Client Services Manager

About the Role

The Client Services Manager is responsible for supervising, coordinating, and maintaining Home Health Aide coverage for all clients on a daily basis in conjunction with designated contract personnel and/or the Registered Nurse. This role ensures compliance with New York State Department of Health regulations, The Joint Commission standards, and HAPI's policies and procedures.

Responsibilities

• Coordinates Home Health Aide coverage for all clients and maintains an accurate availability list of aides registered and cleared to work with HAPI.
• Selects and assigns appropriate aides for clients, documenting assignments immediately, and ensures aides understand their assignments (e.g., address, phone, days, hours).
• Arranges for back-up personnel for emergencies and/or absences.
• Maintains accurate and timely documentation and automation of all interactions and communications related to assignments with aides, clients, and contracts.
• Manages accurate schedules of aides’ work assignments and corresponding client schedules, updating automation systems as changes occur.
• Updates schedules in HHAExchange as required and maintains accurate and complete personnel profile cards.
• Advises recruitment, compliance, payroll, and finance departments of all changes in personnel data in a timely manner.
• Confirms prospective work schedules with aides, including transportation directions, and follows up with new aides within one day of placement.
• Acts as a supervisor and resource for aides regarding HAPI policy and procedure, client data, and contract information, supervising non-clinical aspects of the job.
• Validates aides' attendance and timeliness through random calls and ensures aides use the HHAExchange system as instructed.
• Evaluates aides’ work performance annually and ensures compliance with DOH regulations, including in-service attendance, annual skills competency, and health assessments.
• Participates in disciplinary proceedings and provides progressive discipline, including written counseling reports.
• Maintains documentation of all interactions, communications, disciplinary actions, and aide assignments in an accurate and timely manner.
• Completes incident and complaint reports accurately and promptly, ensuring all record-keeping aligns with HAPI’s policies.
• Participates in HAPI’s ongoing Quality/Performance Improvement activities and assigned Performance Improvement team projects.
• Accepts on-call coordination assignments on a rotating basis and maintains logs of all telephone calls, staffing changes, and new assignments during evenings, weekends, and holidays.
• Covers client/aide schedules during evenings, weekends, and holidays, ensuring clients have coverage via HHAExchange.
• Provides accurate documentation of evening, weekend, and holiday activities and disseminates information to relevant team members by the next business day.
• Participates in marketing activities, promoting HAPI services to active and prospective clients via telephone.
• Follows up with new clients within a week of service to assess satisfaction and notifies DPS of any feedback from clients, aides, or contract agencies.
• Performs other duties as assigned during emergencies or at the request of agency leadership.

Requirements

• Minimum of a High School diploma or equivalency; Bachelor’s degree is a plus.
• Previous office and/or strong customer service skills, including computer knowledge and familiarity with the HHAExchange system.
• Two years’ experience in a Licensed Home Care Agency strongly preferred.
• Bilingual (English/Spanish) strongly preferred.