Client Experience Manager - Home Care

Kama’aina owned. Joint Commission accredited. Serving Oahu since 2010. Create a five-star experience for every family. Families usually come to us during a hard moment: a parent’s decline, a hospital discharge, a spouse who can’t manage alone anymore. BrightStar Care of Honolulu provides premium personal care, companionship and skilled nursing across Oahu. We’re hiring a Client Experience Manager to be the calm, caring person who guides each family through it and makes their experience with us exceptional. What Makes This Role Special * Premium service is the standard. Our families expect more, and you’ll deliver it through thoughtful details, quick follow-through, and care that feels personal. * You own the relationship. From the first home visit onward, families know your name, hear from you before they have to ask, and trust what you tell them. * Honest guidance is part of the job. We want the right clients, not every client. You’ll help each family find the right care, even when that means pointing them somewhere else. * You care for our caregivers too. You set each caregiver up to succeed and help solve small problems before they become frustrations. * A seat on the leadership team. You report to the COO, with a weekly one-on-one and a real say in how we serve families. What You Will Lead * Meeting families in their homes and helping them choose the right care * Welcoming new clients and completing their paperwork accurately and on time * Warm introductions between caregivers and families at the start of every new client * Regular check-ins with clients and caregivers, so small issues are solved early * Personal touches that make families feel valued: remembering what matters to them, marking milestones, following up after a hard week * Hard conversations, handled early, honestly and kindly What Success Looks Like * Families rate their experience five stars and recommend us to others * Caregivers feel prepared, appreciated and supported * Problems are caught early, before they become complaints * Records are complete, accurate and up to date What This Role Requires * Compassion. You genuinely care about older adults, their families and their caregivers, and people feel at ease talking to you. * Skilled communication. You explain things clearly and kindly, in person, on the phone and in writing. * Comfort with conflict. You handle tough conversations honestly and can say no with kindness. * Professionalism. You keep sensitive information private and stay steady when emotions run high. * Organization. You keep details, paperwork and follow-ups complete without reminders. * Proactive and self-directed. You run your own day, notice what needs attention, and go beyond what’s expected without being asked. Also important: 2 or more years in client relationships, hospitality, healthcare, social services, account management or sales, with luxury hospitality or concierge experience a plus. Comfort learning new software, a valid driver’s license and reliable transportation. The Details * $65,000 to $70,000 per year, depending on experience * Full time, in person at our Honolulu office, Monday to Friday * Occasional evenings or weekends when a family needs us * 100% employer-paid medical, dental and vision * 401(k) with company match, paid holidays and PTO, weekly pay To Apply Send your resume with a few sentences about a time you went beyond what was expected for a customer. What did you notice, and what did you do? Our Hoku’alohi Promise: “We promise to provide the kind of care we would want for our own loved ones; to be compassionate, empathetic, patient & kind, while providing reliable, trustworthy, and top-notch, professional home care.”