Position Summary
The Senior Manager of Client Services provides strategic and operational leadership for referral management, client intake and service coordination across internal and external partners. This role ensures timely, accurate and high-quality client service delivery while maintaining compliance with organizational standards and best practices. The Senior Manager leads team performance develop streamlined workflows and fosters strong referral source and partner relationships to drive growth and improve client outcomes. This position collaborates closely with operational leadership to identify process improvements, support business needs and enhance cross-functional integration across service lines. The Senior Manager of Client Services will be responsible for leading the team in performance management and ensuring positive and consistent customer service. The Senior Manager of Client Services works closely with the Lead of Client Services to identify and assist with process improvement efforts, growth opportunities and problem solving.
Salary - $110, 000 - $118,000
Work Style - Hybrid based out of St. Louis Park
Position Functions and Responsibilities:
Leadership & Team Management
- Lead, coach and manage the Client Services team, including performance management, staffing, and professional development
- Support hiring, onboarding and training of new team members
- Foster a high-performing, customer-focused team culture
- Provide ongoing mentoring, feedback and leadership to ensure consistent service excellence
Referral & Intake Operations
- Oversee referral management processes across phone, fax, email and in-person channels
- Ensure timely response, accurate intake and seamless handoff to clinical or service teams
- Monitor key performance metrics (response time, conversion rates, service delivery timelines)
- Ensure adequate staffing to meet referral volume and service expectations
Process Improvement & Workflow Optimization
- Develop, implement and maintain standardized referral and client navigation workflows
- Identify inefficiencies and recommend process improvements to enhance operational effectiveness
- Maintain accurate documentation, training materials and job aids
- Ensure compliance with regulatory and organizational standards
Partnership Development & Growth
- Build and maintain strong relationships with internal stakeholders and external referral partners
- Identify opportunities for growth, partnership expansion and service integration
- Collaborate with leadership to align partner strategy with organizational goals
- Represent the organization professionally within the community and referral networks
Operational & Financial Performance
- Support achievement of financial, growth and conversion targets
- Monitor and manage performance metrics related to referrals, admissions and service utilization
- Contribute to budget awareness and operational efficiency initiatives
- Ensure alignment with organizational performance and quality standards
Cross-Functional Collaboration
- Serve as a liaison between Client Services and clinical, operational, and administrative teams
- Partner with leadership to address business needs, resolve issues, and implement solutions
- Support service coordination across programs including home care, hospice, and community-based services
Qualifications
- Bachelor’s degree in healthcare, business, nursing or related field
- 5+ years of experience in healthcare or community-based services
- 5-10+ years of leadership or team lead experience preferred
- Experience with referral management, intake or client services strongly preferred
Key Skills & Competencies
- Leadership and team development
- Customer service and client relationship management
- Referral management and intake operations
- Process improvement and workflow design
- Strong communication and interpersonal skills
- Problem-solving and critical thinking
- Ability to prioritize, organize, and manage multiple responsibilities
- Financial awareness and performance metrics tracking
- Proficiency in Microsoft Office, CRM systems, and EMR platforms
- High attention to detail and accuracy
- Ability to work independently and collaboratively
Work Environment & Physical Demands
- Primarily office-based with occasional travel and community engagement
- May require flexibility in hours to support operational needs
- Regular use of standard office equipment and technology systems
- Ability to perform light physical activity (sitting, standing, lifting up to 10 lbs regularly)
- A willingness to work beyond normal working hours and in other positions temporarily when necessary
- Office work is performed in a professional office environment, well lighted, clean and hazard-free. Office equipment is kept in good operating condition to enable work to be done efficiently
It has been and will continue to be our policy to provide equal employment opportunities to all employees and applicants without regard to age, race, creed, color, disability, marital status, sex, gender identity, national origin, ancestry, sexual orientation, arrest record, conviction record, military service, use or nonuse of lawful products off the Employer’s premises during nonworking hours, or declining to attend a meeting or to participate in any communication about religious matters or political matters, or any other status protected by federal, state, or local law.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
