Client Services Manager

The New Jewish Home • Bronx, NY

8d

About The Position

The Client Services Manager supervises, coordinates, and maintains daily Home Health Aide coverage for clients, working with designated contract personnel and/or the Registered Nurse. The role ensures compliance with New York State Department of Health regulations, The Joint Commission standards, and HAPI policies and procedures.

The manager coordinates aide assignments and schedules; maintains accurate availability lists, personnel profiles, records, calendars, and automated systems; arranges backup coverage; and keeps aides, clients, contract personnel, and internal departments informed of relevant changes. The position also supervises aides in non-clinical aspects of their work, provides policy and assignment information, checks attendance, evaluates performance, and supports regulatory compliance and disciplinary processes.

Additional responsibilities include maintaining timely documentation, completing incident and complaint reports, participating in quality and performance improvement activities, taking rotating on-call assignments that may include evenings, weekends, and holidays, and supporting client outreach and marketing activities. Other duties may be assigned during emergencies or at the request of agency leadership.

Requirements

• Minimum of a high school diploma or equivalency.
• Previous office experience and/or strong customer service skills.
• Computer knowledge, including familiarity with the HHAExchange system.

Nice To Haves

• Bachelor’s degree.
• Two years’ experience in a Licensed Home Care Agency (strongly preferred).
• Bilingual in English and Spanish (strongly preferred).

Responsibilities

• Coordinate Home Health Aide coverage and assignments for clients, including arranging backup personnel for emergencies and absences.
• Maintain current aide availability lists, personnel profile cards, work schedules, client schedules, calendars, daily call sheets, and HHAExchange records.
• Communicate assignment details and schedule changes to aides, clients, contract personnel, and relevant internal departments.
• Confirm aides’ prospective schedules and transportation directions, and check in with new aides within one day of placement.
• Serve as a supervisor and resource for aides regarding HAPI policies and procedures, client information, and contract information.
• Supervise aides in non-clinical aspects of their jobs, conduct random attendance and timeliness checks, and ensure aides use HHAExchange as instructed.
• Evaluate aide work performance annually and support compliance with required in-service attendance, annual skills competency, and annual health assessments.
• Participate in disciplinary proceedings and provide progressive discipline, including written counseling reports.
• Maintain accurate and timely records of interactions, communications, attendance, assignments, disciplinary actions, and care-related documentation.
• Complete incident and complaint reports in a timely and accurate manner and follow HAPI record-keeping policies.
• Participate in ongoing quality and performance improvement activities and assigned team projects; remain aware of HAPI’s Best Practices Program.
• Accept rotating on-call coordination assignments and cover client and aide schedules during evenings, weekends, and holidays.
• Maintain logs of on-call activity, ensure arranged client coverage through HHAExchange, contact contract personnel as appropriate, and distribute activity documentation by the next business day.
• Promote HAPI services to active and prospective clients by telephone and contact new clients within a week of starting service to assess satisfaction.
• Immediately notify DPS of feedback concerning satisfaction with HAPI services from clients, aides, or contract agencies.
• Perform other duties during emergencies or at the request of agency DPS and AVP.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED