Customer Care Manager

Los Angeles, CA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

WHO WE ARE:

24 Hour Home Care is a trusted in-home care company committed to making a positive impact in peoples lives every day. For more than 15 years it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today it provides caregiving services to more than 16000 clients and employs more than 16000 caregivers. By putting people first striving for excellence and investing in purposeful innovation 24 Hour Home Care redefines what it means to care. Learn more at.

At Team 24 were driven by one purpose to make a real difference in the lives of our clients and families. Watch this short video to see the heart behind our work and the impact our teams create every day.

WHO YOU ARE:

You are apassionate and performance-driventeam player eager to take on a key role in our companys growth. You embody Team 24s Care & Compete Principles and Competencies:

In the spirit ofOwn(ing) It With Courage we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience:24 Hour Home Care: Glassdoor Page

Sound interestingRead on for more details!

THE ROLE:

The Customer Care Manager oversees the client and caregiver experience within the Community Supports division with a primary focus on the JFS Agency service line. This role manages day-to-day service coordination referral intake admissions support and utilization of authorized hours to ensure efficient and consistent care delivery. The Customer Care Manager works closely with clients caregivers community partners and internal teams to resolve service needs support program growth and maintain a high-quality responsive service experience.

Primary Responsibilities

Serve as the primary point of contact for clients and caregivers building strong relationships and addressing service-related needs
Oversee referral intake and admissions activities including intake calls referral and authorization entry and coordination of service start
Support growth of the JFS service line through outreach relationship-building with referral partners and referral generation activities
Respond to client and caregiver inquiries across communication channels while coordinating timely service resolution
Support caregiver matching for clients without a pre-selected caregiver based on availability and client needs
Monitor utilization of authorized hours and proactively address service gaps to ensure continuity of care
Maintain accurate records and collaborate with internal teams to resolve service delivery issues and support client retention

This is a hybrid position coming into the Los Angeles office 1x per week.

WHAT YOU BRING TO THE TABLE:

Qualifications

25 years of experience in client services care coordination healthcare operations or customer service roles
Experience working with referral partners community organizations or care coordination teams preferred
Strong ability to manage multiple client interactions and service requests in a high-volume environment
Experience using CRM systems for case management and service tracking (Salesforce preferred)
Bilingual Russian preferred

Skills

Strong communication and relationship-building skills
Attention to detail and documentation accuracy
Analytical ability to evaluate service utilization and trends
Problem-solving and conflict resolution skills
Time management and organization in fast-paced environments
CRM and Microsoft Office proficiency
Customer-focused mindset with strong accountability and follow-through

WHAT WE BRING TO THE TABLE:

_{24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity or sexual orientation. Additionally 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.}

_{Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.}

_{Upon review should criminal history have a direct adverse and negative relationship 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point 24 Hour Home Care will review the prospective hires written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined 24 Hour Home Care will provide a copy of the Second Individualized Assessment.}

_{Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.}

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For California applicants: by applying for this position you acknowledge and consent to the collection use and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).

The expected California Pay Range for this position:

$66774$71089 USD

Required Experience:

Manager

WHO WE ARE:24 Hour Home Care is a trusted in-home care company committed to making a positive impact in peoples lives every day. For more than 15 years it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabil...