Client Services Manager

Golden Care • La Mesa, CA

7d • Remote

About The Position

The Client Services Manager at Golden Care manages an assigned client caseload and coordinates services from initial assessment and onboarding through ongoing care management. The role serves as the central communication hub for clients, families, caregivers, referral partners, and internal teams, ensuring timely follow-through, accurate documentation, high-quality service delivery, and client retention. It is a remote position based in La Mesa, California, with required travel within San Diego County for client visits, assessments, and quality assurance. The role also participates in an on-call and after-hours rotation to respond to escalated client or caregiver concerns.

Requirements

• Bachelor’s degree.
• At least five years of experience in home care, healthcare, senior services, or care management.
• Exceptional communication, relationship-building, conflict-resolution, and problem-solving skills.
• Ability to manage multiple clients, prioritize competing demands, and handle sensitive situations professionally and empathetically.
• Strong organizational skills, meticulous documentation practices, and consistent follow-through.
• Comfort and proficiency with technology and client management software.
• Valid driver’s license and reliable transportation for in-person client visits.
• Ability to work independently in a remote setting and collaborate effectively with office and field teams.

Nice To Haves

• Leadership or team coordination experience is highly preferred.
• Familiarity with WellSky is advantageous.

Responsibilities

• Conduct in-home assessments to identify client service needs and home safety concerns, and develop personalized care plans.
• Coordinate handoffs between Business Development, Client Success, and Scheduling to support onboarding and care initiation.
• Communicate client needs, preferences, care instructions, and safety information to caregivers and internal teams.
• Maintain contact with clients and families, conduct quality assurance visits, and adapt care plans as needs change.
• Follow up on hospitalizations, health changes, and service transitions, coordinating updates with appropriate parties.
• Share caregiver observations with the Operations Manager and report concerns related to care plans, agency policies, and service standards.
• Guide caregivers on client needs and care instructions, escalate performance or compliance concerns to the Operations Manager, and document observations and follow-up tasks.
• Work with Scheduling to match caregivers and clients based on needs, skills, preferences, and compatibility.
• Communicate service interruptions, missed shifts, attendance issues, and changing client requirements to Scheduling and Operations.
• Assist with schedule stabilization during high-demand periods or emergencies and provide backup field support as needed.
• Maintain ongoing contact with clients and families to assess satisfaction, address concerns, and support retention.
• Document, escalate, and manage complaints, incidents, and safety issues through resolution, with accountability and timely updates.
• Build relationships with referral partners and participate in community events and relationship-building initiatives with Business Development.
• Identify recurring service challenges and recommend improvements to client experience and service quality.
• Meet established KPIs for service delivery, documentation, communication, and follow-through, and participate in performance reviews.
• Maintain accurate and comprehensive client records, including assessment findings, care plans, visit notes, and follow-up actions, using WellSky software.
• Document client interactions and care updates within 24 hours, and communicate urgent incidents and critical handoffs on the same day.
• Share care plan changes promptly with caregivers, Scheduling, Operations, clients, families, and other relevant stakeholders.
• Track outstanding tasks with owners and due dates, confirm handoff acceptance, and ensure follow-through to completion.
• Update leadership on client concerns, service risks, caregiver issues, and unresolved items.
• Protect confidential client, caregiver, and company information and comply with agency policies and regulatory requirements.

Benefits

• Competitive salary of $75,000 to $80,000 per year, paid bi-weekly.
• Remote work with required travel within San Diego County for client visits, assessments, and quality assurance.
• Opportunity to work with a supportive, mission-driven team focused on client-centered care.
• Professional development and ongoing performance reviews to support career growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager