Client Services Manager

Job Description

SmithLife Homecare is seeking an experienced and compassionate Client Services Manager to oversee both the intake sales process and care coordination functions. This dual-role leader will serve as the first point of contact for prospective clients, while also ensuring high-quality care delivery through effective scheduling, caregiver-client matching, and service oversight. This position is ideal for someone who thrives in a fast-paced, mission-driven environment and is passionate about delivering exceptional service to older adults and their families.

The primary focus of the Client Services Manager is to lead both care coordination and intake sales functions. This role serves as the primary point of contact for initiating and managing care services, including scheduling, caregiver-client matching, and service oversight. The Client Services Manager will also support client acquisition by engaging with prospective clients and guiding them through the intake process.

Essential job responsibilities:

Coordination & Supervision

Oversee day-to-day scheduling operations and ensure optimal caregiver-client matches.

Supervise the care coordination team, providing leadership, training, and performance oversight.

Assist with coordination efforts to ensure 100% staffing ratios.

Monitor service quality and client satisfaction through ongoing communication and check-ins of client schedules.

Monitor caregiver utilization to eliminate overtime.

Collaborate with the orientation team to ensure proper caregiver onboarding and training aligned with client needs.

Collaborate with HR to meet current staffing needs or specialized case requirements.

Support the team in resolving scheduling conflicts, callouts, and emergency coverage.

Ensure compliance with state regulations and internal care delivery standards.

Assist with ensure client billing is correct billing amounts.

On Call Rotation evenings and weekends

Intake & Sales

Serve as the primary contact for all new inquiries and prospective clients.

Qualify leads, educate families on home care services, and guide them through the intake process.

Work through inquiries with potential clients to identify appropriate care solutions.

Convert leads to active clients by managing the intake and follow-up process.

Maintain accurate and up-to-date records in the CRM system, Welcome Home.

Other duties as assigned are in support of the mission of SmithLife Homecare.

Interdepartmental collaboration with human resources, clinical, sales, and continuum of care.Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.

Required Skills and Experience

Requirements:

5+ years of experience in home care, healthcare, or senior services, with leadership or supervisory experience preferred

Strong background in intake, sales, scheduling, or care coordination

Excellent interpersonal and problem-solving skills

Strong organizational skills and ability to manage multiple priorities

Proficient in CRM and scheduling platforms (e.g., ClearCare/WellSky and WelcomeHome)

Exceptional communication skills with empathy and professionalism

Full-time