Lead Care Manager
Role Summary
The Lead Care Manager is a senior leadership role at HomeFree, dedicated to a single high-needs client and their care team. You will know one client and one family deeply, and you will be the person who makes their care feel seamless, personal, and impeccably delivered around the clock.
This client requires concierge-level service. The family has high expectations and a 24/7 care presence in the home, which means the Lead Care Manager needs to be highly responsive, polished, and confident operating in a private home environment. You will be supported by a Clinical Liaison peer who shares the on-the-ground load with you, but the Lead Care Manager owns the client relationship, sets the standard of care, and is the senior voice on the account.
This is not a standard 9–5 position. Care needs in this household arise across days, evenings, and weekends. Lead Care Managers have the autonomy to shape their schedules and take downtime mid-week, and the Clinical Liaison partnership means you are never carrying it alone. After-hours coverage is shared between the two of you.
A Day in the Life
- Spend significant time in the client's home, working alongside the nursing team to elevate care quality, coach in the moment, and reinforce the standards that define HomeFree's service.
- Lead hands-on training and skill-building with caregivers and nurses, expected to be in-person with the care team for 15+ hours each week.
- Serve as the family's primary point of contact, providing thoughtful, timely updates and confident leadership when care needs shift.
- Monitor and refine the care plan in real time, consulting closely with the Clinical Operations team and your Clinical Liaison peer.
- Stay on top of every operational detail: scheduling, supplies, documentation, reporting, and follow-through on any safety or quality concern.
- Coordinate with the Clinical Liaison to ensure continuous coverage and a unified approach across shifts.
- Anticipate needs before they're raised. The family should feel taken care of, not managed.
Key Responsibilities
1. Leadership and Team Development
- Lead and mentor the dedicated care team assigned to this client, fostering a supportive, high-performing environment.
- Deliver hands-on, on-the-job coaching and training, with significant weekly time invested in skill development at the bedside.
- Provide ongoing feedback and professional development opportunities to caregivers and nurses.
- Onboard new team members joining the client's care circle, focusing on care quality, family rapport, and HomeFree's service standards.
- Maintain a pulse on caregiver well-being and performance, offering support and addressing challenges proactively.
- Participate in hiring decisions for the client's care team.
2. Client-Centered Care Management
- Own the client relationship and deliver consistent, concierge-level care aligned with the client's values, preferences, and lifestyle.
- Develop a deep understanding of the client's goals, routines, and needs, and translate that into the daily experience of care.
- Be present in the home regularly to gather feedback, resolve issues, and uphold the quality of care.
- Monitor and modify the care plan in collaboration with caregivers, the family, the Clinical Liaison, and Clinical Operations.
- Serve as the primary day-to-day point of contact for the family, handling sensitive conversations with professionalism, warmth, and discretion.
- Set the tone for what premium, private care looks like in this home.
3. Partnership with the Clinical Liaison
- Work as the senior partner alongside the Clinical Liaison, who shares the on-the-ground responsibilities with you.
- Coordinate coverage, hand-offs, and shared decision-making to ensure the family experiences a single, consistent voice from HomeFree.
- Set direction on the account while leveraging the Clinical Liaison's capacity to extend your reach across a 24/7 care environment.
4. Operations and Quality Assurance
- Manage the day-to-day operations of the client's care team.
- Ensure sufficient staffing in partnership with the resourcing team.
- Maintain inventory of PPE and other supplies in the home.
- Oversee documentation, ensuring all in-home records are accurate, current, and reflect the quality of care being delivered.
- Participate in the on-call rotation alongside the Clinical Liaison.
- Monitor and uphold company quality standards, identifying areas for improvement and implementing solutions.
- Prepare care reports for the family and weekly clinical updates for the Clinical Operations team.
- Track and manage care-related expenses for the account.
5. Collaboration with Support Teams
- Serve as the liaison between the care team and medical professionals, including nurse practitioners, physicians, and specialists (RNs, OTs, PTs).
- Identify and escalate situations requiring additional clinical expertise.
- Work closely with People Operations, Customer Success, and Clinical Operations to maintain seamless service for this account.
Required Skills and Qualifications
- Experience: Minimum of 5–7 years in caregiving, care management, or a related role, with substantial experience leading and developing teams. Experience in private duty, concierge, or high-expectation service environments is a strong asset.
- Education: Relevant certification or degree in healthcare, social work, or a related field. LPN or RN strongly preferred.
- Leadership Skills: Proven ability to lead, mentor, coach, and develop care teams at a senior level.
- Service Orientation: A genuine sense of service and the polish to deliver it in a private, high-expectation home.
- Communication: Excellent verbal and written communication with families, caregivers, and clinical professionals. Comfortable handling sensitive conversations.
- Organization: Exceptional organizational and multitasking abilities, with the discipline to manage a complex single-client account end-to-end.
- Problem-Solving: Adept at identifying challenges and implementing thoughtful solutions, often in real time.
- Conflict Resolution: Skilled at identifying tensions early and resolving them constructively with clients, families, and team members.
Key Competencies
- Empathy and compassion
- Professionalism, discretion, and poise
- Attention to detail
- Strong interpersonal and leadership skills
- Resourcefulness and adaptability
- Effective delegation and prioritization
- Exceptional coaching ability to inspire, guide, and elevate team performance
- Sense of ownership and accountability for the client experience
Beyond the Paycheck (Benefits & Perks)
At HomeFree Homecare, we take care of our team the same way we care for our clients. Our benefits program is designed to support you in achieving your goals and focusing on what you love. In addition to competitive base pay, we offer:
- Comprehensive health and wellness plans
- Performance & loyalty based bonus opportunities
- Paid time off, work from home & flexible scheduling
- Opportunities for professional development and mentorship
- A supportive and collaborative work environment
Note: The availability of benefits and perks may depend on employment type, and eligibility requirements. The company reserves the right to modify these offerings at any time without prior notice.
Pay: $75,000.00-$100,000.00 per year
Benefits:
- Casual dress
- Employee stock purchase plan
- Extended health care
- Paid time off
- Work from home
Work Location: On the road
