Client Services Manager

Position Summary

The Client Services Manager plays a key leadership role in ensuring exceptional client satisfaction, seamless service delivery, and strong caregiver-client relationships. This position oversees client accounts, supports caregiver matching, and coordinates care services to ensure each client receives personalized, high-quality support aligned with Golden Care's standards.

Job Description Summary

The Client Services Manager is responsible for overseeing client relationships and ensuring the delivery of compassionate, high-quality service that reflects the organization’s commitment to excellence in care and client satisfaction. This role serves as the primary point of contact for clients and their families, building trusted relationships, addressing concerns, coordinating services, and ensuring client needs are met in a timely and professional manner. This position also supports business development efforts by identifying growth opportunities, strengthening client retention, and representing the organization within the community.

Essential Duties And Responsibilities

• Serve as the primary point of contact for assigned clients and their families. Build and maintain strong, trusting relationships through consistent communication and support.

• Monitor client satisfaction and proactively address concerns to ensure a positive client experience.

• Conduct regular client check-ins and service reviews to assess needs and satisfaction.

• Ensure client records and communications are maintained accurately and confidentially.

• Identify, pursue, and help secure new client opportunities through networking, referrals, and community outreach.

• Develop and deliver presentations, proposals, and service information to prospective clients and referral partners.

• Collaborate with leadership, marketing, and operations teams to support growth initiatives.

• Track referrals, leads, client conversions, and client on-boarding.

• Support client retention efforts by maintaining strong relationships and ensuring high-quality service delivery.

• Lead, mentor, and support members of the client services team. Assign responsibilities, monitor performance, and provide coaching and constructive feedback.

• Promote a culture of professionalism, accountability, and client-centered care. Develop and implement workflows and processes that improve efficiency and service quality.

• Monitor and analyze client satisfaction, service quality, retention rates, and key performance indicators (KPIs). Prepare reports and provide recommendations to leadership regarding service improvements and growth opportunities.

• Develop, implement, and maintain client service policies, procedures, and best practices. Identify opportunities to improve operational efficiency and the overall client experience.

• Participate in quality improvement initiatives and organizational planning efforts.

Additional Responsibilities

• Perform other duties and special projects as assigned. Support organizational goals and initiatives as needed.

Required Knowledge, Skills, And Abilities

• Strong leadership and team management skills.

• Exceptional client relationship-building and customer service abilities.

• Business development, networking, and sales aptitude.

• Effective conflict resolution and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong presentation and interpersonal skills.

• Effective time management and organizational abilities.

• Analytical thinking and reporting capabilities.

• Ability to manage multiple priorities, clients, and projects simultaneously.

• Proficiency in CRM systems and Microsoft Office applications.

Qualifications

• A minimum of two (2) years of experience in client services, home care, case management, healthcare, business development, or a related field.

• Previous supervisory or management experience preferred.

• Demonstrated success in developing client relationships and generating business opportunities.

• Strong interpersonal, communication, and problem-solving skills.

• Proficiency in CRM software and Microsoft Office Suite.

• Valid driver's license and reliable transportation for client visits and community outreach activities.

• Documentation of a current negative tuberculosis (TB) test or willingness to obtain TB clearance prior to employment.

Work Environment

A hybrid work environment combining office-based work, remote work, regular travel to client homes, healthcare facilities, referral partner locations, and community events. Typical office hours are Monday through Friday, 8:00 AM to 5:00 PM. May require occasional evening, weekend, and holiday availability based on operational needs.

On-Call Responsibilities

• Participate in a rotating on-call schedule to provide after-hours support for clients, families, caregivers, and urgent operational needs.

• Respond promptly to client and caregiver concerns, schedule changes, call-offs, emergencies, and service-related issues during assigned on-call periods.

• Coordinate with caregivers, clients, and internal team members to ensure continuity of care and uninterrupted service delivery.

• Document and communicate all after-hours activities, incidents, and resolutions to appropriate team members for follow-up.

• Exercise sound judgment and problem-solving skills when addressing urgent situations and escalating issues as needed.

Compensation & Benefits

• Competitive salary based on experience.

• Mileage reimbursement for approved business travel.

• Paid Sick Leave and “Unlimited” Paid Time Off (PTO).

• 401(k) retirement plan.

• Health insurance.