Client Service Manager

2 weeks ago

Madison, United States Senior Helpers - New Albany Full time
Job DescriptionJob Description

Senior Helpers is growing again and looking to expand with a Client Service Manager.  Senior Helpers is the first national in-home care company to be recognized as a Great Place to Work, many times & again in 2023.  Senior Helpers culture is based on strong core values, recognition of achievements, and respect.  If you are excited to use your talents and skills in a way that will truly make a difference in the Indiana healthcare market, then we are excited to meet you

As a member of Senior Helpers Client Services team, you will be at the forefront of our mission to provide compassionate care and improve the quality of life for our clients, their families and our employees. 

The Client Service Manager will have the overall responsibility of managing and developing all client services for Senior Helpers within the franchise territory.  This includes meeting goals for retention of clients and managing the growth of current clients.  This person will work in the field performing assessments and ongoing monitoring of services.  Typical hours are 8:00 am to 5:00 pm, Monday through Friday + one weekend a month on-call.  Please submit résumé if interested.  

 

Primary Responsibilities

  • Performs assessments of new clients and reassessments ongoing. 
  • Develops initial client care plan using the Life Profile system.  Enters all information accurately into the Clear Care system.  Adapts the client care plans as needed.
  • Has a regular communication process for new clients that includes caregiver introductions, first day of service calls, and a visit within the first 30 days of service.
  • Assembles care binders for each client.  Places in homes and reviews care plan with each new caregiver.
  • Provides excellent customer service.  Ensures that clients and their families are satisfied with the Senior Helpers services; works to find solutions with the appropriate employees and/or family members.
  • Visits all clients on a bi-monthly basis to assess the quality of services as well as the client and family satisfaction and happiness level.  Spends approximately 2-3 days out of the office re-assessing clients and managing client visits in the hospital, rehabs, facilities, etc.
  • In line with Life Profile system, works with the client’s teams to reduce client risk of hospitalization.
  • Communicates with scheduler if caregivers need to be changed.
  • Communicates problems observed or informed of to Director of Operations.
  • Must be transparent with schedule by documenting activities in the office calendar in Clear Care.
  • Works with the Scheduling team and the Recruiting team to hire for any voids and run ads accordingly.
  • Works with scheduling to ensure needs of clients in assigned territory are being met.
  • Takes service inquiry calls and follows up with leads to meet revenue goals.
  • Always represents Senior Helpers in a professional and positive manner; especially at networking events and contributes to the marketing face of the company.
  • Attends occasional after-hours responsibilities, including on-call activities.
  • Strives to generate internal financial growth each month and maximize company profits.  Seeks opportunities to up sell and promote added hours through sale of gift certificates and other offerings.
  • Other duties as assigned.

Qualifications

  • High School diploma required.  Bachelor's degree and related work experience strongly preferred.
  • Professional experience in customer service, case management and/or sales required.  Healthcare, nursing or social work background a plus.
  • Must have exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment.
  • Must have excellent verbal communication skills and follow-up skills with prospects, clients, and client families.
  • Should have the ability to quickly build rapport with people of all ages, backgrounds and cultures.
  • Creative, innovative, and problem-solving abilities necessary.
  • Should be able to multi-task while maintaining professionalism and patience in a fast-paced environment.
  • Proficiency in Microsoft Word, Excel, the internet, and Outlook required.
  • Ability to learn other software programs quickly will be necessary.
  • Ability to work independently and as part of a team required.

Benefits

  • Competitive Salary + Bonus
  • Generous Paid Time Off
  • Holidays and most Weekends Off
  • Health Insurance (with Dental & Vision benefits)
  • Employer Matched 401K
  • Mileage Reimbursement
  • Advancement Opportunities
  • A Healthy, Positive Work Environment
  • You'll Feel Appreciated and Valued

 

** Must be at least 18 years old ** Must have valid Driver’s License, Car & Car Insurance ** Must have High School diploma or GED ** No felons ** 

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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