Vice President Client Acquisition and Retention

$150,000 - $150,000/Yr

Elara Caring

Full-time - Senior

Ambulatory Health Care Services

About the position

The Vice President of Client Acquisition and Retention at Elara Caring plays a crucial role in enhancing the growth of the home care industry by developing strategies to improve sales performance and client intake processes. This position is responsible for leading the intake and call center teams, driving initiatives for client acquisition and retention, and ensuring compliance with industry standards. The role requires a commitment to fostering a positive team culture and continuous improvement while contributing to the overall mission of providing high-quality care to patients in their homes.

Responsibilities

• Develop and implement strategies to enhance call center sales performance and client intake processes, aligned with the company's goals.
• Drive initiatives to grow client acquisition and retention through personalized and effective communication.
• Collaborate with the leadership team to set sales targets and operational goals, ensuring alignment with overall company objectives.
• Monitor market trends and competitor activities, adapting strategies to maintain a competitive edge.
• Lead the intake and call center teams in converting inbound and outbound inquiries into sales and successfully onboarding new clients.
• Establish and track key performance indicators (KPIs) related to lead generation, conversion rates, client satisfaction, and team performance.
• Ensure that the call center sales team follows all compliance and regulatory standards specific to the personal care services industry.
• Develop pricing strategies for private pay, service packages, and promotions to drive revenue and meet client needs.
• Oversee day-to-day operations of the intake and call center to ensure smooth and efficient processes, timely response to inquiries, and exceptional customer service.
• Optimize workflow, technology, and staffing models to improve overall call center efficiency and effectiveness.
• Implement best practices in call center management, including call scripts, CRM tools, and lead management systems.
• Ensure accurate and timely documentation of client interactions and data within company systems, supporting compliance and reporting requirements.
• Recruit, train, and mentor a high-performing team of call center agents, supervisors, and intake specialists.
• Develop and refine ongoing team training to drive sales and referral conversion improvements.
• Foster a positive, performance-driven culture with an emphasis on teamwork, accountability, and continuous improvement.

Requirements

• Bachelor's Degree in Business, Healthcare Administration, Sales or related field.
• Master's Degree is preferred.
• 7+ years experience in call center management, sales or client intake within the healthcare or personal care services sector.
• 5+ years experience in a leadership role managing teams.
• Proven track record of leading sales and intake operations in a high-volume call center environment.
• Expertise in CRM tools, call center software and sales reporting metrics.
• Experience developing and managing budgets, KPIs and financial targets.
• Must be able and willing to travel approximately 50%.

Benefits

• Competitive compensation package
• Tuition reimbursement for full-time staff and continuing education opportunities for all employees at no cost
• Opportunities for advancement
• Comprehensive insurance plans for medical, dental, and vision benefits
• 401(K) with employer match
• Paid time off, paid holidays, family, and pet bereavement
• Pet insurance