Senior Client Service Manager

Job Description

POSITION PURPOSE : 

Visiting Angels - a private, non-medical home care company, is seeking a dynamic and fast paced leader to join our team as Senior Client Services Manager to function out of our Jenkintown office. A seasoned Senior Process and People Manager with people centric customer service experience will be successful in this role. This is an OFFICE BASED role (NO REMOTE).

This is a leadership role and the incumbent is expected to have solid background in Operations and/or Project Management  as well  appropriate people management experience/depth to manage accomplished Client Care Managers and Client Service Manager(s). The candidate must have prior experience of managing teams in a high paced environment - all the while having fun as being part of the team. As a Manager of Managers, the incumbent will be responsible for maintaining relationships with clients as well as ensuring right staffing, scheduling, and supervision of caregivers. The ROLE requires a certain sense of urgency and empathy to ensure the incumbent can relate to the client's immediate requirements and company's "CLIENT FIRST" ethos. Strong communication skills are required to be successful in ensuring reliability, consistency and continuity of care for the clients. Must be able to handle tough situations and clients in a high paced environment. Ideal candidate for this role could have experience as a Senior Manager/Manager (not just a floor supervisor) in a call center setting, or a scheduling floor manager in a hospital setting.

CLASSIFICATION : Exempt                        

SUPERVISION EXERCISED :

• Client Operations Team comprised of 4 Client Care Managers/Coordinators for Jenkintown office and 1 Client Service Manager  for Horsham office.

• Wellness Team comprising of Nurses and Social Workers

  PRINCIPAL ACCOUNTABILITIES :

  The duties and responsibilities described below do not represent a comprehensive list for this position. Additional tasks may be assigned periodically as necessitated by business demands.

• Direct and coordinate the overall operations to ensure highest Client Satisfaction. This will include but not limited to:

• Soliciting client feedbacks proactively and ensuring highest customer service by Managing Client Care Management  and Wellness team; 

• Solicit Caregiver feedbacks and ensuring highest CG satisfaction possible and thus higher CG retention;

• Be able to "roll up sleeves" to staff cases, if needed

• Be able to create processes to avoid fire drills.

• Develop an “Well Oiled machine” for Client Care Scheduling to test Customer service standard

• Be responsible for production and review of performance benchmarks and associated accountabilities

• Collaborate with Marketing and Inside Sales at Senior Level

• Cover once every two to 3 weeks as “Management On Call” to manage any escalated issues from On Call CCM’s

• Ensure regulatory standards and compliance.

• Work toward high-quality decisions and overall organizational goals.

• Maintain absolute confidentiality of all information pertaining to employees, clients and client’s families.

• Perform duties as deemed appropriate by the CEO.

  SPECIFIC JOB KNOWLEDGE, SKILLS AND PERSONAL ABILITIES REQUIRED :

• Bachelor’s degree 

• 7 years of experience in positions of increasing responsibility, preferably in high paced customer service areas such as Client Servicing call centers, Hospitals or Private Duty Home Care; work in logistics and/or operations will be considered as well. Senior Project Managers with Customer service experience will be apt for this role as well.

• Must Have "Can Do" attitude and willingness to go extra mile to help clients, caregivers and the Company

• MUST have People, Process and Organization management experiences

• Must be sociable and amicable in approach

• Demonstrate proficiency with Microsoft Office (Word, Excel, PowerPoint and Outlook) applications, scheduling systems and other health care industry related software. 

• Excellent conceptual thinking skills with the ability to analyze complex issues sensitive in nature.  Excel in conflict resolution and implement the solutions.

• Ability to listen and communicate clearly, fluently, diplomatically orally and in writing.

• Ability to remain flexible, resilient, calm and maintain a sense of humor; and present a well-groomed professional image.

• Ability to plan, organize, prioritize, delegate and accurately follow through in work activities with time constraints and interruptions to meet deadlines, as well as, work independently with a minimum amount of direction and/or supervision.

• Ability to generate goodwill for the Agency with clients, their family members and other referral sources. Demonstrate a strong commitment to client service excellence.

• Possess and maintain good physical and mental health, including current TB testing.

• Must be flexible to respond to “evolving client situations” in a 24X7 framework

• Ability to lawfully work in the U.S.

ALL APPLICANTS MUST BE ABLE TO PROVIDE PROOF OF VACCINATION.

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