Client Services Manager, Home Care

Client Services Manager – Kauai Home Care

Position Summary

The Client Services Manager leads field staff in delivering excellent customer service and quality home care services, with a strong focus on service delivery, coordination of client services, caseload growth, and ongoing case management. This role partners closely with office leadership and clinical partners to support clients, families, referral sources, and employees while reflecting The BAYADA Way: compassion, excellence, and reliability.

Comprehensive Salary: $45-60k per year plus performance-based incentives.

Key Responsibilities

Client Services and Caseload Management

• Develop and grow the office caseload through strong relationship-building with clients, referral sources, payors, and community partners.

• Handle incoming service inquiries, document referrals accurately, and clearly establish service expectations, billing arrangements, and processes for issue resolution.

• Obtain insurance confirmation and authorizations by coordinating with internal teams, payors, clients, and clinical managers as needed.

Scheduling and Coordination

• Effectively schedule field staff based on competency and availability to ensure quality care and continuity of service.

• Follow up on assignments after services begin to support client, family, and employee satisfaction and help ensure reliable coverage with minimal unnecessary staff changes.

• Serve as a key point of coordination among clients, families, clinical managers, field staff, physicians, case managers, and office team members.

• Address client questions or concerns related to service, scheduling, and billing, and ensure timely documentation and follow-up on incidents or complaints.

Operational and Financial Management

• Process weekly reports and maintain accurate documentation to support continuity of care and office operations.

• Support payroll and billing processes by ensuring required information is accurate, complete, and submitted on time.

• Monitor caseload performance metrics such as gross margin, overtime, and unfilled hours, and manage billing and pay rates within approved limits.

Team and Field Staff Support

• Partner with clinical managers to support field staff supervision, performance, recognition, and retention.

• Participate in recruitment and onboarding activities, including sharing staffing ideas, managing candidate inquiries, interviewing, and supporting orientation as needed.

• Support office operations by assisting with call-outs, urgent service needs, meetings, and general team responsibilities.

Qualifications

• Bachelor’s degree required or equivalent experience.

• Demonstrated strong interpersonal skills and a proven record of goal achievement.

• Prior supervisory experience required.

• Prior healthcare, home care, and recruiting experience preferred.

• Competence in basic PC skills and the ability to communicate effectively in English required.

• Demonstrated ability to take on increasing responsibility with positive results and ambition to grow beyond the current role.

Preferred Characteristics

• Service-minded leader who can balance client needs, employee support, and office priorities in a fast-paced environment.

• Strong judgment, follow-through, and organizational skills with the ability to manage multiple moving pieces effectively.

• Committed to representing BAYADA with compassion, excellence, and reliability in every interaction.

Why This Role Matters

The Client Services Manager plays a central role in helping the KHC office deliver a high-quality home care experience by coordinating services, supporting field staff, strengthening client and referral relationships, and ensuring reliable ongoing care for clients and families.

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