Customer Care Manager

 

 

WHO WE ARE:

24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's 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 16,000 clients and employs more than 16,000 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 www.24hrcares.com.  

At Team 24, we’re 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 a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies: 

 

In the spirit of Own(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 interesting? Read 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

• 2–5+ 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 sk