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Client Services Manager

2 months ago

Troy, Michigan, United States Avalon Essential Home Care Full time
Qualifications

REQUIREMENTS:
- Proficient in People Management Skills
- Strong oral and written communication abilities
- Excellent interpersonal and coaching capabilities
- Ability to maintain professional boundaries and exercise discernment
- Effective public speaking and writing skills
- Self-motivated with a positive attitude and commitment to excellence
- Above-average computer literacy, including proficiency in Microsoft Office and web-based applications
- Strong organizational skills with attention to detail
- Ability to manage multiple tasks with a client-centered approach
- Capable of problem-solving in dynamic situations while maintaining professionalism

Physical Abilities:
- Ability to travel to client locations, which may involve navigating varied terrains
- Must possess a valid driver's license and have access to a reliable vehicle
- Capable of lifting and carrying up to 25 pounds

Education & Experience:
- High School diploma or GED required
- Minimum of 2 years of experience in the home care industry

License/Certification:

Responsibilities:
Customer Experience Management:
- Identify and implement improvements in client care and service
- Manage relationships with Caregivers and Families, addressing concerns and escalating issues as necessary
- Collaborate with Field Representatives and Registered Nurses to resolve scheduling conflicts and coordinate care
- Conduct routine visits to clients' homes to ensure high-quality service
- Engage in ongoing training to maintain service excellence

Client Relations:
- Serve as the primary contact for clients, fostering trust and maintaining relationships
- Handle administrative tasks related to client care, including documentation and care plan management
- Assist in onboarding new clients and conducting regular assessments to ensure their needs are met
- Work closely with Care Teams to match clients with suitable Caregivers
- Provide training and support to family members and clients

Compliance:
- Ensure adherence to state regulations and compliance requirements
- Document all necessary information for regulatory purposes and maintain accurate patient records
- Follow company policies regarding privacy and ethical standards
- Report any suspected abuse or neglect as a mandatory reporter

Management:
- Oversee the client experience from referral to ongoing care
- Conduct quality assurance visits and performance evaluations for Caregivers
- Coordinate care with various stakeholders, including family members and insurance providers
- Participate in management meetings to enhance care coordination and client satisfaction
- Assist with caregiver training and retention initiatives

Sales:
- Conduct in-home consultations for prospective clients
- Address inquiries and qualify potential clients for services
- Assist clients in determining their care needs and reassess as necessary
- Participate in community events to promote services

Work Hours and Setting:
- Standard hours are Monday to Friday, with on-call responsibilities
- Flexibility to work non-traditional hours as needed

Benefits:
- Competitive salary range
- Comprehensive health, dental, and vision insurance
- Life insurance and paid time off
- Opportunities for paid training

Estimated Salary:
- Hourly rate based on qualifications

We are an equal opportunity employer and prohibit discrimination or harassment based on any protected characteristic.