Client Service Manager

Nashville, IN - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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

*must reside in Nashville TN and/or surrounding areas*

Establish effective communication & utilize 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.
Build strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
Set proper and realistic expectations with clients regarding MGAs service capabilities.
Create weekly/monthly staffing schedules that accurately reflect clients preferences and communicate with all parties involved.
Appropriately log all non-clinical client & field staff complaints in accordance with MGA policy.
Document all client communication and activities related to the staffing of open shifts.
Collaborate with recruiting team to address long and short-term staffing needs by communicating client-specific requests.
Coordinate the caregiver with the client interview process to ensure appropriate field staff placement.
Verify that authorization for services is in place prior to staffing and that an accurate utilization of hours based on the clients preferences occurs on a weekly basis.
Demonstrate working knowledge of payer source requirements including an understanding of Medicaid MGA specific software systems internal processes policies and procedures.
Communicate and escalates all client and field staff issues to management in accordance with MGA Policy.
Participate in the on-call rotation for after-hours service issues.
Monitor missing/late field eCharts overtime missed coverage and gross profit margins and takes steps to improve results.

Qualifications :

2 years experience in a customer service role
Enthusiastic reliable and independent self-starter with strong organizational decision-making problem-solving and creative thinking skills
Ability to multi-task and shift priorities as needed and work as an individual contributor as well as part of a team
Honest high level of work ethic and integrity an assertive and strong desire to succeed

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-available if enrolled in a high deductible plan)
Flexible Spending Accounts (FSA & LPFSA)
Dependent Care Reimbursement Accounts (DCRA)
Employee Assistance Program (EAP-available if enrolled in Health plan)
401(k) retirement plan
Paid Time Off (PTO)
7 Company Paid Holidays
100% Basic Life Insurance (if enrolled in Health plan)
Voluntary Life Insurance
Short & Long-Term Disability
Critical Illness/Accident Insurance
Hospital Indemnity Insurance
Identity Protection Plan
Legal Care Plan
Pet Discount Program

All your information will be kept confidential according to EEO guidelines.

#IND123

Remote Work :

Employment Type :

Full-time

*must reside in Nashville TN and/or surrounding areas*

Establish effective communication & utilize 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.
Build strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
Set proper and realistic expectations with clients regarding MGAs service capabilities.
Create weekly/monthly staffing schedules that accurately reflect clients preferences and communicate with all parties involved.
Appropriately log all non-clinical client & field staff complaints in accordance with MGA policy.
Document all client communication and activities related to the staffing of open shifts.
Collaborate with recruiting team to address long and short-term staffing needs by communicating client-specific requests.
Coordinate the caregiver with the client interview process to ensure appropriate field staff placement.
Verify that authorization for services is in place prior to staffing and that an accurate utilization of hours based on the clients preferences occurs on a weekly basis.
Demonstrate working knowledge of payer source requirements including an understanding of Medicaid MGA specific software systems internal processes policies and procedures.
Communicate and escalates all client and field staff issues to management in accordance with MGA Policy.
Participate in the on-call rotation for after-hours service issues.
Monitor missing/late field eCharts overtime missed coverage and gross profit margins and takes steps to improve results.

Qualifications :

2 years experience in a customer service role
Enthusiastic reliable and independent self-starter with strong organizational decision-making problem-solving and creative thinking skills
Ability to multi-task and shift priorities as needed and work as an individual contributor as well as part of a team
Honest high level of work ethic and integrity an assertive and strong desire to succeed

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-available if enrolled in a high deductible plan)
Flexible Spending Accounts (FSA & LPFSA)
Dependent Care Reimbursement Accounts (DCRA)
Employee Assistance Program (EAP-available if enrolled in Health plan)
401(k) retirement plan
Paid Time Off (PTO)
7 Company Paid Holidays
100% Basic Life Insurance (if enrolled in Health plan)
Voluntary Life Insurance
Short & Long-Term Disability
Critical Illness/Accident Insurance
Hospital Indemnity Insurance
Identity Protection Plan
Legal Care Plan
Pet Discount Program

All your information will be kept confidential according to EEO guidelines.

#IND123

Remote Work :

Employment Type :

Full-time

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

Apply Now

About Company

MGA Homecare

MFMB has also diversified its business from flour milling to include the manufacture and sale of poultry feed and aqua feed, sale of raw materials, integrated poultry business and software engineering. Its full poultry integration comprises the breeding and sale of day-old chicks, bro ... View more

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