Client Services Manager

Office: Kauai Home Care (KHC) – Assistive Care

Location: Lihue, Kauai, HI

Employment Type: Full-Time

Salary: 50k plus incentives

Position Summary

The Client Services Manager is a key office-based leader responsible for coordinating compassionate, reliable Assistive Care services for clients throughout Kauai. This role leads field employees in providing excellent customer service and quality home care, while supporting caseload growth, client and referral-source relationships, staffing, ongoing case management, and office operations.

The Client Services Manager works closely with the Director, Clinical Manager, field employees, clients, families, payors, referral sources, and community partners to promote safe, consistent, and person-centered care. Through strong communication, sound judgment, and dependable follow-through, this role helps clients experience comfort, independence, and dignity at home while supporting a positive and engaged employee experience.

Essential Responsibilities

Client and Caseload Management

Develop and grow the office caseload through relationship building, responsive service, and collaboration with referral sources, payors, and community organizations.

Develop long-term, trusting relationships with clients and families and communicate proactively before and after services begin.

Handle incoming service inquiries knowledgeably and accurately document referrals and inquiries in the appropriate system.

Clearly establish service agreements with clients and payors, including service details, billing arrangements, expectations, and methods for problem resolution.

Obtain insurance confirmation and service authorizations by coordinating with internal BAYADA partners, payors, clients, families, and clinical leaders.

Monitor client needs, service stability, satisfaction, and continuity of care throughout the service relationship.

Maintain current knowledge of community resources and help connect clients and families with appropriate supports when needs extend beyond the scheduled service.

Scheduling and Service Coordination

Coordinate client services and manage the caseload using sound judgment, discretion, organization, and a strong sense of urgency.

Schedule appropriate field employees based on client needs, employee competency, availability, geography, and continuity of care.

Follow up on assignments immediately after services begin and on an ongoing basis to ensure the satisfaction of clients, families, and field employees.

Monitor schedules and caseloads to minimize unnecessary employee changes and promote reliable, consistent service.

Respond promptly to call-outs, open shifts, last-minute service requests, and changes in client or employee availability.

Update schedules, client information, service details, and communication records as changes occur.

Answer client and family questions related to services, scheduling, billing, authorizations, and other concerns, or connect them with the appropriate resource.

Serve as a facilitator among clients, families, Clinical Managers, field employees, office employees, physicians, case managers, payors, and other care providers.

Document and appropriately follow up on client and employee incidents, complaints, concerns, and other pertinent interactions to support coordination and continuity of service.

Field-Employee Support and Engagement

Provide administrative supervision and support to field employees in positive partnership with the Clinical Manager and office leadership.

Provide timely feedback, recognition, coaching, counseling, and other support in accordance with BAYADA policies and office processes.

Complete regular field-employee performance evaluations jointly with the Clinical Manager, as applicable.

Participate in employee retention activities, recognition programs, office engagement efforts, and career-development conversations.

Help field employees understand service expectations, scheduling information, documentation requirements, benefits, training opportunities, and available growth pathways.