Client Services Manager, Home Care

<div class="WFVF WGUF WHVF"> <div class="WIVF wd-73fa0ccf-1e46-408e-9a76-a6e0fe650d89"> </div> </div> <h1 class="wnfdnti _1ibi0s35e _1ibi0s36a" data-pm-slice="1 1 []">Client Services Manager</h1> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg"><strong>Office:</strong> Kauai Home Care (KHC) – Assistive Care<br><strong>Location:</strong> Lihue, Kauai, HI<br><strong>Employment Type:</strong> Full-Time<br><br></p> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">Position Summary</h2> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">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.</p> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">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.</p> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">Essential Responsibilities</h2> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Client and Caseload Management</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Develop and grow the office caseload through relationship building, responsive service, and collaboration with referral sources, payors, and community organizations.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Develop long-term, trusting relationships with clients and families and communicate proactively before and after services begin.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Handle incoming service inquiries knowledgeably and accurately document referrals and inquiries in the appropriate system.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Clearly establish service agreements with clients and payors, including service details, billing arrangements, expectations, and methods for problem resolution.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Obtain insurance confirmation and service authorizations by coordinating with internal BAYADA partners, payors, clients, families, and clinical leaders.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Monitor client needs, service stability, satisfaction, and continuity of care throughout the service relationship.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Maintain current knowledge of community resources and help connect clients and families with appropriate supports when needs extend beyond the scheduled service.</p> </li> </ul> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Scheduling and Service Coordination</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Coordinate client services and manage the caseload using sound judgment, discretion, organization, and a strong sense of urgency.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Schedule appropriate field employees based on client needs, employee competency, availability, geography, and continuity of care.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Follow up on assignments immediately after services begin and on an ongoing basis to ensure the satisfaction of clients, families, and field employees.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Monitor schedules and caseloads to minimize unnecessary employee changes and promote reliable, consistent service.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Respond promptly to call-outs, open shifts, last-minute service requests, and changes in client or employee availability.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Update schedules, client information, service details, and communication records as changes occur.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Answer client and family questions related to services, scheduling, billing, authorizations, and other concerns, or connect them with the appropriate resource.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Serve as a facilitator among clients, families, Clinical Managers, field employees, office employees, physicians, case managers, payors, and other care providers.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Document and appropriately follow up on client and employee incidents, complaints, concerns, and other pertinent interactions to support coordinat