Client Service Manager

MGA Homecare has been providing Private Duty Nursing, Skilled Nursing Visits, Occupational Therapy, Physical Therapy, and Speech Therapy services since 2002. In 2022, MGA expanded to offer Applied Behavior Analysis (ABA) and early behavior intervention for pediatric patients with autism spectrum disorder (ASD) and other developmental disabilities. Our goal is to deliver high-quality clinical care in the comfort of your home, focusing on compassion and integrity.

About the role

The Client Services Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff to resolve challenges and address concerns. The CSM oversees all non-clinical aspects of care, including the utilization of authorized hours, candidate vetting, and communication between clients, field staff, and office personnel. The core focus is on ensuring client satisfaction and increasing client retention.

Responsibilities

• Demonstrates a working knowledge of therapy services and the deficits/diagnosis/vocabulary associated with those services.
• Collections and documents referral information for therapy services.
• Communicates referral needs during staffing meetings to engage services for the client.
• Troubleshoots authorization and client family needs to determine feasibility and financial responsibility regarding therapy services.
• Coordinates admission prior to therapy evaluation with client caregiver.
• Completes required consent paperwork to initiate services accurately and promptly.
• Demonstrates an understanding of who to collaborate with regarding family dynamic concerns from the clinician or the client receiving services.
• Builds strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
• Sets proper and realistic expectations with clients regarding MGA’s service capabilities.
• Appropriately logs all non-clinical client & field staff complaints in accordance with MGA policy.
• Collaborates with recruiting team to address long and short-term staffing needs by communicating client specific requests.
• Demonstrates working knowledge of payer source requirements, including an understanding of Medicaid, MGA specific software systems, internal processes, policies and procedures.
• Communicates and escalates all client and field staff issues to management in accordance with MGA Policy.
• Participates in the on-call rotation for after-hours service issues.
• Effectively supports and executes the mission, ethics, and goals of the company.
• Represents MGA and themselves in a positive and professional manner.
• Demonstrates a high level of honesty, integrity and accountability.
• Adheres to all company policies and procedures outlined in Employee Handbook, Employee Agreement, and/or communicated from management.

Requirements

• 2+ years’ experience in customer service role.
• 1+ years’ experience in management position preferred.
• Must demonstrate ability to meet deadlines.
• Strong communication skills required.

Additional Job Description Information

Benefits are available to eligible employees on the first of the month after 30 days of employment and include:

• Annual Salary of $56,500
• Weekly pay
• Medical, Dental & Vision Coverage – Available 1st of the month following 30 days of employment
• Health Savings Accounts (HSA)
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• 401(k) retirement plan
• Paid Time Off (PTO)
• 7 Company Paid Holidays
• 100% Company Paid Life Insurance
• Voluntary Life Insurance
• Accident, Hospital, and Critical Illness Insurance
• Identity Theft Protection Plan
• Discounted Legal Care Plan

All your information will be kept confidential according to EEO guidelines.