Customer Service Officers

For over 30 years, Alder has been a trusted guide for more than 5,000 families across the Northeast, helping them navigate the aging journey with compassion, clarity, and expert care. Our life care managers are seasoned social workers and nurses, providing both strategic direction and hands‑on support, from coordinating medical care and assessing home safety to attending appointments and facilitating meaningful family conversations.

Deeply rooted in the community, we leverage a broad professional network to connect families with trusted resources and foster collaboration across disciplines. Whether offering occasional consultations or urgent crisis support, we tailor our involvement to meet each individual’s unique needs. At the heart of our work is a simple goal: to help families approach the practical and emotional aspects of aging with confidence.

The Role:

As a Client Services Advisor at Alder, you'll be the first point of contact for families navigating complex care decisions. This full‑time role is best suited for someone with a background in care management or elder care intake — someone who can bring both clinical fluency and genuine warmth to every conversation.

You’ll own the intake process from first inquiry through internal handoff, maintain accurate records in HubSpot, and serve as a reliable, knowledgeable resource for prospective clients and referral partners during some of the most uncertain moments of their lives.

Responsibilities:

Referral Intake & Coordination

Serve as the primary point of contact for inbound referrals via phone, email, and web. Own the intake process from first contact through internal handoff, ensuring timely and accurate information sharing. Enter and manage referral and client data in HubSpot, tracking all follow‑up and documentation.

Client & Community Communication

Communicate with clarity, empathy, and clinical credibility to prospective clients, family members, and referral sources. Maintain responsive relationships with community partners and providers. Support the coordination and scheduling of consultations, including pre‑visit and post‑visit follow‑up.

Urgent Case Support

Triage urgent calls and provide temporary support to clients when immediate attention is required. Collaborate with the Manager of Client Relations and leadership to ensure seamless assignment to the appropriate care manager.

Data, Systems & Reporting

Maintain clean, up‑to‑date records in HubSpot, including intake progress, referral activity, and client engagement data. Assist with reporting on case closures, client enrollments, and quality assurance metrics.

Quality Assurance

Conduct post-service check‑ins and administer closed‑case surveys. Identify and flag trends or concerns that impact client satisfaction or operational efficiency.

Team Collaboration

Participate in regular virtual check‑ins and monthly in‑person team days. Attend quarterly staff meetings and other in‑person sessions as scheduled.

Required skills / experiences:

Background in care management, elder care, or a related clinical or social services setting

Experience in an intake role, ideally within a care management practice, home care agency, or similar organization

Excellent communication skills with the ability to navigate sensitive, emotionally complex conversations

Strong organizational follow‑through and attention to detail

Comfort managing data and intake workflows in a CRM system

Calm, solution‑oriented presence under pressure

Ability to work independently in a remote environment while staying closely engaged with a collaborative team

Primarily remote. Requires one on‑site day per month and attendance at quarterly staff meetings and other in‑person meetings as scheduled.

Nice to Have:

Background in social work, nursing, or care coordination

Familiarity with the Greater Boston elder care and referral partner landscape

Why Work at Alder?

At Alder, we value our team as our greatest asset. We offer a supportive, mission‑driven work environment where your contributions make a meaningful impact every day.

Our comprehensive benefits and employee perks include:

Competitive compensation

Flexible work schedules and hybrid work opportunities

Health, dental, and vision insurance

Professional development support and continuing education reimbursement

A collaborative, inclusive culture focused on employee well‑being and growth

Join us in making a positive difference in the lives of older adults by fostering engagement, connection, and support within the community!

In accordance with the Massachusetts Pay Transparency Act, the expected salary for this position starts at $75,000 annually. Actual compensation may vary based on factors such as licensure, years of experience, and other relevant qualifications.

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