Healthcare Client Service Manager

3 weeks ago

Farmington Hills, Michigan, United States Centria Healthcare Full time
Job Overview

Centria Healthcare is seeking a highly skilled Client Service Manager to join our team. As a Client Service Manager, you will be responsible for managing the delivery of in-home care to a group of catastrophically ill or injured clients across the state of Michigan.

The ideal candidate will have a proven track record in building positive relationships with clients, as well as experience in a high-pressure, customer-facing role. They will be highly organized, with attention to detail and a dedication to resolving issues.

The Client Service Manager will be responsible for coordinating the logistics of care, negotiating pay rates, performing human resources functions, and working collaboratively with their team and clients through high-pressure situations.

Key Responsibilities
  • Attend and participate in meetings, conference calls, and Case Opens as required.
  • Regular communication with clients regarding quality of care and general satisfaction.
  • Review patient satisfaction surveys.
  • Quick resolution of any complaints and issues.
  • Communicating with case manager and members of care team to ensure goals are being met.
  • Record issues, complaints, and all other pertinent communications with clients in client chart.
  • Develop and manage Centria staff to accommodate current client needs and future growth.
  • Source qualified candidates, conduct interviews and orientations.
  • Attend and participate in meetings, conference calls, and Case Opens as required.
  • Work with office support staff to ensure proper screening is done on field staff.
  • Conduct performance reviews with staff as scheduled or on an 'as needed' basis.
  • Communicate regularly with Operations Director to keep apprised of new staff, new staff assignments, new clients, upcoming staffing needs, case opens, and discharged clients.
  • Performing and documenting any needed disciplinary measures.
  • Coordinate staff scheduling.
  • Updating data fields for proper tracking of next steps for clients.
  • Taking 'On-Call' responsibilities (approximately once every 2 months).
  • Assist in developing corporate structure and in the creation of policies and procedures.
  • Participate in team meetings.
  • Develop and take on projects to improve client service and satisfaction.
  • Develop and take on projects to improve employee performance, retention, and satisfaction.
  • Researching and filling out network contracts.
  • Develop quality initiatives that will improve referral source satisfaction as measured through number of referrals and subjective survey methods.
  • General help to manage office staff for maximum efficiency.
  • Maintain working knowledge of different programs and certifications.
  • Ensure compliance with above regulations.
  • Build relationships with current referral sources, and pursuing relationships with new referral partners.
  • Promote the growth of Centria Healthcare and assisting in pursuit of business opportunities.

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