Client Service Manager
Client Service Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Client Services Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff to more quickly resolve challenges and address concerns. The CSM oversees all nonclinical aspects of the provision of care that includes the utilization of authorized hours the vetting of potential candidates and the management of communication between clients field staff and office personnel. The core focus of the position is to ensure client satisfaction and increase client retention. This position reports directly to the Administrator.
Duties and Responsibilities
- Establish effective communication & utilize critical thinking and problemsolving skills to serve as the primary point of contact for all nonclinical issues or questions between clients field staff and office personnel.
- Build strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
- Set proper and realistic expectations with clients regarding MGAs service capabilities.
- Create weekly/monthly staffing schedules that accurately reflect clients preferences and communicate with all parties involved.
- Appropriately log all nonclinical client & field staff complaints in accordance with MGA policy.
- Document all client communication and activities related to the staffing of open shifts.
- Collaborate with the recruiting team to address long and shortterm staffing needs by communicating clientspecific requests.
- Coordinate the caregiver with the client interview process to ensure appropriate field staff placement.
- Verify that authorization for services is in place prior to staffing and that an accurate utilization of hours based on the clients preferences occurs on a weekly basis.
- Demonstrate working knowledge of payer source requirements including an understanding of Medicaid MGAspecific software systems internal processes policies and procedures.
- Communicate and escalate all client and field staff issues to management in accordance with MGA Policy.
- Participate in the oncall rotation for afterhours service issues.
- Monitor missing/late field eCharts overtime missed coverage and gross profit margins and takes steps to improve results.
Qualifications :
- Bachelors Degree Preferred
- 2 years experience in a customer service role
- 1 years experience in a management position preferred
- Reliable means of transportation and flexibility to travel
- Current state drivers license and automobile insurance
- Enthusiastic reliable and independent selfstarter with strong organizational decisionmaking problemsolving and creative thinking skills
- Ability to multitask and shift priorities as needed and work as an individual contributor as well as part of a team
- Honest high level of work ethic and integrity an assertive and strong desire to succeed
Additional Information :
Benefits are available to eligible employees on the first of the month after 30 days of employment and include:
- Health Dental & Vision Coverage
- Health Savings Accounts (HSAavailable if enrolled in a high deductible plan)
- Flexible Spending Accounts (FSA & LPFSA)
- Dependent Care Reimbursement Accounts (DCRA)
- Employee Assistance Program (EAPavailable if enrolled in Health plan)
- 401(k) retirement plan
- Paid Time Off (PTO)
- 7 Company Paid Holidays
- 100% Basic Life Insurance (if enrolled in Health plan)
- Voluntary Life Insurance
- Short & LongTerm Disability
- Critical Illness/Accident Insurance
- Hospital Indemnity Insurance
- Identity Protection Plan
- Legal Care Plan
- Pet Discount Program
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
