Client Services Manager, Director Track

St. Cloud Pediatrics (SCP) Office | Skilled Nursing Unit | St. Cloud, Minnesota

Position Summary

BAYADA is seeking a high-level Client Services Manager (CSM) for our St. Cloud Pediatrics (SCP) office in St. Cloud, Minnesota. SCP sits within the Skilled Nursing Unit, where BAYADA delivers expert, compassionate care for medically fragile children and adults in the home, including clients with complex needs such as tracheostomy and ventilator support, seizure management, and tube feedings.

This role is designed for a strong operator and people leader who can lead at a high level immediately while building toward a fast-track path into office Director responsibilities. 

The ideal candidate will combine strong client services leadership, fiscal and caseload ownership, field employee support, and relationship-building capability with the executive presence, business judgment, and development mindset needed to grow into broader office leadership. BAYADA defines the CSM role as focused on delivery and coordination of client services, growth and development of caseload, and ongoing case management.

What You’ll Do

• Lead day-to-day service delivery and coordination for a complex pediatric skilled office, ensuring clients receive compassionate, excellent, and reliable care in alignment with The BAYADA Way.

• Develop and grow caseload through relationship building, service excellence, and close partnership with referral sources, families, and internal leaders.

• Nurture strong relationships with clients, field employees, and referral sources to support retention, satisfaction, and office growth.

• Participate in recruiting, selection, and onboarding efforts for field employees to ensure the office can staff cases safely and consistently.

• Schedule field employees, manage coverage, and proactively address open shifts and service continuity needs across the caseload.

• Maintain effective fiscal management of the caseload, with attention to payroll accuracy, visit verification, clean claims, and operating performance.

• Provide administrative supervision, coaching, and support to field employees while reinforcing accountability, responsiveness, and service excellence.

• Partner closely with clinical and recruiting leaders to align service delivery, staffing strategy, and office growth goals across the SCP market.

• Use sound judgment in a fast-paced environment to resolve issues, remove barriers, and keep commitments to clients, families, and employees.

Director-Track Expectations

• Operate beyond task execution by thinking like an office leader who understands service, people, growth, and financial performance together.

• Build readiness for promotion by demonstrating strong decision quality, customer focus, communication, situational adaptability, interpersonal savvy, talent development, and engagement leadership.

• Serve as a leadership bench candidate who can take on increasing responsibility, special projects, metric ownership, and broader office oversight as development progresses.

• Contribute to a culture of learning, accountability, and continuous improvement consistent with BAYADA’s leadership development model and office operating standards.

Ideal Candidate Profile

• Proven success in service operations, client services, staffing, scheduling, healthcare operations, or related office leadership.

• Demonstrated ability to lead people, influence across teams, and build trust with clients, families, referral sources, and employees.

• Strong business acumen with the ability to manage priorities, solve problems quickly, and drive results in a changing environment.

• Experience with performance metrics, service delivery outcomes, payroll or billing workflows, and operational follow-through.

• Comfort working in a pediatric and/or skilled home care environment where urgency, compassion, and precision all matter.

• A clear desire and readiness to grow into broader office leadership and ultimately a director-level opportunity.

Preferred Qualifications

• Bachelor’s degree required.

• Prior leadership experience in home care, healthcare staffing, skilled nursing, pediatrics, or a related healthcare services environment preferred.

• Experience supervising, coaching, or developing employees preferred.

• Experience managing a caseload, service line, branch operations, or comparable business portfolio preferred.

• Familiarity with healthcare operations systems, scheduling platforms, and performance reporting preferred.

Success Measures

In this role, success will be reflected in:

• Caseload growth and stability.

• Strong client and family experience.

• Improved staffing consistency and reduced open-shift risk.

• Effective employee support, engagement, and retention.

• Accurate, timely payroll and visit verification follow-through.

• Visible readiness to assume broader office leadership responsibilities.

Why This Role Matters

At BAYADA, this is more than an operations role. It is an opportunity to lead with heart, grow a pediatric skilled office, support exceptional care in the home, and build toward a future Director path in an office where that leadership need is already top of mind.