Client Management Leader I

Overview

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.

Our Benefits

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan
• Paid time off and holidays
• Employee assistance programs and wellness initiatives
• Flexible options to support a balanced life

Responsibilities

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
• Includes phone numbers, home address, etc.
• 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.

Qualifications

What…