Bilingual Senior Care Ambassador 100K Plus (NYC or Charlotte NC)

Job Description

Job Description

Bilingual Senior Care Ambassador

Reports to: Chief Executive Officer

Works with: All iCare Therapy families, team members, clients, and all internal and external vendors and touchpoints.

The Senior Care Ambassador plays a central role in iCare Therapy, overseeing and enhancing the experience of everyone connected to the organization—families, caregivers, care recipients, team members, healthcare providers, schools, community partners, and vendors.

This role is responsible for onboarding families and nurturing every relationship that touches iCare Therapy, strengthening trust, ensuring seamless communication, and resolving issues before they escalate. The goal is to minimize preventable turnover among families, staff, and referral partners.

This person maintains a precise pulse on the entire enterprise, anticipates needs, and ensures that no family, employee, or partner feels lost, frustrated, or unsupported.

This is a full-time, onsite role requiring consistent presence at iCare Therapy’s NYC headquarters to support and collaborate with executive and senior leadership, while also utilizing enterprise tools to effectively manage and support teams, families, partners, and vendors across multiple locations.

What Makes This Role Unique:

The Senior Care Ambassador blends elements of relationship management, family support, retention strategy, staff engagement, quality assurance, and clinical insight (not clinical decision-making).

It is a proactive, high-touch, whole-organization relationship stewardship role.

Qualifications

5+ years of clinical experience in ABA or a related behavioral or health field

Exceptional interpersonal, communication, and listening skills

Ability to build trust quickly and maintain it long-term

Demonstrated success in family-facing or relationship-focused roles

Skilled at conflict resolution and turning feedback into action

Comfortable navigating all levels of an organization—from caregivers to BCBAs to CEO

Warm, grounded, reliable, and relentlessly solution-oriented

English is primary language and Spanish secondary; Fluent speaking, reading and writing both in conversational, clinical and the business of healthcare

Primary Relationship Responsibilities:

Interacts regularly with:

Families & Caregivers – ensuring satisfaction and clarity from onboarding through ongoing support

iCare Therapy Team Members – promoting retention, morale, and smooth internal communication

Physicians, Schools & Other Referrers – preserving and strengthening trust in iCare Therapy

Community Partners & Advocates – sustaining long-term engagement

Care Recipients (as appropriate)– understanding progress and family experience

Core Responsibilities:

Relationship Stewardship & Retention

Protect and grow relationships with all iCare Therapy stakeholders

Maintain ongoing, structured check-ins tailored to each audience

Identify early signs of dissatisfaction and resolve issues proactively

Ensure families and team members feel heard, supported, and appreciated

Partner with internal leadership to resolve concerns before they impact service or retention

This role does not provide clinical treatment, supervision, or make clinical determinations.

Pulse-Taking & Insight Gathering

Maintain a continuous read on the “temperature” of all audience groups

Track themes and emerging patterns affecting care, morale, or workflows

Collaborate with leadership to turn insights into improvements

Communication & Support

Serve as a high-touch point of connection for families and team members

Coordinate warm handoffs to the appropriate iCare Therapy team member

Ensure communication is clear, empathetic, timely, and reliable

Translate concerns into actionable internal next steps

Advocacy & Experience Quality

Represent the voice of families, staff, and referrers internally

Ensure the iCare Therapy experience is consistently positive—from onboarding to ongoing care

Promote a culture of gratitude, responsiveness, and follow-through

This job description reflects the current scope of responsibilities and may evolve as the organization grows. Responsibilities and titles may be modified at the Company’s discretion, consistent with business needs.

Success Looks Like

Families stay, thrive, and feel deeply supported

iCare Therapy maintains exceptionally high team retention

Referral partners trust iCare Therapy and continue sending families

Internal teams feel connected, informed, and valued

Issues are resolved early with transparency and professionalism

Scope May Evolve

This job description reflects the current scope of responsibilities and may evolve as the organization grows. Responsibilities and titles may be modified at the Company’s discretion, consistent with business needs.