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Client Care Manager

Under the direction of the Owner, the Client Care Manager is responsible for client relationship management and customer service, ensuring that clients receive the highest quality of care and are exceptionally satisfied.  The CCM is responsible for orchestrating, monitoring and supervising the care as well as communicating the care coordination details to all team members, other providers, client (s) and family members.  Is responsible for training and supervision of all field staff delivering care. The CCM is also responsible for the client admission process, assisting the Scheduler(s) with preparation of the weekly schedule as well as conflict resolution regarding service delivery. 

 

Job Classification:

This is a full-time Exempt position.  Office hours are M-F 8:30am to 4:30pm.  Some early mornings, evenings and weekends required.

 

Primary Objectives:

  • Manage the ongoing internal sales process/client relationship for existing clients including problem resolution, re-assessment and evaluation, quality assurance, anticipating needs and advising families.  This includes accurate tracking of all prospect/lead data entry in our software program and reporting weekly to Owner.  Conduct client recovery activities for deactivations, hospitalizations, hour reductions and cancellations.  Responsible for ensuring that clients value our services and have the positive “Wow” experience.
  • Manage and oversee the “client care team” including administrative, field and nursing staff.  This includes internal and external conflict resolution regarding scheduling and service delivery.  This also includes accurate data entry for all new and ongoing client information. 
  • Manage and oversee the new hire onboarding process, supervisory visits, client care team training, lead care conferences and individual training sessions as needed.  Responsible for, but not limited to proper disciplinary action of all client care staff – field and nursing as well as administrative as instructed by Owner.
  • Manage and oversee 24 hour on-call:  Participates in on-call rotation by carrying the company paid cell phone on a rotating basis.  While on-call, handles all client, caregiver, and scheduling issues that occur and conducts all new client intakes as needed.  Is responsible for covering caregiving shifts in the event that a caregiver cannot be located.

Essential Functions:

  • Answers client inquiries via phone, web, or in person and qualifies them for home visits.  Directly conducts In Home Visits as requested.
  • Manages Safety Choice Contract with Meridian and ensures all PERS units are operating properly.  Removing, changing batteries, replacing and installing as needed.
  • Ensures follow up visits with clients including POC updates are conducted 1x every 6 mos.
  • Ensures all field staff supervisory visits are conducted 1x in first 90 days and 1x per year.
  • Participates in formal and impromptu management meetings and in the development of systems to improve care coordination, client satisfaction, employee performance and retention and office operations.  Submits accurate weekly metrics/accountability reports to the Owner.  Completes dashboard entries as required.
  • Adhere to HIPAA law and enforces high level of confidentiality.
  • Assist the other members of the management team as needed. 
  • Completes special projects as assigned.

 

Qualifications & Experience:

High School diploma/GED required.  College degree in a related field preferred.  2-3 Years Management experience in healthcare industry or small business preferred.  Knowledge of office procedures and home care industry a plus.

Requires proficiency in Microsoft Office Products.  Will need to master additional software including eRSP, calendar sharing and additional computer systems applicable to job functions.

Must possess exceptional customer service skills, problem solving, time management and organizational skills.  Must be able to work under time pressures and manage multiple demands simultaneously.  Attention to detail is essential.  Excellent telephone, written, speech, and a communication skills are necessary.  Must be a team player willing to share information and work cooperatively with other members of the management team and caregiving staff.

Working Enviornment & Physical Demands:

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job.  While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles.  The noise level in the work environment is usually moderate. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The employee is required to drive, sit, lift, stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl.  The employee must be able to lift and or move up to 25 pounds.  Extended time at a computer work screen and on the telephone required.

 

Apply Today!

This position is open at our Holland Office, located at 837 Maple Ave #20, Holland, MI 49423, our office serves the Grandville, Holland, Macatawa, Hudsonville, Jenison, Jamestown, Saugatuck, Zeeland, Grandville, Hamilton, Douglas, and Fennville, MI. Learn more here: http://holland-300.comfortkeepers.com/home/careers

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