Client Services Manager, Home Care at Bayada

<div class="WFVF WGUF WHVF"> <div class="WIVF wd-73fa0ccf-1e46-408e-9a76-a6e0fe650d89">&nbsp;</div> </div> <h1 class="wnfdnti _1ibi0s35e _1ibi0s36a" data-pm-slice="1 1 []">Client Services Manager</h1> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg"><strong>Office:</strong> Kauai Home Care (KHC) – Assistive Care<br><strong>Location:</strong> Lihue, Kauai, HI<br><strong>Employment Type:</strong> Full-Time<br><br></p> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">Position Summary</h2> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">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.</p> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">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.</p> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">Essential Responsibilities</h2> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Client and Caseload Management</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Develop and grow the office caseload through relationship building, responsive service, and collaboration with referral sources, payors, and community organizations.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Develop long-term, trusting relationships with clients and families and communicate proactively before and after services begin.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Handle incoming service inquiries knowledgeably and accurately document referrals and inquiries in the appropriate system.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Clearly establish service agreements with clients and payors, including service details, billing arrangements, expectations, and methods for problem resolution.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Obtain insurance confirmation and service authorizations by coordinating with internal BAYADA partners, payors, clients, families, and clinical leaders.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Monitor client needs, service stability, satisfaction, and continuity of care throughout the service relationship.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Maintain current knowledge of community resources and help connect clients and families with appropriate supports when needs extend beyond the scheduled service.</p> </li> </ul> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Scheduling and Service Coordination</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Coordinate client services and manage the caseload using sound judgment, discretion, organization, and a strong sense of urgency.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Schedule appropriate field employees based on client needs, employee competency, availability, geography, and continuity of care.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Follow up on assignments immediately after services begin and on an ongoing basis to ensure the satisfaction of clients, families, and field employees.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Monitor schedules and caseloads to minimize unnecessary employee changes and promote reliable, consistent service.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Respond promptly to call-outs, open shifts, last-minute service requests, and changes in client or employee availability.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Update schedules, client information, service details, and communication records as changes occur.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Answer client and family questions related to services, scheduling, billing, authorizations, and other concerns, or connect them with the appropriate resource.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Serve as a facilitator among clients, families, Clinical Managers, field employees, office employees, physicians, case managers, payors, and other care providers.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Document and appropriately follow up on client and employee incidents, complaints, concerns, and other pertinent interactions to support coordination and continuity of service.</p> </li> </ul> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Field-Employee Support and Engagement</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Provide administrative supervision and support to field employees in positive partnership with the Clinical Manager and office leadership.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Provide timely feedback, recognition, coaching, counseling, and other support in accordance with BAYADA policies and office processes.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Complete regular field-employee performance evaluations jointly with the Clinical Manager, as applicable.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Participate in employee retention activities, recognition programs, office engagement efforts, and career-development conversations.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Help field employees understand service expectations, scheduling information, documentation requirements, benefits, training opportunities, and available growth pathways.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Promote respectful, transparent, and solution-focused communication when addressing employee or client concerns.</p> </li> </ul> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Recruiting and Onboarding</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Participate actively in the recruitment of field employees in partnership with the Director, recruiting partners, and the office team.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Communicate recruiting and staffing ideas to leadership and participate in office recruitment planning.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Manage incoming candidate inquiries and speak knowledgeably about BAYADA opportunities, benefits, training, and career pathways.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Participate in interviews, candidate selection, orientation, onboarding, and early employee follow-up as directed by office leadership.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Support efforts to build a strong, reliable, and engaged field team serving the Kauai community.</p> </li> </ul> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Fiscal and Operational Management</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Accurately process field-employee payroll each week in accordance with office and divisional responsibilities.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Collect and submit information required for billing and coordinate with finance and other internal partners as needed.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Monitor caseload activity, service utilization, authorizations, admissions, referrals, and other office metrics relevant to service and financial performance.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Manage billing information, pay rates, and service details within approved limits and established procedures.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Assist with account collections in conjunction with the Director and appropriate collections partners.