Client Service Manager

Job Description

Position Overview

The Client Service Manager is responsible for ensuring exceptional service delivery to clients and their families while supporting the operational success of the West Oahu office. This role manages client relationships, oversees caregiver-client matching, ensures service quality, and coordinates care plans. The Client Service Manager serves as the primary point of contact for clients and families, ensuring compassionate, responsive, and reliable in-home care services.

• Serve as the primary liaison between clients, families, caregivers, and the office team.

• Conduct client intake consultations and assessments to understand care needs.

• Develop and maintain individualized care plans.

• Perform regular client check-ins and home visits to ensure satisfaction and service quality.

• Address client concerns and resolve service issues promptly.

• Match caregivers with clients based on skills, personality, availability, and care requirements.

• Communicate client expectations and care plans to caregivers.

• Monitor caregiver performance and client feedback.

• Support scheduling adjustments in coordination with the scheduling team.

• Ensure care services comply with company policies and applicable regulations.

• Maintain accurate client documentation and service records.

• Monitor client outcomes and recommend adjustments to care plans when needed.

• Support quality assurance initiatives and service improvement efforts.

• Assist with client onboarding and service start-up processes.

• Collaborate with recruitment, scheduling, and operations teams to ensure staffing coverage.

• Track client service metrics and satisfaction indicators.

• Support office growth through client retention and referral relationship building.

• Build trusting relationships with families, healthcare professionals, and community partners.

• Educate clients and families about available services and care options.

• Represent the company professionally in client homes and community settings.

• Bachelor’s degree in Healthcare Administration, Social Work, Nursing, or related field preferred.

• 2–5 years of experience in home care, healthcare, or client service management.

• Experience working with seniors or in the home care industry strongly preferred.

• Strong interpersonal, communication, and conflict resolution skills.

• Excellent organizational and problem-solving abilities.

• Ability to manage multiple clients and priorities simultaneously.

• Proficiency in Microsoft Office and care management or scheduling software.

• Valid driver’s license and reliable transportation for local client visits.

• Compassion and empathy for seniors and families

• Customer service excellence

• Relationship management

• Attention to detail

• Team collaboration

• Adaptability in a fast-paced care environment

• Combination of office work and client home visits throughout West Oahu.

• May require occasional evenings or weekends to respond to urgent client needs.