Client Services Advisor

Job description

The Role: As a Client Services Advisor at Alder, you'll be the first point of contact for families navigating complex care decisions. This full-time role is best suited for someone with a background in care management or elder care intake — someone who can bring both clinical fluency and genuine warmth to every conversation. You'll own the intake process from first inquiry through internal handoff, maintain accurate records in HubSpot, and serve as a reliable, knowledgeable resource for prospective clients and referral partners during some of the most uncertain moments of their lives. Responsibilities: Referral Intake & Coordination - Serve as the primary point of contact for inbound referrals via phone, email, and web. Own the intake process from first contact through internal handoff, ensuring timely and accurate information sharing. Enter and manage referral and client data in HubSpot, tracking all follow-up and documentation. Client & Community Communication - Communicate with clarity, empathy, and clinical credibility to prospective clients, family members, and referral sources. Maintain responsive relationships with community partners and providers. Support the coordination and scheduling of consultations, including pre-visit and post-visit follow-up. Urgent Case Support - Triage urgent calls and provide temporary support to clients when immediate attention is required. Collaborate with the Manager of Client Relations and leadership to ensure seamless assignment to the appropriate care manager. Data, Systems & Reporting - Maintain clean, up-to-date records in HubSpot, including intake progress, referral activity, and client engagement data. Assist with reporting on case closures, client enrollments, and quality assurance metrics. Quality Assurance - Conduct post-service check-ins and administer closed-case surveys. Identify and flag trends or concerns that impact client satisfaction or operational efficiency. Team Collaboration - Participate in regular virtual check-ins and monthly in-person team days. Attend quarterly staff meetings and other in-person sessions as scheduled. Required skills / experiences: 7+ years of professional experience in care management, elder care, or a related clinical or social services setting. In-depth understanding of the geographic landscapes and local dynamics of the Northeast region, specifically Greater New York and Greater Boston, supporting multi-state coverage. Proven track record in an intake or admissions role, ideally within a care management practice, home care agency, senior living organization, or similar clinical/social services environment. Excellent verbal and written communication skills with the demonstrated ability to navigate sensitive, emotionally complex conversations with clients, families, and referral partners. Strong organizational follow-through, high attention to detail, and efficient management of concurrent priorities. Comfortable managing data, records, and intake workflows in a CRM system. Hubspot preferred. Calm, compassionate, and solution-oriented presence under pressure. Proven ability to work independently in a remote environment while maintaining active engagement and collaboration with a remote team. Primarily remote; requires one on-site day per month and mandatory attendance at quarterly staff meetings and other scheduled in-person meetings across the region. Why Work at Alder? At Alder, we value our team as our greatest asset. We offer a supportive, mission-driven work environment where your contributions make a meaningful impact every day. Our comprehensive benefits and employee perks include: Competitive compensation Flexible work schedules and hybrid work opportunities Health, dental, and vision insurance Professional development support and continuing education reimbursement A collaborative, inclusive culture focused on employee well-being and growth Join us in making a positive difference in the lives of older adults by fostering engagement, connection, and support within the community! In accordance with the New York Pay Transparency Act, the expected salary for this position starts at $90,000 annually. Actual compensation may vary based on factors such as licensure, years of experience, and other relevant qualifications. For over 30 years, Alder has been a trusted guide for more than 5,000 families across the Northeast, helping them navigate the aging journey with compassion, clarity, and expert care. Our life care managers are seasoned social workers and nurses, providing both strategic direction and hands-on support, from coordinating medical care and assessing home safety to attending appointments and facilitating meaningful family conversations. Deeply rooted in the community, we leverage a broad professional network to connect families with trusted resources and foster collaboration across disciplines. Whether offering occasional consultations or urgent crisis support, we tailor our involvement to meet each individual’s unique needs. At the heart of our work is a simple goal: to help families approach the practical and emotional aspects of aging with confidence.