Sr Manager - Client Services
Position Summary
The Senior Manager of Client Services provides strategic and operational leadership for referral management, client intake and service coordination across internal and external partners. This role ensures timely, accurate and high-quality client service delivery while maintaining compliance with organizational standards and best practices.
Position Functions And Responsibilities
Leadership & Team Management: Lead, coach and manage the Client Services team, including performance management, staffing, and professional development. Support hiring, onboarding and training of new team members. Foster a high-performing, customer-focused team culture. Provide ongoing mentoring, feedback and leadership to ensure consistent service excellence.
Referral & Intake Operations: Oversee referral management processes across phone, fax, email and in-person channels. Ensure timely response, accurate intake and seamless handoff to clinical or service teams. Monitor key performance metrics (response time, conversion rates, service delivery timelines). Ensure adequate staffing to meet referral volume and service expectations.
Process Improvement & Workflow Optimization: Develop, implement and maintain standardized referral and client navigation workflows. Identify inefficiencies and recommend process improvements to enhance operational effectiveness. Maintain accurate documentation, training materials and job aids. Ensure compliance with regulatory and organizational standards.
Partnership Development & Growth: Build and maintain strong relationships with internal stakeholders and external referral partners. Identify opportunities for growth, partnership expansion and service integration. Collaborate with leadership to align partner strategy with organizational goals. Represent the organization professionally within the community and referral networks.
Operational & Financial Performance: Support achievement of financial, growth and conversion targets. Monitor and manage performance metrics related to referrals, admissions and service utilization. Contribute to budget awareness and operational efficiency initiatives. Ensure alignment with organizational performance and quality standards.
Cross-Functional Collaboration: Serve as a liaison between Client Services and clinical, operational, and administrative teams. Partner with leadership to address business needs, resolve issues, and implement solutions. Support service coordination across programs including home care, hospice, and community-based services.
Qualifications
- Bachelor’s degree in healthcare, business, nursing or related field
- 5+ years of experience in healthcare or community-based services
- 5-10+ years of leadership or team lead experience preferred
- Experience with referral management, intake or client services strongly preferred
Key Skills & Competencies
- Leadership and team development
- Customer service and client relationship management
- Referral management and intake operations
- Process improvement and workflow design
- Strong communication and interpersonal skills
- Problem-solving and critical thinking
- Ability to prioritize, organize, and manage multiple responsibilities
- Financial awareness and performance metrics tracking
- Proficiency in Microsoft Office, CRM systems, and EMR platforms
- High attention to detail and accuracy
- Ability to work independently and collaboratively
- A willingness to work beyond normal working hours and in other positions temporarily when necessary
Work Environment & Physical Demands
- Primarily office-based with occasional travel and community engagement
- May require flexibility in hours to support operational needs
- Regular use of standard office equipment and technology systems
- Regularly sit, stand, lift up to 10 lbs