Homecare Client Services Manager

Job Description

Job Description

CLIENT SERVICES MANAGER

Leadership role | Advancement opportunity: Director of Client Services

Homewatch CareGivers of Lower Bucks County 

Position Summary

The Client Services Manager is a hands-on department leader accountable for the daily management and results of the Care Coordination, Scheduling, and Caregiver Recruitment teams. This leader owns the client service experience, establishes clear employee and departmental goals, measures progress, coaches staff, resolves escalations, and ensures consistent execution. Working closely with the Owner and Operations Manager, the Manager turns business priorities into reliable service delivery, strong client retention, caregiver readiness, and measurable performance. This position offers a path to Director of Client Services based on demonstrated leadership and results.

Team Leadership & Daily Accountability

·       Directly manage Care Coordinators, Schedulers, the Hiring Coordinator, and other assigned client services staff; clarify decision rights and individual responsibilities.

·       Lead daily priority meetings and structured weekly one-on-ones; assign owners, deadlines, and follow-up actions for all significant issues.

·       Set individual and departmental goals; review progress weekly, address missed commitments promptly, and document coaching and performance improvement.

·       Develop staff through training, delegation, cross-training, and clear, constructive feedback; build independent problem-solving and succession capacity.

·       Create a culture of urgency, collaboration, service excellence, and accountability rather than relying on the manager to personally complete every task.

Client Care, Quality & Retention

·       Own the client journey from inquiry and assessment through onboarding, ongoing service, reassessment, and discharge.

·       Oversee individualized non-medical care plans, supervisory and quality-assurance visits, documentation, client surveys, and timely follow-up.

·       Monitor complex or high-risk cases, changes in client needs, caregiver compatibility, and transitions from hospitals or facilities; coordinate appropriate non-clinical responses and referrals.

·       Act as escalation point for client and family concerns; investigate, resolve, document, and prevent recurring service problems.

·       Improve client satisfaction, retention, service continuity, and appropriate use of authorized or requested hours.

Scheduling & Service Delivery

·       Manage scheduling performance, new-client start dates, caregiver-client matching, call-offs, open shifts, missed visits, and service continuity.

·       Review daily staffing gaps, geographic coverage, overtime, and schedule accuracy; implement proactive coverage and escalation plans.

·       Coordinate with after-hours/on-call staff and personally assist with urgent coverage or care coordination when needed.

·       Identify root causes of recurring scheduling problems and improve workflows, communication, and productivity.

Caregiver Recruitment & Hiring

·       Directly supervise the Hiring Coordinator and align weekly recruiting goals with open shifts, geographic demand, new-client starts, and projected turnover.

·       Monitor job-posting effectiveness, applicant response times, interviews, orientations, completed hires, conversion rates, and ready-to-work caregiver availability.

·       Ensure consistent applicant follow-up and timely onboarding, required clearances, orientation, and other pre-assignment compliance steps.

·       Partner with Scheduling and Operations to anticipate staffing needs, address caregiver performance issues, and improve retention.

Goals, Scorecards & Executive Reporting

·       Create and maintain weekly and monthly scorecards for client retention, satisfaction, missed shifts, open shifts, service hours, overtime, recruitment, hiring, and employee follow-through.

·       Set measurable targets with the Owner, review individual results, investigate variances, and implement dated corrective-action plans.

·       Provide the Owner with a concise weekly report covering goal attainment, major client/staffing issues, actions taken, risks, and next-week priorities.

·       Use performance data to improve service quality, team productivity, staffing efficiency, and sustainable agency growth.

Growth, Partnerships & Compliance

·       Partner with Community Outreach Partners to support prompt lead follow-up, timely assessments, smooth new-client starts, and excellent experiences for referred clients.

·       Maintain professional relationships with referral partners and participate in care consultations, educational events, and community outreach as needed.

·       Work with the Operations Manager on agency procedures, documentation standards, payer requirements, audits, and applicable Pennsylvania home care rules.

·       Ensure activities remain within the agency’s licensed non-medical scope; refer clinical concerns to appropriate licensed professionals.

Leadership Expectations

Visible ownership of outcomes; decisive and timely escalation; direct but respectful performance conversations; strong delegation and follow-through; sound business judgment; and a commitment to developing a capable, accountable team.

Required Qualifications

·       4–5 years of progressive experience in home care, healthcare operations, care management, or a related field, including at least 2 years of direct staff management.

·       Demonstrated success setting goals, coaching employees, addressing underperformance, and managing results across multiple functions.

·       Strong working knowledge of non-medical home care service delivery, scheduling, client assessments, caregiver recruitment, and senior care.

·       Excellent communication, organization, judgment, conflict resolution, and ability to handle urgent competing priorities.

·       Comfort using scheduling systems, spreadsheets, performance trackers, and Microsoft Office.

Preferred Qualifications

Experience with Pennsylvania Medicaid waiver programs, private-pay, Long Term Care Insurance and Veterans services; dementia care and care transitions; referral partnerships; and a background in social work, nursing, gerontology, or healthcare administration. Relevant licensure is a plus, not a requirement.

Advancement Opportunity

This position is designed as a potential pathway to Director of Client Services. Advancement will depend on demonstrated results in team leadership, departmental goal attainment, service quality, employee development, operational improvement, and readiness for broader strategic responsibility.

Homewatch CareGivers is a pioneer in the home care industry, committed to delivering premier home care excellence. We actively engage in advancements and best practices within the home care and senior care sectors, ensuring quality outcomes and regulatory compliance in the communities we serve.

Company Description

Homewatch CareGivers is a pioneer in the home care industry, committed to delivering premier home care excellence. We actively engage in advancements and best practices within the home care and senior care sectors, ensuring quality outcomes and regulatory compliance in the communities we serve.