Client Service Manager
Worcester, MA, United States
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 non-clinical 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 Director of Operations.
Duties and Responsibilities
Demonstrates a working knowledge of private duty nursing services and the deficits/diagnosis/vocabulary associated with those services.
Collects and documents Referral information for nursing services.
Communicates the referral needs during staffing meetings to engage services for the client. Follows through with problem-solving barriers to services being initiated.
Troubleshoots authorization and client family needs in order to determine feasibility and financial responsibility regarding nursing services.
Coordinates admission prior to therapy evaluation with the client's caregiver. Completes required consent paperwork to initiate services in an accurate and timely manner.
Demonstrates an understanding of who to collaborate with regarding family dynamic concerns from the clinician or the client receiving services. With the goal of maintaining a positive work environment for staff and clients.
Coordination of services with external providers and support for families attempting to access services in addition to those provided by MGA Homecare.
Establishes effective communication & utilizes critical thinking and problem-solving skills to serve as the primary point of contact for all non-clinical issues or questions between clients, field staff and office personnel.
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.
Completes work within the designated time.
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.
Qualifications:
Qualifications
Bachelor’s Degree preferred
2+ years’ experience in customer service role
1+ years’ experience in management position preferred
Reliable means of transportation and flexibility to travel
Current state driver’s license and automobile insurance.
Must demonstrate ability to meet deadlines
Strong communication skills required
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 (HSA)
Flexible Spending Accounts (FSA)
Employee Assistance Program (EAP)
401(k) retirement plan
Paid Time Off (PTO)
Company Paid Holidays
100% Company Paid Life Insurance
Critical Illness/Accident Insurance
Hospital Indemnity Insurance
Identity Protection Plan
Legal Care Plan
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Qualifications
* Bachelor's degree in Finance or a related field
* 2-3 years of work experience
* Must be authorized to work in the United States
Additional Information
Moneta is committed to providing the best possible care for our employees; part of this care includes offering comprehensive benefits that enhance the wellbeing of employees and their families:
* Paid holidays
* Paid time off (PTO)
* Employer cost-shared medical and dental insurance
* Employer paid short-term disability, long-term disability, AD&D insurance, and basic life insurance
* 401k Match – 50% of employee contributions up to 6% of compensation
* Discretionary annual profit-sharing bonus
* Paid parental leave
* Professional development reimbursement
* Paid volunteer time off (VTO)
* Employee referral incentive bonus program
* Onsite wellness programs & rewards
* Employee engagement activities
**Moneta is a fiduciary fee-only Registered Investment Advisory firm and unable to hold securities licenses with the exception of Series 65. We also do not allow outside business activities, insurance commissions and/or trails.**
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