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Client Care Manager Lead

Hillendale Home Care
1 hour ago
Full-time
On-site
Walnut Creek, California, United States
Bachelor's

At Hillendale Home Care, our work begins and ends with people. We're a provider of in-home senior care, helping older adults live safely, comfortably, and with dignity in the place they love most — home. Whether you're providing hands-on care, guiding families through their options, or keeping our operations running behind the scenes, you'll be part of a company that values patience, reliability, and genuine compassion. We're growing, and we're looking for people who treat every client and every coworker the way they'd want their own family treated.

  • 2025 & 2024 - Best of the East Bay - Best Home Health Services, Diablo Magazine
  • 2025 - Best of Oakland - Best Home Care Services for Seniors, Oakland Magazine
  • 2025 - Top Home Care Agency, CommunityVotes Santa Rosa
  • 2025 - Best of the Bay Area - Best Senior Living Provider, SFGATE
  • 2023 Inc. Magazine - Listed as one of the 5000 Fastest-Growing Private Companies
  • 2020 Certified “Great Place to Work”, 2020 Employer of Choice recipient

 

Come join the Hillendale Home Care team! We are a trusted in-home care partner working with senior care clients and caregivers throughout the San Francisco Bay Area and we’re looking for a Client Care Manager Lead to join our growing Walnut Creek team! 

 

What You’ll Be Doing:

  • Lead the Walnut Creek and Oakland Client Care Manager (CCM) teams  
  • Mentor, coach, and support CCM staff through regular feedback and development
  • Develop and maintain strong relationships with all cross-functional teams
  • Act as the primary point of contact for escalated client issues and concerns
  • Partner with conduct performance management and accountability conversations as needed
  • Foster a collaborative, service-oriented, and high-performance team culture
  • Monitor and track open ongoing schedules for all CCMs to drive consistency
  • Manage CCM on-call schedules, holiday on-call, and coverage planning
  • Assist with escalation management and urgent staffing coordination as needed and escalate to GM when needed
  • Review and enforce adherence to Hillendale Client Experience protocols and standards
  • Identify operational improvement opportunities and implement best practices
  • Facilitate pipeline reviews, weekend update reviews, stand-up meetings, and operational check-ins
  • Prepare and submit monthly and quarterly CCM bonus recommendations to the General Manager
  • Partner with General Manager to track team productivity, scheduling performance, and operational metrics
  • Manage weekly billing corrections to ensure accuracy and timely resolution of discrepancies
  • Partner with the General Manager on strategic initiatives including facility relationship development, client retention improvement efforts, operational projects, online review collection, and overall service enhancement initiatives
  • Manage and hold the CCM team accountable for maintaining accurate, timely, and consistent updates within hospital, facility, and GCM tracking systems and reports
  • Local travel up to 25% of the work week, with primary support in our Walnut Creek office and ongoing support to our Oakland office. 

 

What Hillendale Provides:

  •  $100,000 - $110,000 base salary DOE with quarterly bonus incentive
  •  Full-time opportunity with a growing company and innovative team
  •  Healthcare benefits
  •  401(k) plan
  •  Paid time off
  •  Company holidays
  •  Fun, collaborative work environment
Requirements
  • High School Diploma; Bachelor's Degree a plus
  • Prior in-home care or senior care industry experience
  • Proficiency with Google Workspace apps (Google Docs, Sheets, Slides, Gmail) or MS Office Suite
  • Experience with WellSky or similar home care software platforms preferred
  • Experience supervising, coaching, mentoring, or managing a team

Hillendale Home Care is proud to be an equal opportunity employer. We make all employment decisions based on qualifications, experience, and fit for the role — never on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.

We're committed to a fair, respectful, and accessible hiring process for everyone. If you need a reasonable accommodation to complete an application or participate in an interview, just let us know — we're glad to help.