Care Pro Relationship Manager
Honor
Honor Technology’s mission is to change the way society cares for older adults. As a leader in aging care innovation, Honor provides the technology, tools, and services that empower older adults to live life on their own terms. Honor’s growing portfolio includes its consumer care brand, Home Instead, Inc., the world’s leading provider of in-home care for older adults. With a global franchise network and more than 100,000 Care Pros, Home Instead delivers over 50 million hours of personalized care annually.
Together, Honor and Home Instead are setting a new standard for aging in place, backed by powerful technology, compassionate care, and a commitment to aging on your own terms.
Join us to create a new and better aging experience for our clients, their families, and our Care Professionals.
About the Role:
We are looking for a Care Pro Relationship Manager who can develop and execute a consistent staffing strategy for the benefit of both our Clients and Care Professionals (caregivers).The role responsibly balances the needs and experience of both the client and Care Pro through partnership with the Client Manager.
As a Care Pro Relationship Manager, you will be responsible for proactively engaging and building relationships with our Care Pros, with a heavy focus on staffing strategy and execution, and helping us create the best possible client experiences. This includes:
Oversee and execute market staffing strategy
- Develop and manage market staffing strategy through consistent Care Pro outreach and relationship building, staffing best practices, schedule building and adherence, and creative staffing processes while utilizing innovative tools
- Work in tight coordination with the Client Manager to understand specific Client context and care plans, suboptimal matches, and schedule nuances, in order to create the best scheduling match possible
- Ensure that you quickly mobilize newly hired Care Professionals to get them work quickly and efficiently
Provide exceptional service to Care Pros
- Support Care Pros in the market by being their primary point of contact and providing actionable feedback and coaching to enable their success at every visit
- Foster relationships with Care Pros in the market to facilitate quality matches between Care Pros and clients with a focus on client and Care Professional retention
Coordinate closely with Client Manager to execute care delivery
- Align with Client Manager on daily and weekly market priorities
- Communicate seamlessly to ensure scheduling decisions and Care Pro performance feedback are executed in a timely manner
- Share critical feedback and updates from Care Pros that impact Client Manager workflows
- Support Client Manager on partner communication, client experience tasks, or billing / collections efforts as needed
Partner across Honor to deliver a seamless experience
- Prioritize work with the market team to meet the dynamically changing needs of partners, clients and Care Professionals, including triaging and completing tickets and delegating work
- Work with the market team to manage real-time questions, issues, or changes relating to clients
- Work directly with Care Pro Performance teams to ensure consistent Care Professional performance management experience
- Work cross-functionally to provide feedback and to support to other internal efforts such as CPHR, Trust and Safety, Recruiting and Training
About you:
To succeed in the role, you’ll need:
- 3+ years of experience working in a complex client or patient management position or demanding customer service role, staffing experience preferred
- Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
- Flexibility and availability to occasionally respond on evenings or weekends
- Prior experience in operations and/or healthcare/homecare is a plus
- This role requires you to work Monday through Friday, 8:00a-5:00p, Central Time
- This role requires you to work the occasional holiday and/or evening and weekends, as needed
The annual base salary range for this role is $64,000 - $71,600.
Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.
Base pay is just a part of our total rewards program. Honor offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including zero cost plans for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, mental health benefits, wellness program, and discount program.
At Honor, we put people first. Our leadership culture is guided by Leadership Principles that prioritize integrity, compassion, and excellence. We offer a unique opportunity to lead with purpose and make a meaningful impact no matter your role.
Honor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.