Client Care Manager

The Client Care Manager is responsible for ensuring high-quality, client-centered homecare services by conducting client assessments, reassessments, hospital reassessments, verify clients’ individualized care plans, coordinating caregiver placements, monitoring service delivery, and acting as the primary liaison between clients, caregivers, families, and agency leadership. This role promotes exceptional client satisfaction, regulatory compliance, and smooth operational workflow.  Compassionate, persistent and assertive Client Care Manager will have the overall responsibility of managing client and caregiver schedules to ensure consistent and thorough care is provided to our clients.  You will be providing excellent customer service assistance when answering incoming calls from caregivers and clients during operational business hours, a couple nights a week and one weekend a month.  As an integral member of our care team, you will play a crucial role in ensuring that effective and thorough communication is provided to our clients and caregivers with each interaction you encounter, promote client retention and abide by and enforce Delaware Caregivers policies and procedures.  Assisting with scheduling conflicts, replacing previously scheduled caregivers when needed and thorough documentation is crucial to this role.  

Responsibilities include but not limited to: 

Client Intake, Assessment & Onboarding

• Conduct initial client assessments, home visits, and service evaluations to confirm or change client care needs.
• Ensure client individualized Care Plans reflect client goals, preferences, safety considerations, and required support.
• Confirm all intake and assessment documentation is complete, accurate, and compliant with agency and state requirements.
     Ongoing Case Management
• Maintain regular contact with clients regarding care satisfaction, changes in condition, and service needs.
• Conduct routine in-home supervisory visits and reassessments per policy and regulatory timelines.
• Address client complaints or concerns promptly and professionally.
• Update care plans and service notes as needed based on client condition or feedback.
• Communicate service expectations clearly to clients and families.
• Manage and ensure your assigned clients have caregivers assigned to them for all shifts
• Communicate with caregivers via phone call, text and email
• Follow all after and on call policies and procedures 
• Troubleshoot caregiver clock in and out issues 
• Update clients on scheduling or time concerns
• Check caregiver notes daily
• Respond to caregiver shift concerns
• Document client and caregiver concerns
• Other duties as assigned
• Collaborate with on-call Scheduler when needed
• Perform meet & greet visits with new clients and caregivers
• Track client service hours, schedule changes, and caregiver assignments in collaboration with other Client Case Managers

Quality Assurance & Compliance

• Ensure all client files are complete, compliant, and updated (care plans, supervisory notes, assessments, incident reports, etc.).
• Maintain up-to-date knowledge of state regulations and agency policies.
• Participate in internal audits, quality improvement initiatives, and training programs.
• Report incidents, changes in condition, and safety hazards immediately and ensure follow-up.
  Communication & Collaboration
• Serve as the primary point of contact for clients, families, caregivers, and case managers.
• Provide timely updates to agency leadership regarding client status, risks, or service challenges.
• Attend interdisciplinary meetings, staff meetings, and case reviews.
• Document all communication and follow-up in the client record system (e.g., AxisCare).

Bachelor degree in Healthcare Administration or Social Work a plus, Bachelor or Associate degree in Social Work, Human Services, Nursing, or related field preferred.

• Two or more years of experience in homecare, case management, or human services required.
• Knowledge of state homecare regulations, client rights, and service standards.
• Strong interpersonal, communication, and problem-solving skills.
• Proficiency in homecare scheduling or client management software (e.g., AxisCare, ClearCare, HHAeXchange).
• Valid driver’s license and reliable transportation for home visits.
• Additional training or certifications in homecare or caregiving is a plus
• Empathetic and patient nature, with a genuine passion for helping others
• Strong communication skills to interact effectively with clients, family members, and healthcare professionals
• Ability to adapt to various situations, prioritize tasks, and respond calmly in emergency situations
• Basic computer skills for record-keeping purposes; experience with scheduling applications is a plus
• Must have up-to-date physical, TB test, background check and drug test or willing to undergo each
• Strong and effective communication skills
• Excellent customer service skills
• Must be a team player and able to work independently
• Great organization skills, attention to detail and problem solving ability
• Proven experience in providing direct care to individuals, preferably in a home or community setting

Reports To: Director of Operations, CEO

This is a salaried position

HOURS: 8am-5pm Monday; 9am - 5pm Tuesday-Thursday; 9am - 4pm on Friday.  On-call 2 nights a week & 1 weekend a month (on-call may include covering shifts on the weekends or in the event you do not get shifts covered during the week);  Four (4) mandatory Quarterly 2-hour remote in-services a year.