Healthcare Client Service Manager

Overview

Centria Healthcare was founded in 2009 as a provider of Private Duty Nursing services for the pediatric and post MVA population. We believe in providing exceptional care for our patients where they are most comfortable—in their own homes. Centria Healthcare hires caring, professional and dedicated nurses and home health aides. A healthy work life balance is considered in the structure of our organization. We want our clients and staff healthy and happy. We love what we do and have a high expectation of service. We are growing tremendously and are looking forward to adding great individuals to our team. We understand that our employees are our greatest asset.

Position Overview

The Client Service Manager (CSM) will be responsible for managing the delivery of in-home care to a group of catastrophically ill or injured clients across the state of Michigan. Client Service Managers manage a large team of healthcare professionals (such as Nurses, Aides, etc.). The CSMs coordinate the logistics of care, negotiate pay rates, perform human resources functions, and work collaboratively with their team and clients through high-pressure situations.

Salary : 55,000 to 58,000 K with potential quarterly raise based on KPI

Responsibilities

• Attends and participates in meetings, conference calls, and Case Opens as required.
• Regular communication with clients regarding quality of care and general satisfaction.
• Review patient satisfaction surveys.
• Quick resolution of any complaints and issues.
• Communicating with case manager and members of care team to ensure goals are being met.
• Record issues, complaints, and all other pertinent communications with clients in client chart.
• Develop and manage Centria staff to accommodate current client needs and future growth.
• Source qualified candidates, conduct interviews and orientations.
• Work with office support staff to ensure proper screening is done on field staff.
• Conduct performance reviews with staff as scheduled or on an "as needed" basis.
• Communicate regularly with Operations Director to keep apprised of new staff, new staff assignments, new clients, upcoming staffing needs, case opens, and discharged clients.
• Performing and documenting any needed disciplinary measures.
• Updating data fields for proper tracking of next steps for clients.
• Taking "On-Call" responsibilities (approximately once every 2 months).
• Assist in developing corporate structure and in the creation of policies and procedures.
• Participate in team meetings.
• Develop and take on projects to improve client service and satisfaction.
• Develop and take on projects to improve employee performance, retention, and satisfaction.
• Researching and filling out network contracts.
• Develop quality initiatives that will improve referral source satisfaction as measured through number of referrals and subjective survey methods.
• General help to manage office staff for maximum efficiency.
• Maintain working knowledge of different programs and certifications.
• Ensure compliance with above regulations.
• Build relationships with current referral sources, and pursue relationships with new referral partners.
• Promote the growth of Centria Healthcare and assist in pursuit of business opportunities.

Required Qualifications, Skills, and Knowledge

Working Conditions

Centria's office hours are Monday through Friday from 8 : 30am-6 : 00pm. Additional time may be required to complete above work or meet company objectives.

Physical Requirements

While performing the duties of this job, physical requirements such as bending, reaching and lifting of up to 50 pounds may be required. This role will require sitting a majority of the day as well as walking or standing when needed. This role will require close visual activity on multiple computer screens or monitors and the ability to analyze data and figures on a screen.

Equal Opportunity Statement : We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.

J-18808-Ljbffr