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Maintain accurate records in BAYADA systems, including client schedules, communication notes, service information, and employee-related documentation.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Maintain current knowledge of BAYADA policies, procedures, government requirements, contract requirements, and applicable Assistive Care State Programs expectations.</p> </li> </ul> <h3 class="wnfdnti _1ibi0s35e _1ibi0s36a">Team and Office Support</h3> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Work collaboratively with the entire office team to support clients, field employees, referral sources, and community partners.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Answer phones, greet visitors, respond to correspondence, and assist with administrative office needs as required.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Provide the On-Call Manager with current and pertinent information and participate in on-call or backup coverage as directed by office leadership.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Participate in office, practice, and company meetings, events, trainings, and functions.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Contribute to a culture of continuous improvement by identifying service barriers, sharing ideas, and supporting practical solutions.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Perform other related duties as required or requested by the supervisor.</p> </li> </ul> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">Minimum Qualifications</h2> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Demonstrates the characteristics of The BAYADA Way: compassion, excellence, and reliability.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Bachelor’s degree or four-year college degree required or equivalent healthcare experience.&nbsp;</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Demonstrated record of strong interpersonal skills and effective relationship building.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Demonstrated record of goal achievement and successfully taking on increasing responsibility with positive results.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Prior supervisory experience preferred.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Prior healthcare, home care, recruiting, staffing, customer service, or related experience preferred.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Strong organizational skills, follow-through, and the ability to manage multiple priorities in a fast-paced environment.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Sound judgment and the ability to respond calmly and professionally to changing client, employee, and office needs.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Competence in basic computer skills and the ability to learn BAYADA systems and technology.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Ability to read, write, and effectively communicate in English.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Acceptable results on required pre-employment assessments and background checks.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Ability to work in the office and travel throughout Kauai as needed to support client, employee, community, or office needs.</p> </li> </ul> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">Key Competencies</h2> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Customer Focus: Builds trusting relationships and delivers responsive, client-centered solutions.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Communicates Effectively: Listens actively, communicates clearly, and adapts communication to clients, families, employees, referral sources, and internal partners.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Decision Quality: Uses sound judgment, available information, and BAYADA standards to make timely, well-reasoned decisions.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Situational Adaptability: Adjusts priorities and approach as client needs, staffing conditions, schedules, and office demands change.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Develops Talent: Supports field-employee growth through coaching, recognition, feedback, training, and connection to career opportunities.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Drives Engagement: Creates a welcoming, respectful, and appreciative experience for clients, families, field employees, and office teammates.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Cultivates Innovation: Identifies practical solutions that improve service reliability, client satisfaction, employee engagement, and office performance.</p> </li> </ul> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">Work Environment and Physical Requirements</h2> <ul class="wnfdntf"> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">This is primarily an office-based position in the KHC Assistive Care office in Lihue, Kauai, with regular interaction by phone, computer, and in person.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">The role may require travel throughout Kauai for client, employee, community, training, or office-related needs.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">The position requires the ability to communicate effectively, use standard office technology, manage frequent interruptions, and remain organized in a high-volume environment.</p> </li> <li class="wnfdnte _1ibi0s35c"> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">Reasonable accommodations may be available to enable qualified individuals to perform the essential functions of the position.</p> </li> </ul> <h2 class="wnfdnti _1ibi0s35e _1ibi0s36a">BAYADA Commitment</h2> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">At BAYADA, we believe our clients and families deserve care delivered with compassion, excellence, and reliability. The Client Services Manager helps bring that commitment to life by strengthening relationships, supporting dependable service, recognizing the contributions of field employees, and helping people throughout Kauai live safely and comfortably at home.</p> <p class="wnfdntu _1ibi0s3fd _1ibi0s3ce _1ibi0s3eg">This description reflects the core expectations for the Client Services Manager role. Specific duties, training requirements, and qualifications may vary based on office needs, payor mix, contracts, and applicable state or program requirements.</p> <p>&nbsp;</p><div class="content-conclusion"><p><strong><span style="color: black;">As an accredited, regulated, certified, and licensed home health care provider, BAYADA complies with all state/local mandates.</span></strong></p> <p>BAYADA is celebrating 50 years of compassion, excellence, and reliability. Learn more about our 50th anniversary celebration and how you can join in <a href="https://www.bayada.com/50">here</a>.</p> <p>BAYADA Home Health Care, Inc., and its associated entities and joint venture partners, are Equal Opportunity Employers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other similarly protected status in accordance with federal, state and local laws. &nbsp;Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.</p></div>