Client Relations & Intake Specialist

About Alder

Alder has spent more than three decades supporting over 5,000 families across the Northeast through the complexities of aging. The organization’s life care managers are experienced social workers and nurses who provide both planning and direct assistance, including medical care coordination, home safety assessments, appointment accompaniment, and family discussions that help everyone move forward with clarity.

With strong ties to the community and an extensive professional referral network, Alder connects families to dependable resources and encourages collaboration across disciplines. The team supports people both in planned consultations and during urgent situations, always tailoring the level of involvement to each family’s needs.

Role Overview

The Client Relations & Intake Specialist is the first contact for families facing difficult care decisions. This is a full-time position suited to someone with experience in care management or elder care intake who can combine clinical understanding with a warm, reassuring communication style.

You will manage the intake journey from the initial inquiry through internal transfer, keep HubSpot records accurate and current, and act as a dependable source of information for prospective clients and referral partners during sensitive moments.

Key Responsibilities

• Handle incoming referrals by phone, email, and web, and manage the intake process from first contact through internal handoff while ensuring information is recorded accurately and shared quickly.
• Maintain referral and client records in HubSpot, including follow-up actions and supporting documentation.
• Communicate with prospective clients, family members, referral partners, and community providers in a clear, empathetic, and clinically credible manner.
• Support consultation scheduling and coordinate pre-visit and post-visit follow-up.
• Respond to urgent calls, provide temporary support when needed, and work with the Manager of Client Relations and leadership to route cases to the right care manager.
• Keep HubSpot data organized and current, including intake status, referral activity, and client engagement information.
• Assist with reporting on case closures, new client enrollments, and quality assurance measures.
• Conduct post-service check-ins and send closed-case surveys to gather feedback and spot patterns affecting client satisfaction or operations.
• Take part in regular virtual check-ins, one in-person team day each month, quarterly staff meetings, and other scheduled in-person sessions.

Required Background

• Experience in care management, elder care, or another clinical or social services environment.
• Prior work in an intake function, preferably with a care management practice, home care agency, or a similar organization.
• Strong communication skills and comfort handling emotionally sensitive conversations.
• Excellent organization, follow-through, and attention to detail.
• Ability to manage intake workflows and data in a CRM system.
• Composed, practical, and solution-focused approach when working under pressure.
• Capacity to work independently in a remote setting while remaining actively connected to a collaborative team.

Preferred Qualifications

• Hands-on experience with HubSpot.
• Training or background in social work, nursing, or care coordination.
• Familiarity with the elder care and referral network in Greater Boston.

Work Arrangement

The position is mostly remote, but it requires one on-site day each month plus attendance at quarterly staff meetings and any other in-person meetings scheduled by the company.

Benefits and Perks

• Competitive pay.
• Flexible schedules and hybrid work options.
• Health, dental, and vision coverage.
• Support for professional growth, including continuing education reimbursement.
• A collaborative and inclusive workplace culture centered on employee well-being and development.

Compensation

The anticipated annual salary for this role is between $75,000 and $85,000. Final pay may differ depending on licensure, years of experience, and other relevant qualifications.

Mission

This role supports Alder’s commitment to helping older adults and their families navigate aging with confidence, connection, and practical support.