Client Service Manager

Job Description

Job Description

Help at Home is the nation’s leading provider of high quality care and support solutions. Our goal is to enable the highest level of personal independence and meaningful lives for our clients.

Help at Home is committed to delivering a gold standard in care through our attentive and well-trained staff who support making it possible to keep people comfortably and safely within their homes and communities.

Job Summary :

Reporting to the Senior Branch Manager, the Client Service Manager will work to deliver at an exceptional operational level with end-to-end ownership of the financial and operational objectives of their assigned geographic area(s).

This role will deliver high quality service in a compliant environment with a focus on Client engagement and service delivery excellence in their designated area.

The role will also work across the matrix functions of the Field Support Center (corporate) to ensure a reliable and consistent operating environment.

This role is responsible for all necessary organizational, administrative and professional support for assigned clients and their Caregivers and provides team leadership for assigned team of Care Supervisors and other Admin employees.

The Client Service Manager is responsible for maintaining positive Client and Caregiver relations and demonstrating respect, efficiency, and good communications both internally and externally.

Essential Duties and Responsibilities :

• Oversees a team of assigned Admin employees, including Care Supervisors.
• Build and maintain a culture of high-quality service
• Drives team productivity and create a culture of high expectations
• Creates and maintains a database system for all important information relative to assigned Caregivers and Clients
• Receives client and / or caregiver calls and handles routine issues, documenting each contact.
• Coordinates Caregiver schedules to ensure that client service is maintained.
• Consistently maintains the confidentiality of Client, Caregiver, and agency information.
• Available for after-hours on-call reach-outs as an industry quality assurance requirement.
• Performs other job-related duties as assigned; some duties may be market specific.

Required Skills / Abilities :

• Excellent organizational skills : ability to multitask and manage multiple responsibilities.
• Able to supervise staff and provide necessary feedback to improve overall services. Identifies and progresses toward meeting personal and professional goals.
• Strong problem-solving skills.
• Demonstrate compassion, responsibility, and cheerful attitude. Ability to deal with conflict in a professional manner.
• Excellent customer service; including verbal and written communication. Positive attitude and ability to promote a positive team environment.
• Intermediate level computer skill with creating and modifying documents using Microsoft products.

Education and Experience :

• At least 18 years of age & high school diploma / GED required.
• Bachelor's degree in Social Work, Psychology, or other related discipline or equivalent, preferred.
• Prior office experience, including experience with organizing information and working with databases.
• At least five (5) years of experience in health care, preferably in home health; three (3) years of supervisory experience.
• Medicaid, Waiver and Home Healthcare experience preferred.

Location :

Macon, GA, onsite in-office and some local travel to client homes as necessary.

Physical Requirements :

Typical office setting, indoor and extensive use of computer

Minimal lifting, bending but role typically requires long period of sitting

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

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