Home Instead · 4 days ago
Client Services Manager (Case Management)
Milwaukee, WI
Full-time
Onsite
Mid, Senior Level
4+ years expHome Instead is the #1 national provider of home care services, focusing on long term care for the elderly. The Client Services Manager is responsible for directing and coordinating care activities for clients, ensuring effective communication and quality oversight throughout their care journey.
Elder CareElderlyHealth CareProfessional Services
Responsibilities
Reflect the core values of Solicitude, Inc., d.b.a. an independently owned and operated Home Instead franchise
Provide leadership and management of the client services departments which affect profitability and achievement of the operational goals. Manage outcomes of department activities and direct changes that will drive achievement of operational goals
Conduct Care Consultations with prospective clients and their families
Execute the Quality Assurance program according to the prescribed client visitation frequency for each client in order to accurately identify any significant change in condition, and coordinate and communicate any resultant changes to the plan of care with the client, their family or primary decision-maker, and the aides that serve them
Collaborate with staffing coordinators to ensure appropriate matching of caregivers to clients, and facilitate the introduction of newly assigned staff to client cases
Adhere to all company policies, procedures and business ethics codes and ensure that they are implemented and communicated to all employees
Utilize Training and experience to provide verification of skill/competency of newly hired aides
Provide coaching and mentoring for staff relating to specific patient plans of care and the corresponding support required for ADL's and IADL's
Develop and maintain positive and professional relationships with referral sources in the community as a secondary function of coordinating care services
Maintain and establish strong relationships with neighboring franchise colleagues
Maintain and establish strong relationships with the Home Instead, Inc. Business Performance team
Perform any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office
Achieve 90% closing rate of qualified client consultations for new service as scheduled by Home Care consultant and Community Liaison (see Key Performance Indicator/Operations scorecard) and report them each month to the Home Instead franchise owner
Ensure Administrative Staff Introduction or CAREGiver Cross-training for 100% of new relationships between CAREGivers and Clients
Maintain and grow the average service hours per client per month by identifying need/opportunity for additional service (with consideration of HISC Scope limitations) through QA program and advocating for such with Client or relevant decision makers
Qualification
Required
Bachelors Degree in Social Work, LPN or 2 Year RN, or four to ten years of related experience in long term care case management or an equivalent combination of education and work experience may be considered
Must possess a valid driver's license
Must have an understanding of and uphold the policies and procedures established Solicitude, Inc. d.b.a. an independently owned and operated Home Instead franchise
Must demonstrate excellent oral and written communication skills and the ability to listen effectively
Must have the ability to work independently, maintain confidentiality of information and meet deadlines
Must have the ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making
Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
Must have the ability to establish good working relationships with office colleagues, the franchise owner, clients and the community
Must have the ability to present a professional appearance and demeanor
Must have the ability to operate office equipment
Must have computer skills and be proficient in Word and Excel
Must be able to navigate Milwaukee county and spend up to 50% of time out of office at appointments in the field
Must have knowledge of the senior-care industry
Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
Must be patient and congenial on the telephone
Must be able to perform duties in a professional office setting
Company
Home Instead
Home Instead provides various senior services including chronic condition support.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Unigestion
2021-09-20Private Equity
2021-08-06Acquired
Leadership Team
Bert Copple
Chief Executive Officer
Carol Hitchcock
Franchise Owner and CEO
Recent News
2025-12-11
2025-12-04
2025-11-03
Company data provided by crunchbase