Client Services & Care Team Manager

Client Services & Care Team Manager Location: Pelham, AL About the Role Senior Helpers of Pelham is seeking a highly organized, proactive, and compassionate Client Services & Care Team Manager to oversee the day-to-day coordination of our clients and caregiving team. This is a hands-on operational leadership position for someone who thrives in a fast-paced environment, communicates exceptionally well, solves problems independently, and understands that excellent home care depends on both exceptional client service and a reliable, supported caregiver team. The ideal candidate will have experience in home care, healthcare, medical-office operations, staffing, scheduling, or a related service environment. Home-care experience is strongly preferred but not required for an exceptional candidate. Senior Helpers is committed to improving the quality of life for seniors and their families through dependable, compassionate care. Our Pelham office is locally owned and operated and is building a team centered on professionalism, accountability, compassion, and exceptional service. We are looking for someone who wants more than an office position. We want a leader who is excited about helping build a growing home-care organization and developing an outstanding team of caregivers. Key Responsibilities Client Services

• Serve as a primary point of contact for clients and families regarding routine service needs.
• Coordinate new-client starts and ensure schedules are properly staffed.
• Conduct regular client follow-ups and help maintain high client satisfaction.
• Respond promptly and professionally to client concerns and service changes.
• Maintain accurate client information and documentation in homecare software (WellSky).
• Monitor authorized service hours and communicate potential scheduling or authorization issues before they become problems.
• Escalate significant client concerns to the Owner when appropriate.

Care Team Management & Scheduling

• Manage caregiver schedules and ensure appropriate client/caregiver matching.
• Proactively identify and address open shifts and potential coverage gaps.
• Be willing and able to personally provide client care and cover caregiver shifts when necessary to maintain continuity of care, including occasional urgent or last-minute coverage.
• Manage caregiver call-outs and coordinate replacement coverage.
• Communicate schedule changes clearly and promptly.
• Monitor caregiver attendance, punctuality, reliability, and performance.
• Address routine caregiver performance concerns through coaching and accountability.
• Maintain caregiver availability information.
• Help ensure sufficient caregiver coverage for current clients and anticipated new clients.
• Coordinate after-hours/on-call staffing needs according to company procedures.

Recruiting & Caregiver Engagement

• Assist with maintaining an active caregiver recruiting pipeline.
• Screen caregiver applicants and coordinate interviews.
• Assist with onboarding, orientation, background screening, and training requirements.
• Help maintain a pool of qualified caregivers who are ready to work.
• Build positive relationships with caregivers while maintaining clear performance expectations and accountability.

What We're Looking For The successful candidate will be someone who:

• Takes ownership.
• Is comfortable making decisions and solving problems independently.
• Communicates professionally with clients, families, caregivers, and leadership.
• Can have difficult conversations respectfully and confidently.
• Is highly organized and attentive to detail.
• Is comfortable working with scheduling and client-management software.
• Understands the importance of confidentiality and professional boundaries.
• Can balance compassion with accountability.

Qualifications

• Must be willing and able to perform caregiver duties and provide direct client care when necessary.
• Minimum 2 years of experience in healthcare, home care, staffing, scheduling, medical-office operations, client services, or a related field preferred.
• Previous scheduling or workforce coordination experience strongly preferred.
• Previous supervisory or team-lead experience preferred.
• Home-care experience is a significant plus.
• Experience with WellSky or similar healthcare scheduling software is a plus.
• Strong computer, telephone, written communication, and organizational skills required.
• Ability to work independently and exercise sound judgment.
• High school diploma or equivalent required; college education or relevant professional training preferred.

What Success Looks Like Success in this position means:

• Clients and families receive responsive, professional service.
• Caregiver schedules are accurate and consistently covered.
• Call-outs are addressed quickly and effectively.
• Caregivers know what is expected of them and are held accountable.
• Staffing needs are anticipated rather than constantly becoming emergencies.
• Documentation is accurate and timely.
• Routine operational issues are resolved without unnecessary escalation.
• The Owner can focus on business development, strategic growth, compliance, and leadership rather than daily scheduling problems.

Schedule: * Full-time. Some after-hours availability may be required based on operational needs. Benefits:

• Paid vacation and holidays.
• ZayZoon- Pay Advance- Get paid same-day
• Job Type: Full-time
• Access to an employee discount marketplace on travel, entertainment, and retail (LifeMart)

About Senior Helpers: We are an independently owned and operated franchisee of SH Franchising, LLC dba Senior Helpers®. Senior Helpers® has been the nation’s premier franchisor of in-home senior care franchisees since 2005, with locations across the country. Our services range from specialized care for those with chronic diseases to companion services for seniors looking for assistance with daily activities. Our mission is to provide compassionate care and improve the quality of life for our clients, their families, and our employees. We are proud to be an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, and local laws.