Position: Client Services Manager

Classification: Exempt

Reports to: Director of Client Services

Location: Colorado Springs, CO (frequent in-state travel required)

Position Summary:
The Client Services Manager coordinates the agency’s case management, referral, and financial assistance services for clients within the 25 counties of Southern Colorado. The Manager is responsible for maintaining the principles and standards for Ryan White Part B funds, as set forth by Human Resources and Services Administration (HRSA), Colorado Department of Public Health and Environment (CDPHE), and Colorado Health Network (CHN). The Manager provides daily support and supervision to Medical Case Managers, Critical Event/Lead Case Manager, Food Bank Coordinator and support staff. The Manager is also responsible for building and maintaining relationships with community partners and funders.

COVID-19 Information: It is an essential function and business necessity of the job that all employees are vaccinated and that all new hires will be required to be vaccinated within four weeks of hire. CHN requires proof of vaccination as this is a business necessity of the job. CHN will discuss reasonable exemptions for medical and religious purposes. If CHN considers making an offer of employment, CHN will inquire about vaccination status at that time, including whether the new hire currently has COVID-19 or has COVID-19 symptoms.

Essential Job Functions:

• Works with the Director of Client Services to provide all aspects of program development and administration including;
  • Program visioning, planning and evaluation;
  • Problem/issue identification, analysis, research and resolution following Quality Improvement guidelines;
  • Budget development and monitoring;
  • Programmatic reporting and record keeping
• Provide supervision, training, and support for all program employees
• Maintain and nurture relationships with key funders, policymakers, supporters, and community influencers related to client services
• Provide guidance for and work closely with the Client Advisory Board
• Develops an annual program Quality Improvement plan in conjunction with the Client Advisory Board, Director of Client Services, and other applicable stakeholders
• Prepares timely monthly progress reports for program contracts and grants
• Participate in management meetings both locally and with other department managers from across the state
• Oversee special projects in the department
• Ensure consistent communication with offsite employees in Pueblo. Weekly travel to Pueblo is required.
• Address client concerns, complaints, and grievances appropriately
• Ensure programmatic compliance with HIPAA and all related confidentiality/privacy legal requirements
• Ensure programmatic and staff compliance with CHN policies and procedures
• Completes supervision no less than once/month with each supervised employee
• Stay up-to-date with Ryan White Standards of Care, legislation, and regulations pertaining to HIV case management
• Stay up-to-date with HIV/AIDS disease and treatment issues

This list is not meant to be a comprehensive list of job duties. Other duties may be assigned.