Client Services Advisor

About Alder

Alder has supported more than 5,000 families in the Northeast for over three decades, helping them manage the challenges of aging with thoughtful guidance, practical clarity, and experienced care. Their life care managers are experienced social workers and nurses who provide both planning and direct assistance, including medical care coordination, home safety assessment, appointment support, and family discussions.

With deep community ties and a wide professional network, Alder connects families to dependable resources and encourages coordination across different disciplines. The team supports people through both routine consultations and urgent situations, always adapting involvement to each family’s circumstances with the goal of helping them face the emotional and practical realities of aging confidently.

Role Overview

The Client Services Advisor will be the initial contact for families making difficult care-related decisions. This full-time position is ideal for someone with experience in care management or elder care intake who can pair clinical understanding with a warm, reassuring communication style.

You will manage the intake process from the first inquiry through internal handoff, keep records current in HubSpot, and act as a dependable source of information for prospective clients and referral partners during sensitive moments.

Responsibilities

• Handle inbound referrals by phone, email, and web, and take ownership of the intake flow from the first interaction through transfer to the internal team.
• Record and update referral and client details in HubSpot, making sure follow-ups and supporting documentation are captured accurately.
• Communicate clearly and compassionately with prospective clients, family members, and referral sources while maintaining a professional and clinically credible tone.
• Build and maintain responsive relationships with community partners and care providers.
• Help arrange consultations, including coordination before visits and follow-up after visits.
• Respond to urgent calls, provide short-term support when immediate attention is needed, and work with leadership to route the case to the right care manager.
• Keep HubSpot data accurate and current, including intake status, referral activity, and client engagement records.
• Support reporting related to case closures, enrollments, and quality assurance measures.
• Conduct post-service follow-ups and closed-case surveys, and surface trends that may affect client satisfaction or operational performance.
• Join regular virtual check-ins, monthly in-person team days, quarterly staff meetings, and other scheduled on-site sessions.

Requirements

• Experience in care management, elder care, or another clinical or social services environment.
• Prior work in an intake-focused role, preferably with a care management practice, home care agency, or a similar organization.
• Strong verbal and written communication skills, especially when handling emotionally complex and sensitive conversations.
• Excellent organization, follow-through, and attention to detail.
• Comfort working with CRM systems and managing intake workflows and data.
• A calm, practical, and solution-focused approach under pressure.
• Ability to work independently in a remote setup while remaining closely connected to a collaborative team.
• HubSpot experience is a plus.
• Background in social work, nursing, or care coordination is preferred.
• Familiarity with the Greater Boston elder care and referral partner landscape is an advantage.

Work Arrangement

This role is primarily remote, but it requires one on-site day each month, along with attendance at quarterly staff meetings and other in-person meetings as scheduled.

Perks and Benefits

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

Compensation

The expected starting salary for this role is $75,000 per year, in line with Massachusetts pay transparency requirements. Final compensation may differ based on licensure, years of experience, and other relevant qualifications.

Additional Information

Alder emphasizes a mission-driven environment where team contributions have a meaningful impact. The organization’s focus is on supporting older adults and strengthening community connection and engagement.