Dynamic Client Services Director

2 weeks ago

Jenkintown, United States Visiting Angels of Jenkintown Full time

**Director
- Client Services Management**

**_ Job Description_**

**POSITION PURPOSE**:
**Visiting Angels - a private, non-medical home care company, is seeking a dynamic and fast paced leader to join our team as Client Services Director to function out of our Jenkintown office. A seasoned Senior Process and People Manager with people centric customer service experience will be successful in this role. This is an OFFICE BASED role (NO REMOTE).**

**CLASSIFICATION**: _Exempt_

**SUPERVISION EXERCISED**:

- Client Operations Team comprised of 4 Client Care Managers/Coordinators for Jenkintown office and 1 Client Service Manager for Horsham office.
- Wellness Team comprising of Nurses and Social Workers

**PRINCIPAL ACCOUNTABILITIES**:
The duties and responsibilities described below do not represent a comprehensive list for this position. Additional tasks may be assigned periodically as necessitated by business demands.
- Direct and coordinate the overall operations to ensure highest Client Satisfaction. This will include but not limited to:

- Soliciting client feedbacks proactively and ensuring highest customer service by Managing Client Care Management and Wellness team;
- Solicit Caregiver feedbacks and ensuring highest CG satisfaction possible and thus higher CG retention;
- Be able to "roll up sleeves" to staff cases, if needed
- Be able to create processes to avoid fire drills.
- Develop an “Well Oiled machine” for Client Care Scheduling to test Customer service standard
- Be responsible for production and review of performance benchmarks and associated accountabilities
- Collaborate with Marketing and Inside Sales at Senior Level
- Cover once every two to 3 weeks as “Management On Call” to manage any escalated issues from On Call CCM’s
- Ensure regulatory standards and compliance.
- Work toward high-quality decisions and overall organizational goals.
- Maintain absolute confidentiality of all information pertaining to employees, clients and client’s families.
- Perform duties as deemed appropriate by the CEO.

**SPECIFIC JOB KNOWLEDGE, SKILLS AND PERSONAL ABILITIES REQUIRED**:

- Bachelor’s degree
- Ten years of experience in positions of increasing responsibility, preferably in high paced customer service areas such as Client Servicing call centers, Hospitals or Private Duty Home Care; work in logistics and/or operations will be considered as well. Senior Project Managers with Customer service experience will be apt for this role as well.
- Must Have "Can Do" attitude and willingness to go extra mile to help clients, caregivers and the Company
- MUST have People, Process and Organization management experiences
- Must be sociable and amicable in approach
- Excellent conceptual thinking skills with the ability to analyze complex issues sensitive in nature. Excel in conflict resolution and implement the solutions.
- Ability to listen and communicate clearly, fluently, diplomatically orally and in writing.
- Ability to remain flexible, resilient, calm and maintain a sense of humor; and present a well-groomed professional image.
- Ability to plan, organize, prioritize, delegate and accurately follow through in work activities with time constraints and interruptions to meet deadlines, as well as, work independently with a minimum amount of direction and/or supervision.
- Ability to generate goodwill for the Agency with clients, their family members and other referral sources. Demonstrate a strong commitment to client service excellence.
- Possess and maintain good physical and mental health, including current TB testing.
- Must be flexible to respond to “evolving client situations” in a 24X7 framework
- Ability to lawfully work in the U.S.

ALL APPLICANTS MUST BE ABLE TO PROVIDE PROOF OF VACCINATION.

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