Manager of Client Services

The Opportunity

Homecare Homebase is searching for a Manager of Client Services to manage a team of Client Services personnel and to help ensure the best possible experience with Homecare Homebase for our clients.

The Challenge

At Homecare Homebase, we help home health and hospice organizations across the nation overcome the business and technological challenges that stand in the way of patient care and efficiency. As a Manager of Client Services, you will be leading and developing a team of individuals to provide high quality service to our customer base, as well as playing an essential role in helping to achieve our company and department goals.

You will be responsible for:

• Leading and developing a team of Client Services personnel, providing regular coaching, and ensuring adherence to performance and CARES values standards
• Coordinating with various teams across the organization to ensure optimal resolutions for our customer base
• Tracking and reporting on various department KPIs, and coordinating with Client Services teams to improve KPI performance
• Providing quarterly reviews for team members consisting of accurate and holistic performance feedback, strategies for continued development, and individualized goals
• Creating and improving internal Client Services processes
• Acting as liaison between Client Services teams and various departments throughout the organization as needed to coordinate resolution to customer concerns
• Interviewing and hiring potential new Client Services team members
• Driving assigned Client Services initiatives to promote continuous improvement
• Coordinating staffing and tracking time and attendance, to include PDO requests, schedule changes, on-call processes, etc.
• Monitoring Client Services case queues to ensure timely resolution
• Coordinating with Client Services teams to ensure staff is aware of any challenges with the customer that may impede successful resolution
• Coordinating notices to team and customers as needed of releases, patches, and any unexpected application occurrences
• Conducting team meetings as appropriate with Client Services team
• Communicating with HCHB customers as needed
• Additional duties and responsibilities as assigned

What We're Looking For

Homecare Homebase's mission is to empower exceptional care among all the clients we serve. The Manager of Client Services supports this mission by ensuring a high level of customer service is provided so that our clients can focus on taking care of their patients. We are seeking:

• Driven individuals who remain engaged in their own professional growth and thrive under clearly defined goals and ample career opportunities
• Quick learners with strong problem solving and creative thinking abilities
• Strong written and verbal communicators who are empathetic to customer needs and desire to make a difference in the lives of others
• Team players who are passionate about their work and will actively contribute to a positive, collaborate environment
• Effective leaders who demonstrate strong ownership abilities and are capable of driving resolutions to meet department and company goals

Education requirements: this career opportunity requires a bachelor's degree or an equivalent combination of some college and significant work experience.

What You Can Expect from Us

At Homecare Homebase, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career. Above all, employees are part of a work environment where we live our CARES values: Care, Act, Respect, Excel, and Smile.

Our Team Members Also Enjoy

Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff, as well as the patients they serve.

A CEO who cares. CEO Scott Decker has continued the mission to create a culture that cares - one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.

Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers both full and part-time career opportunities to fit life's unique demands.

A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.

About Homecare Homebase

Founded in 1999, Homecare Homebase is dedicated to helping our clients overcome business and technological challenges that stand in the way of clinical outcomes and operational efficiency. We work with home health and hospice organizations to tackle problems big and small. Our services are rooted in systems thinking and reach across the entire organization - from Intake to Discharge - to achieve transformative results.

Sound like a good fit? Please take a moment to apply for this position.