Client Service Manager

 Position Overview:

The Client Service Manager (CSM) is responsible for managing the delivery of in-home care to a group of catastrophically ill or injured clients across the state of Michigan. Client Service Managers manage a large healthcare professional team (such as Nurses, Aids, etc.). The CSMs coordinate the logistics of care, negotiate pay rates, perform human resources functions, and work collaboratively with their team and clients through high-pressure situations. 

Success Measures

Success measures include adherence to Centria policies and ongoing compliance, customer satisfaction, staff utilization and retention, and speed to service delivery.

Duties and Responsibilities

The ideal candidate must be able to perform the following essential job functions with or without reasonable accommodations:

• Attend and participate in meetings, conference calls, and case opens as required.
• Regular communication with clients regarding quality of care and general satisfaction.
• Review patient satisfaction surveys.
• Quick resolution of any complaints and issues.
• Communicate with case manager and members of care team to ensure goals are being met.
• Record issues, complaints, and all other pertinent communications with clients in client chart.
• Develop and manage Centria staff to accommodate current client needs and future growth.
• Source qualified candidates, conduct interviews and orientations.
• Work with office support staff to ensure proper screening is done on field staff.
• Conduct performance reviews with staff as scheduled or on an "as needed basis
• Communicate regularly with Operations Director to keep apprised of new staff, new staff assignments, new clients, upcoming staffing needs, case opens, and discharged clients.
• Perform and document any needed disciplinary measures.
• Coordinate staff scheduling.
• Update data fields for proper tracking of next steps for clients.
• Assist in developing corporate structure and in the creation of policies and procedures.
• Participate in team meetings.
• Develop and take on projects to improve client service and satisfaction.
• Develop and take on projects to improve team member performance, retention, and satisfaction.
• Research and fill out network contracts.
• Develop quality initiatives that will improve referral source satisfaction as measured through a number of referrals and subjective survey methods.
• General help to manage office staff for maximum efficiency.
• Maintain working knowledge of different programs and certifications.
• Ensure compliance with above regulations.
• Build relationships with current referral sources and pursue relationships with new referral partners.
• Promote the growth of Centria Healthcare and assist in pursuit of business opportunities.

Managerial Responsibility

This role is responsible for:

• Leading and maintaining staff by interviewing, selecting, orienting, and training medical professional including but not limited to LPNs, RNs, and HHAs;
• Ensuring the daily functions of the department are completed by communicating job expectations; planning, monitoring, and appraising job results;
• Managing (using available reports to track attendance, case utilization, determine pay raises), coaching, and developing a high performing team that meets agreed objectives, and which delivers best practice results, added value, and continuous improvements;
• Maintain regular contact with medical professionals regarding case placement, performance, expectation setting, and coaching on policies and procedures related to the medical professionals responsibilities, including but not limited to attendance, professionalism, etc.;
• Assign and manage medical professional’s client caseload and work assignments;
• Ensure medical professional’s compliance with regulatory and company standards;
• Evaluate performance of medical professionals, initiate disciplinary measures up to and including termination, including and performance improvement plans disciplinary action forms;
• Approve Paid Time Off and Leave of Absence requests;
• Consistently promoting high standards through personal example and roll out through the team so that each member of the team understands the standards and behaviors expected of them.

Qualifications

Education

Bachelor's degrees or equivalent experience

Work Experience

Experience in a high pressure, customer facing role

Equipment and Technology Experience

• Laptop or Desktop computer
• G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
• Microsoft Office Suite

Knowledge and Skills

• Proven track record in building positive relationship with clients.
• Collaborative personality and able to build strong personal relationship.
• Highly organized with attention to detail and a dedication to resolving issues.
• Calm and effective under pressure. Able to remain professional in high stress situations.
• Able to plan, execute and manage high volumes of work.
• Critical thinking skills related to time sensitive issues.
• Ability to effectively and professionally communicate with internal and external clients.
• Requires strong analysis, judgment, negotiation, and problem-solving skills.
• Flexible attitude in accepting unique and non-standard solutions.
• Able to train and/or mentor others.

Working Conditions:

Centria’s office hours are Monday through Friday from 8:30am-6:00pm. Additional time may be required to complete above work or meet company objectives.

Physical Requirements:

While performing the duties of this job, physical requirements such as bending, reaching and lifting of up to 30 pounds may be required. This role will require sitting a majority of the day as well as walking as standing when needed. This role will require close visual activity on multiple computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.  Centria reserves the right to amend this job description at any time, with or without written notice.