Client Services Manager, Home Care

BAYADA Home Health Care•Lihue, HI

1d•Hybrid

About The Position

The Client Services Manager is a key office-based leader responsible for coordinating compassionate, reliable Assistive Care services for clients throughout Kauai. This role leads field employees in providing excellent customer service and quality home care, while supporting caseload growth, client and referral-source relationships, staffing, ongoing case management, and office operations. The Client Services Manager works closely with the Director, Clinical Manager, field employees, clients, families, payors, referral sources, and community partners to promote safe, consistent, and person-centered care. Through strong communication, sound judgment, and dependable follow-through, this role helps clients experience comfort, independence, and dignity at home while supporting a positive and engaged employee experience.

Requirements

Demonstrates the characteristics of The BAYADA Way: compassion, excellence, and reliability.
Bachelor’s degree or four-year college degree required or equivalent healthcare experience.
Demonstrated record of strong interpersonal skills and effective relationship building.
Demonstrated record of goal achievement and successfully taking on increasing responsibility with positive results.
Strong organizational skills, follow-through, and the ability to manage multiple priorities in a fast-paced environment.
Sound judgment and the ability to respond calmly and professionally to changing client, employee, and office needs.
Competence in basic computer skills and the ability to learn BAYADA systems and technology.
Ability to read, write, and effectively communicate in English.
Acceptable results on required pre-employment assessments and background checks.
Ability to work in the office and travel throughout Kauai as needed to support client, employee, community, or office needs.

Nice To Haves

Prior supervisory experience preferred.
Prior healthcare, home care, recruiting, staffing, customer service, or related experience preferred.

Responsibilities

Develop and grow the office caseload through relationship building, responsive service, and collaboration with referral sources, payors, and community organizations.
Develop long-term, trusting relationships with clients and families and communicate proactively before and after services begin.
Handle incoming service inquiries knowledgeably and accurately document referrals and inquiries in the appropriate system.
Clearly establish service agreements with clients and payors, including service details, billing arrangements, expectations, and methods for problem resolution.
Obtain insurance confirmation and service authorizations by coordinating with internal BAYADA partners, payors, clients, families, and clinical leaders.
Monitor client needs, service stability, satisfaction, and continuity of care throughout the service relationship.
Maintain current knowledge of community resources and help connect clients and families with appropriate supports when needs extend beyond the scheduled service.
Coordinate client services and manage the caseload using sound judgment, discretion, organization, and a strong sense of urgency.
Schedule appropriate field employees based on client needs, employee competency, availability, geography, and continuity of care.
Follow up on assignments immediately after services begin and on an ongoing basis to ensure the satisfaction of clients, families, and field employees.
Monitor schedules and caseloads to minimize unnecessary employee changes and promote reliable, consistent service.
Respond promptly to call-outs, open shifts, last-minute service requests, and changes in client or employee availability.
Update schedules, client information, service details, and communication records as changes occur.
Answer client and family questions related to services, scheduling, billing, authorizations, and other concerns, or connect them with the appropriate resource.
Serve as a facilitator among clients, families, Clinical Managers, field employees, office employees, physicians, case managers, payors, and other care providers.
Document and appropriately follow up on client and employee incidents, complaints, concerns, and other pertinent interactions to support coordination and continuity of service.
Provide administrative supervision and support to field employees in positive partnership with the Clinical Manager and office leadership.
Provide timely feedback, recognition, coaching, counseling, and other support in accordance with BAYADA policies and office processes.
Complete regular field-employee performance evaluations jointly with the Clinical Manager, as applicable.
Participate in employee retention activities, recognition programs, office engagement efforts, and career-development conversations.
Help field employees understand service expectations, scheduling information, documentation requirements, benefits, training opportunities, and available growth pathways.
Promote respectful, transparent, and solution-focused communication when addressing employee or client concerns.
Participate actively in the recruitment of field employees in partnership with the Director, recruiting partners, and the office team.
Communicate recruiting and staffing ideas to leadership and participate in office recruitment planning.
Manage incoming candidate inquiries and speak knowledgeably about BAYADA opportunities, benefits, training, and career pathways.
Participate in interviews, candidate selection, orientation, onboarding, and early employee follow-up as directed by office leadership.
Support efforts to build a strong, reliable, and engaged field team serving the Kauai community.
Accurately process field-employee payroll each week in accordance with office and divisional responsibilities.
Collect and submit information required for billing and coordinate with finance and other internal partners as needed.
Monitor caseload activity, service utilization, authorizations, admissions, referrals, and other office metrics relevant to service and financial performance.
Manage billing information, pay rates, and service details within approved limits and established procedures.
Assist with account collections in conjunction with the Director and appropriate collections partners.
Maintain accurate records in BAYADA systems, including client schedules, communication notes, service information, and employee-related documentation.
Maintain current knowledge of BAYADA policies, procedures, government requirements, contract requirements, and applicable Assistive Care State Programs expectations.
Work collaboratively with the entire office team to support clients, field employees, referral sources, and community partners.
Answer phones, greet visitors, respond to correspondence, and assist with administrative office needs as required.
Provide the On-Call Manager with current and pertinent information and participate in on-call or backup coverage as directed by office leadership.
Participate in office, practice, and company meetings, events, trainings, and functions.
Contribute to a culture of continuous improvement by identifying service barriers, sharing ideas, and supporting practical solutions.
Perform other related duties as required or requested by the supervisor.