Client Services Manager

Job Description

Under the supervision of the Director of Client Services, this position is responsible for providing stellar customer service to clients/families/professionals. CSMs are responsible for building and strengthening client/family/professional relationships and ensuring delivery of services that exceed expectations and facilitate increased client retention. CSMs are accountable for assisting inquiry calls to become active clients with FNC. CSMs will handle consumer relation issues as they may arise. CSMs manage and grow the professional relationships for their assigned green accounts. Participation in the Nights & Weekend On-Call Program is required (additional compensation provided).

Responsibilities

  • Establish a relationship of trust with clients/families/professionals
  • Complete Intakes for new and resumed clients
  • Share the Guide to Home Care Services with each new and resumed client
  • Thank professionals for client referrals and document exchange in MC
  • Schedule new FNC Classic clients for a Start of Care (SOC) visits to handle enrollment forms; provide timely reminders for client to complete forms
  • Provide timely calls to clients and document clear logging notes
  • Be responsive and have timely communication with colleagues in different departments, etc. to further support the client experience
  • Foster healthy and productive work relationships with colleagues
  • Manage client’s needs and expectations as related to care – can include but not be limited to schedule changes, check-in calls, holiday reminder calls, solutions to enhance safety per caregiver’s feedback, compliments, concerns, questions, etc.
  • Schedule home visits with clients to be familiar with home environment (share safety concerns as needed), being available/present for caregiver and client, talk with client/family members, deepen and grow the current status of the relationship with client/family/professional, etc.
  • Educate clients and families about the services the Company offers
  • Offer the client and family information and community resources personalized to their needs
  • Communicate with Sales Team to visit clients in the hospital; jointly assist with client’s smooth transition home
  • Collect feedback from professionals involved with each client to ensure a comprehensive approach to meeting the client’s needs
  • Complete weekly case logs
  • Update the facility regulations sheets for all green accounts annually or as needed
  • Communicate and collaborate with office staff assisting with client service to ensure the Company is doing everything possible to exceed the clients’ and professionals expectations to retain their business, trust and grow the opportunity for new business
  • Support Green Accounts and any existing/potential contracts as needs arise: liaison roles, staffing an office in the community, etc.
  • Collaborate and strategize about issues that arise that may require different internal departments to be involved
  • Communicate circumstances to Director of Client Services and Director of Consumer Relations as related to related to challenges in resolving scenarios such as: clients having a negative experience, consumer relation issues, elevated concerns, professionals calling in with concerns/unique needs, etc.
  • Attend ongoing educational opportunities
  • Participate in community Vendor Fairs, Fundraisers, Trainings, Galas, Golf Events, etc., as requested
  • Participate in Weekend Intake On-Call Program, as needed (additional compensation provided)

Qualifications

  • 4 – 5 years’ experience in quality assurance, client retention or customer service management
  • Social Worker, Case Manager or comparable education and experience in geriatrics desired
  • Bachelor’s Degree required, MSW is highly desired
  • Excellent communication skills – articulate, good listener, professional, empathetic, persuasive
  • Skilled at developing relationships and loyalty quickly through utilizing a modest and client-service oriented approach
  • Knowledge and understanding of what makes a safe home environment
  • Strong critical thinking and analytical skills to make assessments
  • Able to adapt to continually-evolving business expectations, challenges, and goals
  • Innovative, results-oriented individual with excellent organizational skills
  • Experience with metrics, reporting tools and processes
  • Knowledge of private duty home care industry, home health care, senior housing and resources for seniors is a plus
  • Understanding of admissions processes, from acute care to long-term care is a plus
  • Familiarity with the Washington Metro area in addition to the area demographics

Success Criteria

  • Leads by example consistently conveying a positive attitude, passion and pride in work
  • Professionally represents Family & Nursing Care when dealing with clients, professionals, and colleagues
  • Intuitively evaluates situations and makes suggestions to clients based on limited information
  • Influences and persuades effectively, without being forceful or overpowering
  • Understands what drives customers away and how to develop programs and approaches to foster trust and loyalty with all types of clients
  • Demonstrates emphasis on improving quality of client services, procedures and overall communication
  • Meets task and report deadlines consistently and alerts the appropriate individual(s) when unable to complete a task on time
  • Takes initiative, asks questions to clarify instructions, and demonstrates a positive team oriented attitude
  • Works harmoniously and communicates effectively with other staff and departments
  • Handles job with a sense of urgency and in accordance with company protocols
  • Uses appropriate discretion when handling or dealing with confidential documents and matters
  • Actively seeks to advance the Company’s environmentally-friendly practices
  • Exemplifies Company philosophies through promoting and advancing the Company’s Shared Vision and Guiding Principles

If you are interested in this opportunity, you are encouraged to submit a cover letter and resume to our recruitment team at ycruz@familynursingcare.com

Family & Nursing Care is an Equal Opportunity Employer.