Client Management Leader I

As the nation's leading provider of high-quality home care services, we empower our clients to live independently, safely, and with dignity in their own homes. The home is more than a place it's the center of health, care coordination, and Meaningful Moments that transform lives.

We're seeking a Client Management Leader I who is passionate about making a difference and driving impact. This role offers an opportunity to contribute to meaningful work and help shape the future of care in communities across the country.

Our Benefits:

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan
• Paid time off and holidays
• Employee assistance programs and wellness initiatives
• Flexible options to support a balanced life

Responsibilities:

• Oversees a team of assigned Admin employees, including Client Service Representatives.
• Build and maintain a culture of high-quality service
• Manage team to deliver quality care that adheres to regulatory requirements, company policies and procedures
• Ensures client records and documentation are maintained in compliance with regulations.
• Regularly ensures that client's care plans are adhered to, monitored and maximized to facilitate high quality for clients that meets their needs, Compliance reporting, and maintain accurate incident records and implement actions to resolve issues
• Issue resolution for all cases requiring management intervention.
• Escalate complaints, problems or complex issues to the client's Case Management Group.
• Initiates contact with clients and records status updates, monitors client satisfaction and promptly addresses complaints or concerns with caregiver or overall service.
• Works in collaboration with clinical and regional client intake team to ensure clients are served timely and within compliance.
• Drives team productivity and create a culture of high expectations
• Leading team meetings to encourage, motivate, and hold team accountable for actionable goals.
• Conduct performance reviews for direct reports and manage local recognition programs.
• Manage operating expenses to budget, including approval of payroll, PTO, and overtime.
• Own KPIs for area of responsibility and review them daily, weekly & monthly with Market Leader and identify actions to improve performance.
• Coach, train and mentor team to ensure all roles and responsibilities are understood, to drive performance improvement and employee satisfaction and retention.
• Call outs
• Employment Terminations
• Client Request
• Creates and maintains a database system for all important information relative to assigned Clients
• Includes phone numbers, home address, etc.
• Maintains knowledge of legal and regulatory requirements including professional licenses, training, background checks, etc.
• Receives client and/or caregiver calls and handles routine issues, documenting each contact.
• Coordinates Client schedules to ensure that client service is maintained.
• Consistently maintains the confidentiality of Client, Caregiver, and agency information.
• Available for after-hours on-call reach-outs as an industry quality assurance requirement.
• Performs other job-related duties as assigned; some duties may be market specific.
• This description reflects assignment of essential functions, management may assign or reassign duties and responsibilities to this job at any time that are not listed above.

Qualifications:

• Excellent organizational skills: ability to multitask and manage multiple responsibilities.
• Able to supervise staff and provide necessary feedback to improve overall services. Identifies and progresses toward meeting personal and professional goals.
• Strong problem-solving skills.
• Demonstrate compassion, responsibility, and cheerful attitude. Ability to deal with conflict in a professional manner.
• Excellent customer service; including verbal and written communication. Positive attitude and ability to promote a positive team environment.
• Intermediate level computer skill with creating and modifying documents using Microsoft products.

Education and Experience:

• At least 18 years of age & high school diploma/GED required.
• Bachelor's degree in Social Work, Psychology, or other related discipline or equivalent, preferred.
• Prior office experience, including experience with organizing information and working with databases.
• At least five (5) years of experience in health care, preferably in home health; three (3) years of supervisory experience.
• Medicaid, Waiver and Home Healthcare experience preferred.

Management Authority:

• Makes staff decisions hiring, firing
• Conducts performance reviews
• Trains other associates
• Directs work of other associates

Physical Requirements:

• Sedentary ability to remain in a stationary position for extended periods of time.
• Ability to move or traverse about in offices and/or client homes, including ascending and descending stairs.
• Ability to communicate effectively and clearly with others to exchange information.

Travel Requirements:

• Monthly or quarterly travel required

Job Profile Summary:

The Client Management Leader I (covering a region serving up to 1,500 clients) will work to deliver at an exceptional operational level with end-to-end ownership of the financial and operational objectives of their assigned geographic area(s). This role will deliver high quality service in a compliant environment with a focus on Client engagement and service delivery excellence in their designated area. The role will also work across the matrix functions of the Field Support Center (corporate) to ensure a reliable and consistent operating environment. This role is responsible for all necessary organizational, administrative and professional support for assigned clients and provides team leadership for assigned team of Client Service Representatives and other Admin employees. The Client Management Leader is responsible for maintaining positive Client relations and demonstrating respect, efficiency, and good communications both internally and externally.