Client Services Manager

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Position manages all administrative and operational functions related to Ending the HIV Epidemic (EHE) and Ryan White (RW) program client services, with a primary focus on ensuring people living with or at risk of HIV have access to essential medical, pharmaceutical, and supportive services. Role includes oversight of eligibility and enrollment, AIDS Drug Assistance Program (ADAP), insurance and medical care navigation, and related claims, budgets, and contracts, while maintaining compliance with federal and state regulations for RW programs.

Position is a key leadership role that ensures operational success of the program while overseeing both direct client‑facing and administrative components for regulatory compliance and quality service delivery.

Position provides visible leadership and management for all administrative and operational functions related to RW programming, including centralized eligibility, AIDS Drug Assistance programs and preventive drug programs while ensuring access to essential health services for people living or at risk of HIV. Serves as a steward of the Ryan White program mission, balancing agency, community and fiscal resources to support effective policies and procedures that result in positive health outcomes for constituents.

Essential functions are the primary duties/main job responsibilities that an incumbent must be able to perform, with or without accommodation. Key accountability areas include program administration and staff management, policy and procedure development, financial and contract management, stakeholder engagement and service delivery, quality improvement and regulatory compliance, and reporting and data management.

Minimum Education Level

Required:

Master’s degree in mental health, social work, counseling, nursing with a mental health focus, sociology or psychology with the appropriate licenses.

Minimum Experience Level

Required:

Minimum five years of relevant professional experience, two in a supervisory capacity, including HIV care, RW/ADAP administration, or health services management experience, preferably in a clinical environment. Minimum six months of direct case management experience required.

• Applied knowledge of HIV care, Ryan White Part B, ADAP requirements, and federal grant rules, including eligibility, allowable services and reporting standards.
• Demonstrated understanding of health equity, social determinants of health, community resources, and culturally competent service delivery for diverse populations.
• Demonstrated knowledge of HIV/AIDS related health and psychosocial issues, including medical care, client privacy and available community resources.
• Working knowledge of confidentiality, HIPAA, data security and regulations relevant to HIV services and benefits programs.
• Familiarity with housing development, program budgeting and case management practices.
• Excellent oral and written communication for client interactions, staff supervision, report writing and stakeholder engagement. Bilingual preferred.
• Excellent counseling, problem solving, networking, and advocacy skills for client and program needs.
• Proficiency in Microsoft Office Suite, associated program technology (electronic medical/health records), billing platforms and software.
• Strong leadership, supervision and teambuilding skills, including performance management and staff development.
• Knowledge of healthcare practice operations including electronic health records, associated billing administration and regulatory requirements, including HIPAA.
• Self‑directed and self‑motivated, proactively prioritizing competing demands efficiently and independently.
• Strong project management and strategic planning skills that set clear task objectives, achieve desired outcomes and advance program viability.
• Ability to adapt to changing client, program and agency needs, demonstrating sensitivity to populations, strict confidentiality and crisis management skills.
• Excellent planning, organizing, and financial…