Client Care Manager

HomeWell Care Services GA290•Evans, GA

2d•Hybrid

About The Position

HomeWell Care Services – Augusta is a veteran-owned agency providing personalized non-medical in-home care that helps older adults, veterans, and individuals who need assistance maintain dignity, independence, and quality of life. We are seeking an experienced, accountable Client Care Manager who can lead excellent service delivery while contributing directly to client acquisition, retention, and agency growth. Our team values compassion, professional communication, reliable follow-through, and respect for the people we serve. The Client Care Manager oversees the client experience from initial inquiry and assessment through service initiation, ongoing care, and discharge. You will coordinate personalized care plans, supervise caregivers, support scheduling, maintain compliance, and build trusted relationships with clients, families, and referral partners. This position also serves as a client acquisition multiplier —helping convert qualified inquiries into client starts, strengthening referral relationships, retaining clients through dependable service, and identifying appropriate additional support as client needs change. This is a non-medical home care position. The Client Care Manager coordinates with the agency RN and other qualified professionals for required nursing assessments, clinical concerns, and duties outside the position’s authorized scope.

Requirements

At least 3 years of experience specifically in non-medical home care services.
Demonstrated experience in client acquisition and client retention , including inquiry follow-up, assessment conversion, relationship management, and service recovery.
Experience in business development, community outreach, and marketing , including referral relationship development and participation in activities that generate qualified care inquiries.
Experience in home care compliance , including client documentation, care plans, supervisory requirements, confidentiality, incident reporting, and agency policies.
Experience in caregiver scheduling , including client matching, call-out resolution, coverage coordination, and service continuity.
Strong leadership, organization, written and verbal communication, problem-solving, and follow-through.
Ability to use electronic care-management systems, scheduling software, email, and standard office applications.
WellSky experience is preferred.
Reliable transportation for required field visits; a valid driver’s license and current insurance when driving is required.
Ability to complete applicable background, reference, and other required pre-employment checks.

Nice To Haves

Experience with VA Community Care, long-term care insurance, dementia support, hospital or rehabilitation transitions, Medicaid / Medicare, and the Augusta-area referral network is preferred.

Responsibilities

Manage client intake and assessments: Respond to inquiries, qualify service needs, conduct non-medical assessments, explain care options, complete admission documentation, and coordinate timely service starts.
Develop and maintain personalized care plans: Document approved services, client preferences, daily routines, functional limitations, safety considerations, and caregiver instructions. Coordinate reassessments and required professional reviews.
Lead caregiver supervision: Introduce caregivers to clients, verify understanding of care plans, conduct client support visits, coach staff, identify training needs, and address performance concerns with management and HR.
Coordinate scheduling and coverage: Match caregivers to client needs, help maintain schedules, resolve call-outs and open shifts, communicate changes promptly, and support continuity of care. Monitor authorized hours, visit completion, and scheduling exceptions.
Strengthen client acquisition: Follow up on inquiries and assessments, address service questions, document next steps, and partner with Business Development to convert appropriate opportunities into successful client starts.
Drive client retention: Maintain regular family communication, monitor satisfaction, resolve complaints, identify service risks early, and follow through on corrective actions.
Support business development, community outreach, and marketing: Participate in referral visits, community events, educational presentations, and partner meetings. Help communicate the value of HomeWell’s services and provide accurate referral follow-up.
Identify appropriate service expansion: Recognize unmet needs and explain relevant care options. Obtain client consent, updated agreements, staffing confirmation, and payer authorization before implementing changes.
Maintain compliance and accurate records: Track care plans, required visits, authorizations, incidents, complaints, and service documentation. Support audits, protect confidential information, and escalate safety or compliance concerns promptly.
Coordinate payer requirements and report results: Work with designated staff on VA Community Care, private-pay, and long-term care insurance arrangements. Report client census, staffing gaps, retention risks, referral activity, conversions, and assigned performance measures.