Client Services & Care Team Manager

Position Summary

We are seeking a compassionate, organized, and proactive Client Services & Care Team Manager to oversee client satisfaction, care quality, caregiver performance, and ongoing service delivery. This role serves as the primary bridge between clients, families, caregivers, and office operations, ensuring exceptional service and positive outcomes for everyone we serve.

The ideal candidate is a relationship-builder who thrives on helping others, solving problems, and creating positive experiences. This individual will oversee client onboarding, care plan management, caregiver support, quality assurance, and ongoing client communication while maintaining a strong focus on service excellence and operational efficiency.

This role requires someone who naturally takes ownership, acts with integrity, and proactively addresses concerns before they become larger issues. 

Our Core Values

Integrity
We do the right thing, even when nobody is watching. We communicate honestly, follow through on commitments, and build trust through accountability and transparency. 

Problem Solving
We focus on solutions. We remain calm under pressure, listen carefully, and work collaboratively to resolve challenges quickly and effectively.

Initiative
We don't wait for problems to find us. We anticipate needs, identify opportunities for improvement, and take action to enhance the experience of our clients, families, and caregivers. 

Key Responsibilities

Client Services & Relationship Management

• Serve as the primary point of contact for clients and their families.
• Conduct client consultations, assessments, and service reviews.
• Develop and maintain individualized care plans that align with client needs and preferences.
• Perform regular client satisfaction calls, visits, and quality assurance reviews.
• Address client concerns, service issues, and complaints in a timely and professional manner.
• Build strong, lasting relationships with clients, referral partners, and community stakeholders. 
• Ensure all client information and documentation are accurate, complete, and compliant.

Care Team Management 

• Support caregivers through coaching, communication, recognition, and performance management.
• Conduct caregiver introductions and ensure successful client-caregiver matches.
• Monitor service quality and caregiver performance.
• Work collaboratively with the Recruiting & Scheduling Team to ensure staffing needs are met.
• Assist with caregiver training, orientation, and ongoing development initiatives.
• Help identify opportunities to improve caregiver retention and engagement.
• Participate in investigations and resolutions involving services concerns, incidents, or client feedback.

Care Planning & Quality Assurance

• Conduct initial and ongoing client assessments.
• Create, review, and update care plans as client needs change.
• Monitor client outcomes and identify opportunities to improve care delivery.
• Complete regular quality assurance visits and service evaluations.
• Ensure all services are delivered according to company standards, policies, and client expectations.
• Maintain compliance with applicable regulations and company procedures. Communication & Coordination
• Maintain consistent communication with clients, families, caregivers, and internal team members.
• Collaborate with Operations, Scheduling, and Recruiting departments to ensure seamless service delivery.
• Document all client interactions, service changes, and follow-up activities in company software systems.
• Provide timely updates to leadership regarding client satisfaction, service concerns, and retention trends. 

Business Growth & Community Engagement 

• Assist with client retention initiatives and referral relationship management.
• Represent the company professionally within the community.
• Participate in networking events, educational programs, and community outreach efforts as needed.
• Support efforts to grow client relationships through exceptional service and reputation management. 

What Success Looks Like

Successful candidates will:

• Build strong trust-based relationships with clients, families, and caregivers.
• Proactively identify and resolve issues before they impact service quality.
• Demonstrate empathy while maintaining professionalism and accountability.
• Consistently deliver exceptional customer service.
• Maintain accurate documentation and follow-through.
• Communicate effectively across all levels of the organization. 
• Contribute to improved client satisfaction, retention, and caregiver engagement.
• Embody our core values of Integrity, Problem Solving, and Initiative every day. 

Qualifications Required

• High School Diploma or equivalent.
• Minimum 2–3 years of experience in client services, care coordination, healthcare, home care, customer service, social services, or a related field.
• Strong interpersonal, communication, and relationship-building skills.
• Excellent organizational and time-management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Proficiency with Microsoft Office and client management software systems.
• Reliable transportation and willingness to travel locally for client visits when necessary.

Preferred

• Associate's or Bachelor's degree in Healthcare Administration, Human Services, Business, Nursing, Social Work, or a related field.
• Experience in home care, healthcare, senior care, staffing, or service-based industries.
• Experience conducting client assessments and care planning.
• Supervisory or team leadership experience.
• Knowledge of state and federal regulations related to care services. 
• Bilingual Spanish.

Why Join Our Team?

• Meaningful work that directly impacts the lives of clients and families
• Collaborative and supportive team environment
• Opportunity to help shape the client experience and company culture
• Ongoing professional development opportunities
• A workplace built on integrity, initiative, accountability, and service excellence 

About Senior Helpers:

We are an independently owned and operated franchisee of SH Franchising, LLC dba Senior Helpers®. Senior Helpers® has been the nation's premier franchisor of in-home senior care franchisees since 2005, with locations across the country. Our services range from specialized care for those with chronic diseases to companion services for seniors looking for assistance with daily activities. Our mission is to provide compassionate care and improve the quality of life for our clients, their families, and our employees.

We are proud to be an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, and local laws.

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