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Client Service Manager II

4 weeks ago

Oakland, California, United States Institute on Aging Full time
About the Role

We are seeking a highly motivated and customer-focused Client Service Manager II to join our team at Institute on Aging. As a key member of our Corio Home Care team, you will play a vital role in delivering exceptional client experiences and promoting our home care services to new clients and referral partners.

Key Responsibilities
  • Conduct in-home assessments with prospective clients, evaluating their care needs and building relationships with their families.
  • Responsible for onboarding and enrollment process for new clients, including completion of new enrollment paperwork and completion of all LTC forms.
  • Perform accurate and comprehensive intakes, initial assessments, and re-assessments.
  • Answer and respond to calls from referral sources, prospective clients, and existing clients.
  • Establish and maintain current, accurate, and confidential files for each home care client.
  • Maintain strong customer service-based relationships with clients, their loved ones, and staff.
  • Investigate all HCA-related complaints and service issues, ensuring prompt resolution and follow-through activities.
  • Ensure home care is provided according to all relevant policies, procedures, and regulations.
  • Represent IOA at community resource events and participate in interdisciplinary team meetings.
  • Collaborate with the staffing team to find the most reliable and appropriately matched Home Care Aides for IOA's home care clients.
  • Actively promote IOA services to the outside community, including referral relationships and trusted advisors.
  • Provide after-hours support for clients, referral partners, and prospective clients, including evening and weekends.
Requirements
  • Bachelor's Degree Required
  • Minimum of 3 years' experience in the field of aging services
  • Exceptional customer service skills, including sales and community relationships
  • Outstanding oral and written English language skills
  • Ability to multi-task and work effectively in a busy, fast-paced, customer service-oriented environment
  • Highly motivated self-starter and capable of working autonomously with strong problem-solving skills
  • Proficiency in Microsoft Word, Excel, Outlook, and other software systems
About Institute on Aging

Institute on Aging is a leading provider of home care services, dedicated to enhancing the quality of life for aging adults and adults with disabilities. We are committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants.