The Client Service Manager owns the Silver Spring PDN client journey from referral to ongoing care. The role leads the intake and scheduling team, keeps every authorized shift staffed, and makes sure each patient's needs are met and documented.
This person grows the census by recruiting patients and nurses, protects revenue by tracking authorizations and units, and resolves problems quickly through a clear escalation process. They work closely with case managers, families, payers and clinical staff.
- Supervise and manage Intake Coordinators and Schedulers: assign work, set daily priorities and hold regular check-ins.
- Train staff on intake, scheduling and documentation standards; coach and review performance.
- Cover intake or scheduling directly during absences or high-volume periods.
- Respond to new referrals from hospitals, physicians, case managers and families within the agency's response-time standard.
- Verify eligibility and insurance, gather clinical and demographic information, and coordinate start-of-care with the clinical team.
- Ensure every patient's details (demographics, payer, physician orders, care plan, contacts etc.) are complete and accurate in the agency system.
- Keep the PDN schedule up to date, with authorized hours fully staffed and nurse-patient matches based on skills and preferences.
- Monitor open shifts, call-offs and missed visits; arrange backup coverage and notify families and payers as required.
- Review the schedule against authorizations daily so no visit is scheduled outside approved hours.
- Monitor authorizations from Medicaid, MCOs, waiver programs and private payers, and request renewals ahead of expiration.
- Calculate authorized units and track usage to prevent over- or under-utilization.
- Flag authorization gaps to billing and clinical leadership before they affect care or payment.
Recruiting and onboarding
- Recruit nurses (RNs and LVNs) to meet patient demand, partnering with HR on postings, interviews and job fairs.
- Onboard new nurses and new patients: orientation, credential checks, introductions to families and first-shift setup.
- Build referral relationships with hospitals, case managers and community partners to grow patient census.
Client retention and escalation
- Maintain regular contact with patients and families to confirm needs are met and satisfaction is high.
- Own the escalation matrix: route complaints, incidents and clinical concerns to the right level within defined timeframes.
- Identify and resolve recurring problems — new or ongoing — and track them to closure.
Case management collaboration
- Work with case managers and care coordinators on care plans, hour changes, reassessments and discharges.
- Share timely updates on service delivery, staffing and authorization status.
- Keep intake, scheduling and authorization records in line with Maryland regulations, payer rules and HIPAA.
- Report weekly on census, referrals, staffing fill rate, authorization status and open issues.
Requirements
Required (New Graduates can apply)
- Bachelor's degree in healthcare administration, business or a related field
- 3+ years in home health or private duty nursing, including intake, scheduling or client services.
- 1+ year supervising staff.
- Working knowledge of Medicaid, MCO and private-payer authorizations and unit calculation.
- Experience with home care software (e.g., HHAeXchange and KanTime).
- Valid driver's license and reliable transportation for occasional client or partner visits.
Benefits
- Health Insurance (including, Dental and Vision)
- PTO