Care Pro Relationship Manager, Honor
$64-68k
+ Equity
More information about location
In-home care network
Be an early applicant
In-home care network
501-1000 employees
Be an early applicant
$64-68k
+ Equity
More information about location
501-1000 employees
Company mission
To change the care industry by building the first-of-its-kind care network and expand the world’s capacity to care.
Role
Who you are
- 3+ years of experience in a complex client, patient management, or high-volume customer service role; staffing experience strongly preferred
- Proven commitment to exceptional service and sensitivity to client and caregiver needs, with a strong focus on delivering high-quality care experiences
- Background in operations or healthcare/home care environments preferred
- Exceptional relationship management, communication, and interpersonal skills
- Strong analytical and problem-solving abilities with a data-informed approach to staffing and scheduling
- Comfort with technology; experience using scheduling, CRM, or workforce management systems a plus
- Excellent organizational skills and ability to manage multiple priorities in a fast-paced, dynamic environment
- Adaptable and resilient, with a proactive, solution-oriented mindset
- Collaborative team player with experience partnering cross-functionally
What the job involves
- We are looking for a Care Pro Relationship Manager who can develop and execute a consistent staffing strategy that supports exceptional experiences for both our Clients and Care Pros (caregivers)
- This role is at the heart of our mission—balancing the needs of clients and the wellbeing of Care Pros through thoughtful staffing, strong relationships, and close collaboration with the Client Manager
- As a Care Pro Relationship Manager, you will proactively engage and build trusted relationships with our Care Pros, ensuring they feel valued, supported, and set up for success
- You’ll lead with empathy and operational rigor, driving staffing strategy and execution that enable seamless client care and a sense of purpose and belonging for every Care Pro
- Our Operations Team is the engine of our home care platform, built on two essential, highly collaborative functions. Client Managers own the client experience and drive business growth by focusing deeply on satisfaction, quality, and long-term relationships
- Working in tandem, Care Pro Relationship Managers ensure the success of our vital field staff by supporting the Care Pro experience — driving exceptional staffing outcomes through the best quality matches, fostering engagement, and strengthening retention
- Together, we deliver a seamless, high-quality, and scalable care experience for both our clients and the Care Professionals who make it all possible
- Oversee and execute market staffing strategy:
- Develop and manage market staffing strategy through consistent Care Pro outreach and relationship building, staffing best practices, schedule building and adherence, and creative staffing processes while utilizing innovative tools
- Work in tight coordination with the Client Manager to understand specific Client context and care plans, suboptimal matches, and schedule nuances, in order to create the best scheduling match possible
- Ensure that you quickly mobilize newly hired Care Professionals to get them work quickly and efficiently
- Provide exceptional service to Care Pros:
- Support Care Pros in the market by being their primary point of contact and providing actionable feedback and coaching to enable their success at every visit
- Foster relationships with Care Pros in the market to facilitate quality matches between Care Pros and clients with a focus on client and Care Professional retention
- Coordinate closely with Client Manager to execute care delivery
- Align with Client Manager on daily and weekly market priorities
- Communicate seamlessly to ensure scheduling decisions and Care Pro performance feedback are executed in a timely manner
- Share critical feedback and updates from Care Pros that impact Client Manager workflows
- Support Client Manager on partner communication, client experience tasks, or billing / collections efforts as needed
- Partner across Honor to deliver a seamless experience:
- Prioritize work with the market team to meet the dynamically changing needs of partners, clients and Care Professionals, including triaging and completing tickets and delegating work
- Work with the market team to manage real-time questions, issues, or changes relating to clients
- Work directly with Care Pro Performance teams to ensure consistent Care Professional performance management experience
- Work cross-functionally to provide feedback and to support to other internal efforts such as CPHR, Trust and Safety, Recruiting and Training
- This is a remote position, with several openings available to support our various markets. The role follows a Monday–Friday schedule, 8:00 a.m. to 5:00 p.m. Eastern Time Zone schedule. Flexibility to occasionally respond during evenings or weekends may be required
- Key Performance Indicators for this role:
- Phone answer rate
- Ticket management
- Schedule consistency
- Visit fulfillment
Our take
Longer life expectancy and an aging population has resulted in the significant growth of the home-based care industry, as nearly 90% of people over the age of 50 wish to live in their homes as long as possible.
Honor is a technology-enabled home care company that partners with local care agencies, who leverage its infrastructure to handle back-office functions such as billing, scheduling, and staffing. The company currently provides non-medical home care services to people across the United States, supporting over 100,000 care professionals.
Boasting the world's largest home care network, the company's advanced care platform is revolutionising how society cares for older adults. Powering over 1 million hours of care each week and with several key leadership hires announced over 2024, Honor is well set to see continued growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2021
$70m
SERIES E
Oct 2020
$140m
SERIES D
Total funding: $322m
Company benefits
- Remote-First Work Model
- Company Equity
- Comprehensive Benefits - Including Health, Mental Health, Dental, Vision, and Life Insurance for You and Your Family
- 401k Matching
- Generous Vacation Policy
- Corporate Giving & Volunteering Programs
- Paid Parental Leave
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Seth Sternberg
(Co-Founder & CEO)Studied at Yale and has an MBA from Stanford. Started out as an M&A Lead at IBM, and co-founded Meebo in 2005. Was a Product Management Director at Google.
Sandy Jen
(Co-Founder)Studied Computer Science at Stanford and co-founded Meebo, acting as its CTO. Was an Engineering Manager at Google, and is also a current Board Member of Ultimate Impact.
Monica Lo
(Co-Founder & Strategy & Operations)Studied at Dartmouth, Stanford and Harvard Kennedy. Was an Associate at A.T. Kearney and Manager of Strategic Initiatives at Safeway.
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