Client Experience Manager

2 weeks ago

Irvine, United States Senior Helpers - South OC Full time
Job DescriptionJob Description

*A Great Place to Work Certified 6 Year's Running*

The Client Experience Manager role is responsible for ensuring the initial and ongoing satisfaction of the clients and managing the growth of hours from current clients. They have a regular communication process for new clients that will include caregiver introductions, the first day of service calls, and visits within the first 30 to 90 days of service. The Client Experience Manager will ensure clients and their families are satisfied with Senior Helpers’ services, will visit clients on a systematic basis, and will spend approximately two to three days a week in the field reassessing clients, working closely with the leadership to develop solutions to remedy any client satisfaction issues. This role will be a hybrid between in-office and being in the field. 

Reports to: Owners

Responsibilities:

  • Responsible for Day 1 Intros of Caregivers to Clients. Introductions can take place early morning as well as late in the evening, candidate must be available to meet caregiver and the client.
  • Calls Clients and Caregiver after Day 1 to ensure appropriate fit of Caregiver to Client, overall satisfaction of the client, and works with leadership on any issues needing remedied.
  • Responsible for performing activities of the 30/60/90 day policy.
  • Calls to client (or their family) to ensure continued satisfaction of services.
  • Drop-by visits to client to ensure Caregiver is performing to care plan and client is satisfied with services.
  • Performs reassessment of existing clients to determine if care plan needs to be adjusted due to changing conditions with the client’s mental and physical state.
  • Works with client to complete contracts and collect deposit if additional private pay hours are secured and scheduled
  • Creates Client Services folders and welcome packets.
  • Ensures proper filing of all client paperwork and folders.
  • When in the office, takes service inquiry calls and assists in scheduling assessments for prospective clients.
  • Follow-up on any negative client satisfaction results from calls to the office, within 24 hours of being notified.
  • Perform On-call duties as assigned.
  • Other duties as assigned.

Training and Development:

  • Stay updated on industry trends, best practices, and regulatory changes through continuous learning opportunities and professional development resources.
  • Collaborate with colleagues to share insights and strategies for improving client satisfaction and service delivery.

Communication and Feedback Mechanisms:

  • Utilize a multi-channel approach for client communication and feedback collection, including phone calls, emails, surveys, and in-person visits.
  • Implement a systematic process for analyzing client feedback, identifying trends, and implementing action plans to address areas for improvement.
  • Regularly solicit input from clients and their families to ensure their voices are heard and their needs are met effectively.

Cultural Sensitivity and Diversity:

  • Demonstrate cultural competence and sensitivity in interactions with clients from diverse backgrounds, respecting their individual beliefs, preferences, and customs.
  • Foster an inclusive and welcoming environment that celebrates diversity and promotes equitable access to services for all clients, regardless of race, ethnicity, religion, or other factors.

Qualifications

  • Must be willing to drive to client’s homes as needed within the territory (South Orange County - including cities such as Tustin and Orange, all the way through cities such as San Clemente and Dana Point).  May use the company car for transportation if necessary.
  • AA or BA degree with one year to 3 years relevant work experience in the Home Care Industry.
  • Minimum of 6 months experience in a customer service role.
  • Must have excellent phone skills and follow-up skills with prospects, clients and client’s families.
  • Must have excellent organizational skills, attention to detail, and the ability to prioritize in a changing environment.
  • Proactive problem prevention and issue resolution leadership ability.
  • Proficiency in Microsoft Word, Excel, Internet, and Outlook required.
  • Ability to learn other software programs quickly.
  • Ability to work independently and as part of a team.

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