Client Services Manager

The Client Services Manager at Golden Care is responsible for managing an assigned client caseload and coordinating comprehensive services from the initial assessment and onboarding through ongoing care management. This critical role serves as the central communication hub for clients, families, caregivers, referral partners, and internal teams. The Client Services Manager ensures timely follow-through, accurate documentation, high-quality service delivery, and client retention. This position requires strong organizational skills, empathy, and a commitment to enhancing the client experience. This is a remote position based in La Mesa, CA, with required travel within San Diego County for client visits, assessments, and quality assurance.

Responsibilities

• Client Care Management: Conduct thorough in-home assessments to identify client service needs and home safety concerns, and develop personalized care plans. Facilitate seamless handoffs between Business Development, Client Success, and Scheduling teams to ensure smooth onboarding and care initiation. Communicate client needs, preferences, care instructions, and relevant safety information clearly to caregivers and internal teams. Maintain continuous communication with clients and families by conducting quality assurance visits and adapting care plans as client needs evolve. Follow up on hospitalizations, health condition changes, and service transitions, coordinating updates with the appropriate parties. • Caregiver Support and Collaboration: Collaborate with the Operations Manager by sharing caregiver observations and communicating concerns as necessary. Support caregiver compliance by reporting issues related to care plans, agency policies, and service standards. Provide caregivers with clear guidance on client needs and care instructions, escalating performance or compliance challenges to the Operations Manager. Document relevant observations and assist with follow-up tasks as requested. • Scheduling and Care Operations Support: Work closely with Scheduling to match caregivers to clients based on individual needs, caregiver skills, preferences, and compatibility. Promptly communicate service interruptions, missed shifts, attendance issues, and changes in client requirements to Scheduling and Operations. Assist with schedule stabilization during periods of high demand or emergencies in coordination with Scheduling and Operations teams. Provide backup field support as needed to maintain continuity of care. • Client Satisfaction and Quality Assurance: Maintain proactive, ongoing contact with assigned clients and families to assess satisfaction, address concerns, and foster retention. Document, escalate, and manage complaints, incidents, and safety issues through to resolution with clear accountability and timely updates. Build and maintain relationships with referral partners and participate in community events and relationship-building initiatives alongside Business Development. Identify recurring service challenges and recommend improvements to enhance client experience and service quality. Meet established KPIs related to service delivery, documentation, communication, and follow-through, and actively participate in performance reviews. • Communication and Documentation: Ensure timely, accurate, and comprehensive client records, including assessment findings, care plans, visit notes, and follow-up actions, using WellSky software. Document client interactions and care updates within 24 hours, and communicate urgent incidents and critical handoffs on the same day. Promptly share care plan changes with caregivers, Scheduling, Operations, clients, families, and other relevant stakeholders. Track outstanding tasks with clear ownership and due dates, confirm handoff acceptance, and ensure follow-through to completion. Regularly update leadership on client concerns, service risks, caregiver issues, and unresolved items. Uphold confidentiality standards for client, caregiver, and company information and strictly adhere to agency policies and regulatory requirements.