Client Service Manager

Role summary

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.

Key responsibilities:

Team leadership

• 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.
  

Intake and referrals

• 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.