Serve as the primary point of contact for inbound referrals via phone, email, and web
Own the intake process from first contact through internal handoff, ensuring timely and accurate information sharing
Enter and manage referral and client data in HubSpot, tracking all follow-up and documentation
Communicate with clarity, empathy, and clinical credibility to prospective clients, family members, and referral sources
Maintain responsive relationships with community partners and providers
Support the coordination and scheduling of consultations, including pre-visit and post-visit follow-up
Triage urgent calls and provide temporary support to clients when immediate attention is required
Collaborate with the Manager of Client Relations and leadership to ensure seamless assignment to the appropriate care manager
Maintain clean, up-to-date records in HubSpot, including intake progress, referral activity, and client engagement data
Assist with reporting on case closures, client enrollments, and quality assurance metrics
Conduct post-service check-ins and administer closed-case surveys
Identify and flag trends or concerns that impact client satisfaction or operational efficiency
Participate in regular virtual check-ins and monthly in-person team days
Attend quarterly staff meetings and other in-person sessions as scheduled

Background in care management, elder care, or a related clinical or social services setting
Experience in an intake role, ideally within a care management practice, home care agency, or similar organization
Excellent communication skills with the ability to navigate sensitive, emotionally complex conversations
Strong organizational follow-through and attention to detail
Comfort managing data and intake workflows in a CRM system
Calm, solution-oriented presence under pressure
Ability to work independently in a remote environment while staying closely engaged with a collaborative team

Client Relations Specialist

Key skills