Client Care Advisor

About the Role: 

The Client Care Advisor plays a vital role in ensuring that every client receives personalized, high-quality care while serving as their advocate and ongoing partner in care. Families seeking care are often navigating uncertainty and complex decisions, and this role brings clarity and confidence to that moment. Through thoughtful consultation and strong relationship-building, the Client Care Advisor guides families toward the right level of support and ensures a smooth start and ongoing coordination of services. This position is ideal for a professional motivated by both meaningful client impact and measurable results, who takes pride in helping families move confidently from inquiry to action.

This role blends consultative sales, care coordination, and ongoing relationship management. As a Client Care Advisor, you conduct in-depth consultations to assess needs, urgency, and readiness to begin services, guiding families from inquiry to start with clarity and confidence. You coordinate introductions between clients and Care Pros, conduct quality assurance visits, and adjust services as needs evolve. In partnership with scheduling and operational teams, you ensure seamless execution while maintaining accurate documentation and compliance standards.

Success in this role is reflected in strong consult-to-start conversion, high client satisfaction, and sustained engagement. The ideal candidate brings strong judgment and emotional intelligence, balancing empathy with accountability while guiding families through complex decisions. This role includes urgent starts, in-person visits, and navigating sensitive family dynamics , and occasional after hours needs, all of which build credibility and drive long-term retention. The Client Care Advisor also contributes to referral relationship growth when needed, strengthening the local referral ecosystem and partner confidence.

High performers dig deeply to understand the full scope of a client’s needs, not just the presenting concern, and design care plans that fully leverage Home Instead’s support. By helping families recognize the broader ways we can add value, they structure care plans that reflect the total scope of the client’s needs and deliver meaningful outcomes.

In this role, you’ll join a team that cares deeply about the work and the families we serve. The need for high-quality support is real and growing, and your impact will be tangible. Your earning potential is uncapped and directly tied to the results you create. You’ll have the autonomy to use your judgment and build relationships in a way that feels authentic to you, while operating within clear, proven frameworks designed to support your success.

This role requires ~75% travel in the field across the Greater Omaha Metropolitan Area.

About the Team:

Honor’s Owned & Operated (O&O) team runs company-owned Home Instead markets, serving clients directly while also helping shape how care is delivered across the broader network. O&O is where new ideas are tested, processes are refined, and best practices are developed before being shared more widely. Working in O&O means being close to both clients and execution, with the opportunity to influence how operations, consultations, and service quality evolve at scale. It’s a fast-moving environment that blends hands-on impact with the chance to help define the future of home care with Honor.

As a Client Care Advisor  at Honor, you will:

• Own consult-to-start conversion within your client portfolio, conducting high-quality consultations and proactively following up with families to move decisions forward and drive measurable results.
• Lead successful service starts, by aligning expectations, building appropriate urgency, coordinating introductions between clients and Care Pros, and mitigating risks that could delay onboarding.
• Drive sustained engagement, retention, and expansion through structured reassessments, quality assurance visits, and timely care adjustments as needs evolve.
• Serve  as a client advocate and subject matter expert in in-home care, guiding families through complex decisions with clarity, credibility, and sound judgment.
• Build urgency and momentum when appropriate, helping families navigate complex decisions and confidently choose Home Instead.
• Operate within and contribute to proven consult frameworks, using structured approaches to guide discovery, recommendations, and follow-up, while testing, learning, and refining your performance based on data and feedback.
• Partner cross-functionally with scheduling, operations, and Care Pros to resolve execution gaps quickly and protect both client experience and revenue outcomes.
• Use data and documentation rigorously to track consult performance, monitor client outcomes, and maintain high operational standards.
  
  

We’re looking for you to bring: 

• Proven experience in consultative client-facing roles, ideally in senior care, healthcare, social work, care coordination, or another service-based environment where guiding decisions and driving outcomes were core responsibilities.
• Strong communication and relationship-building skills, with the ability to navigate emotionally complex situations, build trust quickly, and move families toward clear next steps.
• Operational discipline and comfort with operating systems, including proficiency in Microsoft Office (Word, Excel, Outlook) and experience using SalesForce or client management software to track follow-up, performance, and documentation.
• Ability to work flexible hours as needed and travel locally, with a valid driver’s license and reliable transportation to meet families at critical moments, which could include occasional nights and weekends.  
• Direct experience supporting older adults and families, with familiarity navigating caregiver dynamics and age-related needs preferred.

Educational background in Healthcare Administration, Social Work, Gerontology, or a related field, preferred but not required.

Leadership Principles:

Honor’s Leadership Principles are the foundation of translating our mission into action. These principles define how we show up and make decisions, and how we hire, develop and grow talent.

 While Honor has 13 leadership principles, the following are particularly relevant to this role:

• Relentlessly Focus on Clients: Client Care Advisors start with the client and work backward. They prioritize decisions that improve the client experience, ensure clarity during consultations, and protect service quality over time. Every recommendation, follow-up, and reassessment is grounded in what will best serve the client and their family.
• Always Push: Client Care Advisors set a high bar for consult quality, conversion, and retention. They do not settle for incomplete discovery, passive follow-up, or preventable churn. They continuously raise their own standard of performance and look for ways to improve outcomes.
• Build Trust: CCAs earn credibility quickly with families navigating sensitive and emotional decisions. They communicate clearly, follow through on commitments, and handle complex situations with integrity and respect. Trust is the foundation of conversion, retention, and long-term partnership.
• GSD (Get Stuff Done): CCAs make measurable progress. They move families from inquiry to start, resolve issues quickly, and ensure execution aligns with what was promised. They are action-oriented and accountable for results, not just effort. 

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