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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 skills
Time management and organization in fast-paced environments
CRM and Microsoft Office proficiency
Customer-focused mindset with strong accountability and follow-through
WHAT WE BRING TO THE TABLE:
24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Additionally, 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.
Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.
Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment.
Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.
- By Email: [email protected]
- By Web: https://dcba.lacounty.gov/contact-us/
- By Phone: (800) 593-8222
For California applicants: by applying for this position, you acknowledge and consent to the collection, use, and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).
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