Client Services Manager

Comfort Keepers; Secaucus (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

Comfort Keepers is seeking a Client Services Manager to serve as the primary liaison between clients, families, caregivers, and office leadership. You will guide families from inquiry through ongoing care, ensuring personalized in-home support that promotes senior independence.

You will supervise in-home visits, coordinate caregiver matching, and maintain strong family communication, while ensuring quality assurance and compliant care planning.

Qualifications

• In-home consultations and assessments with clients and families.
• Design customized care plans using Interactive Caregiving approach.
• Coordinate start of care and smooth service onboarding.
• Perform regular in-home wellness checks for quality assurance.
• Maintain timely communication with families and power-of-attorney.
• Adjust care plans as health and mobility needs evolve.
• Proficient in scheduling/CRM software and Microsoft Office.

Responsibilities

• In-home consultations and assessments with clients and families to evaluate safety and needs.
• Design individualized care plans addressing physical, emotional, and social needs.
• Coordinate onboarding and ensure smooth transition for new clients.
• Conduct routine supervisory visits to verify care standards.
• Maintain ongoing family communication and provide updates.
• Reassess and modify care plans as conditions change.
• Partner with scheduling to match caregivers to clients.
• Introduce caregivers on first day and clarify expectations.
• Provide mentorship and constructive feedback to field staff.
• Maintain client files, notes, and logs in care management software.
• Engage with local referral partners to grow the client base.
• Participate in after-hours on-call rotation as needed.

Skills

Bilingual English/Spanish

Empathy

Active listening

Problem-solving under pressure

Conflict resolution

Microsoft Office

Scheduling/CRM software

Education

Bachelor's degree in healthcare administration

Bachelor's degree in social work

Bachelor's degree in gerontology

Tools

Scheduling/CRM software

Microsoft Office

Job description

Position Summary

The Client Services Manager serves as the primary liaison between clients, their families, caregivers, and office leadership.

This role is responsible for guiding families from initial inquiry through ongoing care, ensuring high-quality, personalized in-home support that promotes senior independence and satisfaction.

Key Roles & Responsibilities

Client Intake & Care Plan Development

• In-home consultations and assessments. Meet with prospective clients and their families in their homes or healthcare facilities to evaluate safety, daily living needs, and care preferences. [1]
• Individualized care planning. Design customized care plans tailored to each client's physical, emotional, and social needs, incorporating Comfort Keepers' Interactive Caregiving™ approach. [1]
• Service onboarding. Coordinate the start of care, review service agreements, and ensure a smooth transition for new clients entering the agency. [1]

Ongoing Client Relations & Quality Assurance

• Routine supervisory visits. Conduct regular in-home wellness check-ins and quality assurance visits to verify that care standards are being met. [1]
• Family communication. Maintain consistent contact with family members and power-of-attorney contacts to provide updates and address concerns promptly. [1]
• Care plan adjustments. Reassess client conditions regularly and modify care plans or service hours as health and mobility needs evolve. [1]

Caregiver Coordination & Support

• Caregiver-client matching. Partner with the scheduling team to pair caregivers with clients based on skill level, personality compatibility, and availability.
• Field introductions. Introduce caregivers to clients on their first day of service to clarify expectations, home routines, and care plan instructions.
• Caregiver mentorship. Support field staff by providing clear communication, constructive feedback, and ongoing encouragement to foster retention. [1]

Administration, Compliance & Growth

• Documentation and record-keeping. Maintain accurate, up-to-date client files, assessment notes, and communication logs within the agency's care management software.
• Community outreach. Build and maintain positive relationships with local referral partners, including hospital discharge planners, rehabilitation centers, and senior living communities.
• On-call rotation. Participate in rotating after-hours and weekend on-call duties to manage urgent client or staffing needs. [1]

Qualifications & Skills

• Must be fluent in English & Spanish
• Education: Bachelor's degree in healthcare administration, social work, gerontology, or a related field is preferred.
• Experience: 2–3+ years of experience in home care, senior living, healthcare coordination, or high-touch customer service.
• Requirements: Valid driver's license, reliable personal transportation, and auto insurance for local client visits.
• Core Competencies: Strong empathy and active listening, problem-solving under pressure, conflict resolution, and proficiency with Microsoft Office and scheduling/CRM software.