Client Services Manager

Office: Kauai Home Care (KHC) – Assistive Care
Location: Lihue, Kauai, HI
Employment Type: Full-Time

Position Summary

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.

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.

Essential Responsibilities

Client and Caseload Management

• Develop and grow the office caseload through relationship building, responsive service, and collaboration with referral sources, payors, and community organizations.

• Develop long-term, trusting relationships with clients and families and communicate proactively before and after services begin.

• Handle incoming service inquiries knowledgeably and accurately document referrals and inquiries in the appropriate system.

• Clearly establish service agreements with clients and payors, including service details, billing arrangements, expectations, and methods for problem resolution.

• Obtain insurance confirmation and service authorizations by coordinating with internal BAYADA partners, payors, clients, families, and clinical leaders.

• Monitor client needs, service stability, satisfaction, and continuity of care throughout the service relationship.

• Maintain current knowledge of community resources and help connect clients and families with appropriate supports when needs extend beyond the scheduled service.

Scheduling and Service Coordination

• Coordinate client services and manage the caseload using sound judgment, discretion, organization, and a strong sense of urgency.

• Schedule appropriate field employees based on client needs, employee competency, availability, geography, and continuity of care.

• Follow up on assignments immediately after services begin and on an ongoing basis to ensure the satisfaction of clients, families, and field employees.

• Monitor schedules and caseloads to minimize unnecessary employee changes and promote reliable, consistent service.

• Respond promptly to call-outs, open shifts, last-minute service requests, and changes in client or employee availability.

• Update schedules, client information, service details, and communication records as changes occur.

• Answer client and family questions related to services, scheduling, billing, authorizations, and other concerns, or connect them with the appropriate resource.

• Serve as a facilitator among clients, families, Clinical Managers, field employees, office employees, physicians, case managers, payors, and other care providers.

• Document and appropriately follow up on client and employee incidents, complaints, concerns, and other pertinent interactions to support coordination and continuity of service.

Field-Employee Support and Engagement

• Provide administrative supervision and support to field employees in positive partnership with the Clinical Manager and office leadership.

• Provide timely feedback, recognition, coaching, counseling, and other support in accordance with BAYADA policies and office processes.

• Complete regular field-employee performance evaluations jointly with the Clinical Manager, as applicable.

• Participate in employee retention activities, recognition programs, office engagement efforts, and career-development conversations.

• Help field employees understand service expectations, scheduling information, documentation requirements, benefits, training opportunities, and available growth pathways.

• Promote respectful, transparent, and solution-focused communication when addressing employee or client concerns.

Recruiting and Onboarding

• Participate actively in the recruitment of field employees in partnership with the Director, recruiting partners, and the office team.

• Communicate recruiting and staffing ideas to leadership and participate in office recruitment planning.

• Manage incoming candidate inquiries and speak knowledgeably about BAYADA opportunities, benefits, training, and career pathways.

• Participate in interviews, candidate selection, orientation, onboarding, and early employee follow-up as directed by office leadership.

• Support efforts to build a strong, reliable, and engaged field team serving the Kauai community.

Fiscal and Operational Management

• Accurately process field-employee payroll each week in accordance with office and divisional responsibilities.

• Collect and submit information required for billing and coordinate with finance and other internal partners as needed.

• Monitor caseload activity, service utilization, authorizations, admissions, referrals, and other office metrics relevant to service and financial performance.

• Manage billing information, pay rates, and service details within approved limits and established procedures.

• Assist with account collections in conjunction with the Director and appropriate collections partners.

• Maintain accurate records in BAYADA systems, including client schedules, communication notes, service information, and employee-related documentation.

• Maintain current knowledge of BAYADA policies, procedures, government requirements, contract requirements, and applicable Assistive Care State Programs expectations.

Team and Office Support

• Work collaboratively with the entire office team to support clients, field employees, referral sources, and community partners.

• Answer phones, greet visitors, respond to correspondence, and assist with administrative office needs as required.

• Provide the On-Call Manager with current and pertinent information and participate in on-call or backup coverage as directed by office leadership.

• Participate in office, practice, and company meetings, events, trainings, and functions.

• Contribute to a culture of continuous improvement by identifying service barriers, sharing ideas, and supporting practical solutions.

• Perform other related duties as required or requested by the supervisor.

Minimum Qualifications

• Demonstrates the characteristics of The BAYADA Way: compassion, excellence, and reliability.

• Bachelor’s degree or four-year college degree required or equivalent healthcare experience. 

• Demonstrated record of strong interpersonal skills and effective relationship building.

• Demonstrated record of goal achievement and successfully taking on increasing responsibility with positive results.

• Prior supervisory experience preferred.

• Prior healthcare, home care, recruiting, staffing, customer service, or related experience preferred.

• Strong organizational skills, follow-through, and the ability to manage multiple priorities in a fast-paced environment.

• Sound judgment and the ability to respond calmly and professionally to changing client, employee, and office needs.

• Competence in basic computer skills and the ability to learn BAYADA systems and technology.

• Ability to read, write, and effectively communicate in English.

• Acceptable results on required pre-employment assessments and background checks.

• Ability to work in the office and travel throughout Kauai as needed to support client, employee, community, or office needs.

Key Competencies

• Customer Focus: Builds trusting relationships and delivers responsive, client-centered solutions.

• Communicates Effectively: Listens actively, communicates clearly, and adapts communication to clients, families, employees, referral sources, and internal partners.

• Decision Quality: Uses sound judgment, available information, and BAYADA standards to make timely, well-reasoned decisions.

• Situational Adaptability: Adjusts priorities and approach as client needs, staffing conditions, schedules, and office demands change.

• Develops Talent: Supports field-employee growth through coaching, recognition, feedback, training, and connection to career opportunities.

• Drives Engagement: Creates a welcoming, respectful, and appreciative experience for clients, families, field employees, and office teammates.

• Cultivates Innovation: Identifies practical solutions that improve service reliability, client satisfaction, employee engagement, and office performance.

Work Environment and Physical Requirements

• 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.

• The role may require travel throughout Kauai for client, employee, community, training, or office-related needs.

• The position requires the ability to communicate effectively, use standard office technology, manage frequent interruptions, and remain organized in a high-volume environment.

• Reasonable accommodations may be available to enable qualified individuals to perform the essential functions of the position.

BAYADA Commitment

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.

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.

As an accredited, regulated, certified, and licensed home health care provider, BAYADA complies with all state/local mandates.

BAYADA is celebrating 50 years of compassion, excellence, and reliability. Learn more about our 50th anniversary celebration and how you can join in here.

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.  Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.