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Manager of Client Services

2 months ago

Boston, United States Community Servings Full time
Job DescriptionJob Description

Job Description

Job Title: Manager of Client Services Reports To: Director of Nutrition and Client Services

FLSA Status: Exempt Department: Programs

Labor Status: Non-Union Approval Date: 7/16/2024

Community Servings' mission is to actively engage the community to provide medically tailored, nutritious, scratch-made meals to chronically and critically ill individuals and their families. In addition, we are committed to prioritizing racial and economic justice and health equity in all our programs and business practices.

We are a dynamic and fast-growing agency at the forefront of the "Food is Medicine" field, providing over 1M medically tailored meals annually to clients and their families experiencing illness and food insecurity in Massachusetts and Rhode Island. In addition, our work strongly focuses on supporting the regional local food system, delivering high-quality nutrition education to the community, and hosting an on-site food-service workforce development program. Over the past 34 years, the agency has provided 13M+ free, scratch-made meals.

Summary: The Manager of Client Services oversees client services functions and programmatic obligations for all publicly and philanthropically funded clients. This includes, but is not limited to, clinical priority populations as defined by the Boston Public Health Commission, the MA Department of Public Health, and other community-based funders. This includes ensuring that policies and procedures are followed so that client files are complete and up to date with required documentation, as per Community Servings’ and funder standards, and best practices. In addition, the Manager of Client Services works collaboratively with the Nutrition Services, Kitchen, and Delivery teams to ensure appropriate and consistent delivery of services to clients in the Food and Nutrition program.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Ensures a consistent flow of clients through the intake process across all publicly and philanthropically funded clients to meet budget targets, utilizing metrics and dashboards as guidelines for success.
  • Ensures that all client documentation for HIV/AIDS/HCV clients is collected and up to date according to funder requirements. This includes oversight of all new incoming application documents, the management of client recertification for timely paperwork requests and collection.
  • Tracks and maintains paperwork to ensure compliance for multiple annual audits.
  • Manages a team of coordinators to carry out client services functions, including direct and team supervision.
  • Assists with the coordination of delivery of meals. Addresses any concerns or questions raised by staff and/or home-delivered meals clients.
  • Works closely with the Manager of Client Services for Healthcare Partners to oversee the team of Client Services Coordinators, and facilitates effective communication between team members for the overall benefit of service delivery to clients and functionality of internal workflows.
  • Works with the Salesforce Administrator and program management team to improve Salesforce workflows and processes for client management. Provides any necessary data to complete ongoing reporting.
  • Works cooperatively with Nutrition Services to meet clients’ nutritional counseling, educational and specific dietary needs.
  • Oversees and develops ongoing mechanisms for client feedback, including but not limited to, biannual client survey via paper, phone, text, focus groups and/or a consumer advisory board.
  • Contributes to ongoing Clinical Quality Management (CQM) work as required by BPHC and DPH, including project planning, change management evaluation, and implementation.
  • Maintains a close working relationship with program or contract managers from each external program. This includes BPHC and DPH contract managers, and relationship building through participation in contract meetings, Planning Council, and/or CQM Committee.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the experience, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent customer service skills
  • Excellent writing and verbal skills
  • Supervisory experience
  • Excellent organizational skills and ability to multi-task
  • Proficiency in Microsoft Office, Dropbox, Salesforce, Teams

Education/Experience

An Associate Degree in human services and five or more years working in direct service or client advocacy, or equivalent combination of education and experience.

Supervisory Responsibilities

  • Client Services Coordinators


Benefits:

We offer a complete benefits program including:

  • Medical Insurance
  • Life-, Short- and Long-Term Disability Insurance
  • Paid Vacation, Holidays, Sick Time, and Personal Time off
  • Flexible Spending account (Medical and Daycare)
  • Tuition reimbursement
  • 403(b) Retirement Plan
  • Free Dental Insurance
  • Free daily community lunch
  • Free parking

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the office work environment is usually quiet to moderate.

Physical Demands

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. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is routinely required to stand and walk.

Community Servings knows that diversity drives excellence. We are a place where everyone is welcome. We celebrate, promote, and derive strength from a diversity of lived experiences. We actively seek and encourage an inclusive workforce.

Community Servings participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Please refer to the E-Verification Poster (English/Spanish) and Right to Work Poster (English/Spanish) for additional information. If E-Verify cannot confirm that you are authorized to work, Community Servings is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before any action is taken against you, including terminating your employment. Community Servings can only use E-Verify once you have accepted a job offer and completed Form I-9.