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Client Services Manager

AmeriBest Home Care

Allentown, PA

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JOB DETAILS
SKILLS
Accounting, Accounting Software, Analysis Skills, Business Growth, Campaigns, Candidate Sourcing, Communication Skills, Community Relations, Community and Social Services, Computer Skills, Corporate Policies, Customer Escalations, Customer Experience, Customer Retention/Renewal, Customer Satisfaction, Customer Service Management, Customer Support/Service, Database Management Software/Systems (DBMS), Depth Perception, Disciplinary Action, Driver's License, Electronic Medical Records, Entrepreneurship, Establish Priorities, Financial Management, HIPAA (Health Insurance Portability and Accountability Act), Healthcare, Healthcare Management, Healthcare Software, Home Care, Identify Issues, Lift/Move 30 Pounds, Maintain Compliance, Marketing, Marketing Communications, Medicaid, Medical Assistance, Metrics, Microsoft Excel, Microsoft Office, Multicultural, Multilingual, Multitasking, Organizational Skills, Performance Metrics, Physical Demands, Presentation/Verbal Skills, Privacy Controls, Privacy Regulations, Problem Solving Skills, Public/Media/Press/Analyst Relations, Quality Assurance, Quality Metrics, Regulatory Compliance, Reporting Skills, Resolve Customer Issues, Sales, Schedule Development, State Laws and Regulations, Telephone Skills, Telephone Triage, Willing to Travel, Writing Skills
LOCATION
Allentown, PA
POSTED
Today
OVERVIEW:

AmeriBest Home Care is dedicated to providing high quality home care services to valued members of our community. The Client Services Manager is a vital contributor to AmeriBest's vision and mission to be the provider and employer of choice providing exceptional home care services in our community, one client, one caregiver, and one visit at a time.

Reporting to the Branch Director, it is the Client Services Manager's responsibility to analyze and act upon opportunities to drive growth, retention, and deliver exceptional customer service to our clients and caregivers while ensuring AmeriBest's compliance and quality standards are met. Duties will include troubleshooting and responding to issues in order to retain clients and caregivers, sourcing, recruiting and scheduling caregivers, developing relationships, planning and implementing outreach campaigns to resume services with former clients, and educating various referral sources regarding the services offered by AmeriBest. The success of the Client Services Manager will be measured by growth and retention of clients (i.e. patients) and caregivers while meeting compliance and quality standards.

ESSENTIAL RESPONSIBILITIES AND REQUIREMENTS:

Responsibilities
  • Drive business growth through staffing caregivers to provide quality home care services
  • Sourcing, recruiting and helping to facilitate the hiring of Direct Care Workers (DCWs)
  • Manage/Oversee coordination of care for AmeriBest Home Care clients
  • Customer service, delivering compassion and problem resolutions
  • Conduct calls with DCWs and Clients to assess current satisfaction
  • Troubleshoot issues and liaison between AmeriBest departments for problem resolution
  • Triage calls with clients and DCWs who depart services
  • Serve as a point of escalation to resolve client and caregiver issues
  • Hold caregivers accountable to service and performance expectations; administering disciplinary action where appropriate
  • Maintain and act upon data (inquiries, admissions, customer satisfaction, discharges and referrals)
  • Maintain effective fiscal management of client caseloads by monitoring metrics and achieving KPI targets
  • Execute strategies to enhance the service experience of clients and caregivers, contributing to improved client and caregiver retention
  • Conduct client visits as needed for admissions, supervisions, or quality assurance
  • Implement and execute outreach campaigns to resume services with former clients
  • Provide analysis, metrics and weekly reporting regarding client and DCW retention
  • Ensure regulatory compliance, HR compliance, and quality standards are maintained
  • Prepare activity reports as requested
  • Attend meetings as requested
  • Perform Client Services Coordinator duties as necessary
  • Lead or Supervise Client Services Coordinators as assigned
  • Perform other duties as assigned
Requirements
  • Bilingual
  • Valid state driver's license
  • Able to travel locally
  • 1 year of experience in customer service, sales, recruiting, marketing and/or public relations
  • 1 year of experience within the Home Care industry
  • Excellent verbal and written communication skills
  • Able to prioritize daily tasks and handle multi-tasking
  • Sense of urgency and adaptability to changing priorities
  • Enjoy working in a multi-cultural environment
  • Entrepreneurial and goal-oriented with a positive, upbeat attitude
  • Able to build and maintain strong relationships with community members, caregivers, families, organizations and Supports Coordinators
COMPLIANCE AS REQUIREMENT OF PERFORMANCE:

Compliance with AmeriBest policies and procedures is a responsibility of all AmeriBest associates. It is a part of each associate's performance to follow these requirements:
  • All associates are expected to participate in any investigatory activities
  • All associates are expected to report any violation of AmeriBest policies and procedures
  • All associates are expected to conduct themselves in an ethical manner consistent with the AmeriBest mission statement and Standards of Conduct
  • All associates are expected to protect the privacy of protected records and must conduct themselves consistent with all applicable laws and policies regarding privacy protection, including HIPAA and state specific privacy laws
COMPETENCIES/SKILLS:
  • Excellent organizational, oral and written communication skills; problem solving abilities
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently
  • Communication - Communicates persuasively; listens and gets clarification
  • Excellent telephone skills and customer services skills
  • Demonstrates empathetic attitude towards the care of the client and their family members
  • Computer proficiency- Ability to navigate basic Microsoft Office suite, EMR systems and applicable internet resources per company policy
    • Experience with HHAeXchange is a plus
  • Able to manage competing demands for time and resources and independently prioritizes work responsibilities
  • Able to function effectively as a member of a team
EDUCATION AND/OR EXPERIENCE:
  • Associate's Degree
  • Customer Service: 2 years
  • Experience with Pennsylvania Medical Assistance Program (Medicaid), home care waiver experience is a plus
PREFERRED EXPERIENCE:
  • Bachelor's Degree in Business, Marketing, Communications, Healthcare Management or related field
  • One (1) year recent experience in a home care agency or other related healthcare field
  • Previous experience working with consumers, the elderly and their families
  • Prior marketing experience
  • Prior recruiting experience
  • Strong computer proficiency including Microsoft Office and Excel, general accounting software, and knowledge of one or more major web-based home health database software programs
PHYSICAL DEMANDS:
  • Regular requirement to sit; use hands to touch, handle or feel
  • Occasional requirement to stand; walk and reach with hands and arms
  • Occasional requirement to lift and/or move up to 30 pounds
  • Vision abilities include close vision, peripheral vision, depth perception and ability to adjust focus
  • Driving occasionally in congested areas
Benefits
  • Medical
  • Dental
  • Vision
  • 401k
  • PTO
WORK ENVIRONMENT:
  • Business Office Environment
  • Required travel to client residences and/or other sites to support client care needs
  • Noise level is usually moderate

About the Company

A

AmeriBest Home Care

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