Client Services Manager

Harrisburg, PA

JOB TITLE: Client Services Manager
REPORTS TO: Branch Director
FLSA STATUS: Non-Exempt

Company Overview

Our Home Care is committed to providing high-quality, comprehensive home health and personal care services to the communities we serve. Our mission is to deliver client-centered, affordable care that helps individuals lead dignified and independent lives in the comfort of their own homes.

Position Summary

The Client Services Manager plays a crucial role in supporting our mission by ensuring high standards of service delivery and client satisfaction. Reporting to the Branch Director, this position focuses on driving growth, retaining clients and caregivers, and ensuring compliance with regulatory and quality standards.

Key responsibilities include staff coordination, caregiver recruitment and retention, client service support, and community outreach. Success in this role is measured by client/caregiver retention and overall program growth.

Essential Responsibilities

Coordinate and staff caregivers to deliver quality home care
Source, recruit, and support hiring of Personal Care Assistants (PCAs)
Oversee and manage care coordination for clients
Provide exceptional customer service and resolve client/caregiver issues
Conduct regular check-ins with clients and caregivers to assess satisfaction
Serve as an escalation point for service concerns
Enforce caregiver performance expectations, including corrective actions
Plan and implement outreach to former clients to resume services
Visit clients in their homes as needed
Maintain and analyze key performance metrics (retention, referrals, satisfaction)
Ensure ongoing regulatory, HR, and quality compliance
Prepare and present activity and performance reports
Support other duties, including temporary Client Services Coordinator tasks

Qualifications

Required:

Valid state driver’s license and ability to travel locally
1+ year of experience in customer service, sales, recruiting, marketing, or public relations
1+ year of experience in the home health care industry
Strong communication (written and verbal) and organizational skills
Ability to multitask and adapt to changing priorities
Comfortable working in a multicultural environment
Goal-oriented, proactive, and personable
Ability to build relationships with clients, caregivers, and community stakeholders

Preferred:

Associate’s Degree (Required); Bachelor’s Degree in Business, Marketing, Healthcare Management, or related field (Preferred)
2+ years of customer service experience
Experience with the Pennsylvania Medicaid waiver program
Previous experience in a home care or healthcare setting
Marketing and/or recruiting background
Familiarity with Microsoft Office Suite and home health software (HHAeXchange a plus)

Compliance Expectations

Follow our policies and procedures at all times
Participate in investigations and report any violations
Uphold ethical behavior in line with our mission and Standards of Conduct
Protect confidential and private health information (HIPAA compliance)

Competencies and Skills

Excellent organizational, verbal, and written communication skills
Empathy and professionalism in client and family interactions
Strong customer service and phone etiquette
Effective time and resource management
Ability to work independently and collaboratively
Computer proficiency in Microsoft Office and EMR systems