Healthcare Client Service Manager

Position Overview

The Client Service Manager (CSM) manages the delivery of in-home care to a group of catastrophically ill or injured clients across the state of Michigan. The CSM oversees a large team of healthcare professionals and coordinates the logistics of care, negotiates pay rates, performs human resources functions, and works collaboratively with their team and clients through high-pressure situations.

Responsibilities

• Attends and participates 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.
• Cooking staff scheduling.
• Updating data fields for proper tracking of next steps for clients.
• Taking "On-Call" responsibilities (approximately once every 2 months).
• Absorb and take on projects to improve client service and satisfaction.
• Absorb and take on projects to improve employee performance, retention, and satisfaction.
• Research and fill 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 pursue relationships with new referral partners.
• Promote the growth of Centria Healthcare and assist in pursuit of business opportunities.

Required Qualifications, Skills, And Knowledge

• Bachelor’s degrees or equivalent experience.
• Experience in a high pressure, customer facing role.
• Proven track record in building positive relationships with clients.
• Collaborative personality and able to build strong personal relationships.
• Highly organized with attention to detail and a dedication to resolving issues.
• Calm and effective under pressure.
• Able to remain professional in high stress situations.
• Able to plan, execute and manage high volumes of work.
• Critical thinking skills related to time sensitive issues.
• Ability to effectively and professionally communicate with internal and external clients.
• Requires strong analysis, judgment, negotiation, and problem-solving skills.
• Flexible attitude in accepting unique and non-standard solutions.
• Able to train and/or mentor others.

Physical Requirements

• While performing the duties of this job, physical requirements such as bending, reaching and lifting of up to 50 pounds may be required.
• This role will require sitting a majority of the day as well as walking as standing when needed.
• This role will require close visual activity on multiple computer screens or monitors and the ability to analyze data and figures on a screen.