Client Services Manager

Golden Care • La Mesa, CA

2d • $75,000 - $80,000 • Remote

About The Position

The Client Services Manager at Golden Care manages an assigned client caseload and coordinates comprehensive services from initial assessment and onboarding through ongoing care management. The role serves as a 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 requires strong organizational skills, empathy, and a commitment to enhancing the client experience.

This is a remote position based in La Mesa, California, with required travel within San Diego County for client visits, assessments, and quality assurance. The position 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 accountability for 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 while collaborating effectively with office and field teams.

Nice To Haves

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

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 teams to support onboarding and care initiation.
• Communicate client needs, preferences, care instructions, and safety information to caregivers and internal teams.
• Maintain communication with clients and families, conduct quality assurance visits, and adapt care plans as client needs evolve.
• Follow up on hospitalizations, changes in health conditions, and service transitions, coordinating updates with relevant parties.
• Collaborate with the Operations Manager by sharing caregiver observations and communicating concerns.
• Report caregiver compliance issues related to care plans, agency policies, and service standards; provide guidance and escalate performance or compliance challenges to the Operations Manager.
• Document relevant caregiver observations and assist with follow-up tasks as requested.
• Work with Scheduling to match caregivers and clients according to client needs, caregiver skills, preferences, and compatibility.
• Promptly communicate service interruptions, missed shifts, attendance issues, and changes in client requirements to Scheduling and Operations.
• Assist with schedule stabilization during high-demand periods or emergencies, and provide backup field support as needed to maintain continuity of care.
• Maintain proactive contact with clients and families to assess satisfaction, address concerns, and foster retention.
• Document, escalate, and manage complaints, incidents, and safety issues through resolution, providing clear accountability and timely updates.
• Build and maintain relationships with referral partners and participate in community and relationship-building initiatives with Business Development.
• Identify recurring service challenges and recommend improvements to client experience and service quality.
• Meet established KPIs related to service delivery, documentation, communication, and follow-through, and participate in performance reviews.
• Maintain timely, accurate, and comprehensive client records in WellSky, including assessments, care plans, visit notes, and follow-up actions.
• 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 clear ownership 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