Client Services Manager

Position Summary The Client Services Manager serves as the primary liaison between clients, their families, caregivers, and office leadership. This role is responsible for guiding families from initial inquiry through ongoing care, ensuring high-quality, personalized in-home support that promotes senior independence and satisfaction Key Roles & Responsibilities Client Intake & Care Plan Development

• In-home consultations and assessments. Meet with prospective clients and their families in their homes or healthcare facilities to evaluate safety, daily living needs, and care preferences. [1]
• Individualized care planning. Design customized care plans tailored to each client's physical, emotional, and social needs, incorporating Comfort Keepers' Interactive Caregiving™ approach. [1]
• Service onboarding. Coordinate the start of care, review service agreements, and ensure a smooth transition for new clients entering the agency. [1]

Ongoing Client Relations & Quality Assurance

• Routine supervisory visits. Conduct regular in-home wellness check-ins and quality assurance visits to verify that care standards are being met. [1]
• Family communication. Maintain consistent contact with family members and power-of-attorney contacts to provide updates and address concerns promptly. [1]
• Care plan adjustments. Reassess client conditions regularly and modify care plans or service hours as health and mobility needs evolve. [1]

Caregiver Coordination & Support

• Caregiver-client matching. Partner with the scheduling team to pair caregivers with clients based on skill level, personality compatibility, and availability.
• Field introductions. Introduce caregivers to clients on their first day of service to clarify expectations, home routines, and care plan instructions.
• Caregiver mentorship. Support field staff by providing clear communication, constructive feedback, and ongoing encouragement to foster retention. [1]

Administration, Compliance & Growth

• Documentation and record-keeping. Maintain accurate, up-to-date client files, assessment notes, and communication logs within the agency's care management software.
• Community outreach. Build and maintain positive relationships with local referral partners, including hospital discharge planners, rehabilitation centers, and senior living communities.
• On-call rotation. Participate in rotating after-hours and weekend on-call duties to manage urgent client or staffing needs. [1]

Qualifications & Skills

• Must be fluent in English & Spanish
• Education: Bachelor's degree in healthcare administration, social work, gerontology, or a related field is preferred.
• Experience: 2–3+ years of experience in home care, senior living, healthcare coordination, or high-touch customer service.
• Requirements: Valid driver's license, reliable personal transportation, and auto insurance for local client visits.
• Core Competencies: Strong empathy and active listening, problem-solving under pressure, conflict resolution, and proficiency with Microsoft Office and scheduling/CRM software.