Client Service Manager

OVERVIEW:

Establish Care Options for Kids as the provider of choice for clients, caregivers, and referral

sources in your local market by providing excellent customer service, coordinating client

services, and forging strong client and caregiver relationships.

SUPERVISOR:

Director of Client Services

QUALIFICATIONS:

• Embody the Care Options For Kids promise of bringing love, light and laughter into

the homes and communities we serve.

• At least one year of customer service experience. Healthcare experience strongly

preferred.

• High school diploma. Four-year college degree strongly preferred.

• Intermediate competency with computers and other technology that are utilized to

conduct job functions.

• Must possess strong interpersonal and leadership skills.

• Must be able to solve complex problems and function effectively in a stressful work

environment.

• Ability to read, write and communicate in English.

PHYSICAL REQUIREMENTS:

• Light to moderate physical exertion regularly such as: lifting, bending, pushing, pulling,

stopping, kneeling, and reaching.

• Ability to lift and carry up to 30 pounds such as: books, papers, files, medical/office

supplies etc. frequently.

• Ability to sit or stand for long periods of time in the work area.

• Ability to transport oneself to and from multiple work sites.

PRIMARY RESPONSIBILITIES:

• Assist Client Service Associates with marketing plan put in place by Business

Operations Director and help them reach their individual goals.

• Maintain high level of communication with office staff to stay aware of new and potential

referral sources.

• Grow the assigned area in client census, service hours, revenue, and geographical

territory.

• Assist Client Service Associates with recruiting plan put in place by Business

Operations Director.

• Attend recruiting call/meeting associated with your Client Service Associates territory.

• Ensure Client Service processes all invoices and time sheets timely and correctly.

• Ensure any authorizations for service are current and adhered to.

• Maintain a high level of client satisfaction by making goodwill calls, ensuring adequate

number of caregivers, etc.

• Maintain a high level of caregiver satisfaction by making goodwill calls, appropriately

matching caregivers within their preferences, etc.

• Assist Business Operations Director in monitoring performance metrics, such as margins,

overtime, etc.

• Participate in budgeting or annual planning activities as requested.

• Submit all requested reports, action plans, etc. timely to management as requested.

• Assist with administrative duties such as answering phones, filing, ordering supplies, etc.

as needed.

• Investigate and resolve all client and caregiver complaints timely.

• Hire, develop and supervise high potential office employees.

• Conduct annual performance evaluations for all office staff.

• Develop successor planning.

• Monitor, manage and approve all office staff payroll and time off.

• Assist team members in filling callouts and last-minute service requests.

• Treat and communicate with clients, families, co-workers, referral sources and caregivers

with courtesy, respect, and consideration. Document all pertinent interactions

electronically.

• Review on-call report daily and follow-up as needed.

• Monitor unfilled hours, overtime, and gross margin to ensure adherence to

company-wide standards.

• Ensure care coordinators are managing EVV Queue daily.

• Run payroll reports 2-3 times a week to ensure payroll is processed in a timely manner.

These reports include:

o Unverified Service Report

o Schedule Issues Report

o PreProcess Payroll Report

• Ensure all applicable verifications, evaluations, competences, and checks are completed

timely.

• Assist with the implementation and execution of the emergency management plan to

ensure client and caregiver safety during an emergency. Support the office before,

during and after the emergency as needed/instructed.

• Perform related duties, or as required or requested by Supervisor.

OTHER RESPONSIBILITIES FOR ALL STAFF:

• Embody the Care Options For Kids promise of bringing love, light and laughter into the

homes and communities we serve.

• Treat and communicate with clients, families, co-workers, referral sources and

caregivers with courtesy, respect, and consideration.

• Maintain confidentiality of all client, caregiver, and business information.

• Comply with all applicable laws, regulations, policies, procedures, and guidelines.

• Conserve resources by using equipment and supplies as necessary to perform job

duties.

• Report to work as assigned or scheduled timely. Follow procedures for notification of

absence or time-off requests.

• Maintain professional/technical competency and proficiency of job responsibilities by

attending and participating in meetings, conferences and education programs as

requested.

• Perform all job responsibilities with a friendly, positive, and team-oriented attitude.

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Leadership: 1 year (Required)

Language:

• English (Required)

Ability to Commute:

• Delray Beach, FL 33445 (Required)

Ability to Relocate:

• Delray Beach, FL 33445: Relocate before starting work (Required)

Work Location: In person