Client Management Leader

Help at Home; Dearborn (MI); On-site; USD 70,000 - 90,000; Full time

Job summary

Help at Home in Dearborn, MI is seeking an experienced Client Management Leader I to oversee services for individuals with I/DD in Dearborn and the Eastern Michigan region. You will lead a team, ensure quality care, supervise staff, and coordinate with clinical and intake teams to meet client needs.

The ideal candidate has strong leadership, a client-centered approach, and experience navigating regulatory requirements while delivering reliable services to the community.

Qualifications

• High school diploma or GED required.
• Bachelor’s degree in social work, psychology, or related discipline preferred.
• Minimum five years of healthcare experience, preferably in home health or I/DD.
• Minimum three years of supervisory or leadership experience.

Responsibilities

• Oversee a team of Admin staff including Client Service Representatives.
• Build and maintain a culture of high-quality service.
• Ensure care delivery complies with regulations and policies.
• Maintain client records and documentation according to regulations.
• Monitor care plans, quality, and incident records; implement corrective actions.
• Lead team meetings, conduct performance reviews, and recognize staff.
• Manage operating expenses, payroll, PTO, and overtime within budget.

Skills

Leadership

Coaching

Organizational

Problem-solving

Client-focused

Communication

Conflict resolution

MS Office

Teamwork

Education

High school diploma or GED

Bachelor's in social work or psychology

Tools

MS Office

Databases

Job description

As the nation’s leading provider of high-quality home care services, we empower our clients to live independently, safely, and with dignity in their own homes. The home is more than a place – it’s the center of health, care coordination, and Meaningful Moments that transform lives.

Help at Home is seeking an experienced and compassionate Client Management Leader I to oversee client services supporting individuals with Intellectual and Developmental Disabilities (I/DD) throughout Dearborn and/or the Eastern Region of Michigan.

In this key leadership role, you will have end-to-end responsibility for the operational performance, service quality, client experience, and team performance within your assigned geographic area. You will lead a team of Client Service Representatives and administrative professionals while partnering closely with clinical, intake, and regional leadership to ensure individuals receive reliable, high-quality services that meet their needs.

The ideal candidate is a strong people leader who understands the importance of person-centered care, client and family relationships, regulatory compliance, operational excellence, and consistent service delivery. This is an opportunity to make a meaningful impact by ensuring individuals within the I/DD community receive the quality support and services they deserve.

What You'll Do:

• Oversees a team of assigned Admin employees, including Client Service Representatives.
• Build and maintain a culture of high-quality service
• Manage team to deliver quality care that adheres to regulatory requirements, company policies and procedures
• Ensures client records and documentation are maintained in compliance with regulations.
• Regularly ensures that client’s care plans are adhered to, monitored and maximized to facilitate high quality for clients that meets their needs, Compliance reporting, and maintain accurate incident records and implement actions to resolve issues
• Issue resolution for all cases requiring management intervention.
• Escalate complaints, problems or complex issues to the client’s Case Management Group.
• Initiates contact with clients and records status updates, monitors client satisfaction and promptly addresses complaints or concerns with caregiver or overall service.
• Works in collaboration with clinical and regional client intake team to ensure clients are served timely and within compliance.
• Drives team productivity and create a culture of high expectations
• Leading team meetings to encourage, motivate, and hold team accountable for actionable goals.
• Conduct performance reviews for direct reports and manage local recognition programs.
• Manage operating expenses to budget, including approval of payroll, PTO, and overtime.
• Own KPIs for area of responsibility and review them daily, weekly & monthly with Market Leader and identify actions to improve performance.
• Coach, train and mentor team to ensure all roles and responsibilities are understood, to drive performance improvement and employee satisfaction and retention.
• Call outs
• Employment Terminations
• Client Request
• Creates and maintains a database system for all important information relative to assigned Clients
• Maintains knowledge of legal and regulatory requirements including professional licenses, training, background checks, etc.
• Receives client and/or caregiver calls and handles routine issues, documenting each contact.
• Coordinates Client schedules to ensure that client service is maintained.
• Consistently maintains the confidentiality of Client, Caregiver, and agency information.
• Available for after-hours on-call reach-outs as an industry quality assurance requirement.
• Performs other job-related duties as assigned; some duties may be market specific.
• This description reflects assignment of essential functions, management may assign or reassign duties and responsibilities to this job at any time that are not listed above.

What You'll Bring:

• Strong leadership skills with the ability to coach, motivate, develop, and hold teams accountable.
• Excellent organizational and time-management skills with the ability to manage multiple priorities.
• Strong problem-solving and decision-making abilities.
• A compassionate, client-focused approach and commitment to supporting individuals with I/DD.
• Excellent verbal and written communication skills with the ability to build trusted relationships with clients, families, caregivers, employees, and community partners.
• Ability to professionally navigate conflict and resolve complex client or service concerns.
• Strong computer skills, including proficiency with Microsoft Office products and the ability to learn multiple systems and databases.
• Ability to work effectively in a fast-paced, highly collaborative environment.

Education and Experience:

• High school diploma or GED required.
• Bachelor’s degree in social work, Psychology, or a related discipline preferred.
• Minimum of five years of healthcare experience, preferably within home health, home care, I/DD, or community-based services.
• Minimum of three years of supervisory or leadership experience.
• Medicaid, Waiver, and Home Healthcare experience preferred.
• Prior experience organizing client information, maintaining documentation, and working with databases.

Management Authority:

• Conducts performance reviews
• Trains other associates
• Directs work of other associates

Physical Requirements:

• Sedentary – ability to remain in a stationary position for extended periods of time.
• Ability to move or traverse about in offices and/or client homes, including ascending and descending stairs.
• Ability to communicate effectively and clearly with others to exchange information.

Travel Requirements:

This position supports clients and operations throughout Dearborn and/or the Eastern Region of Michigan and will require the ability to travel within the assigned territory based on business and client needs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.