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AmeriBest Home Care · 1 month ago

Client Services Manager

Pittsburgh, PA

Full-time

Onsite

Entry, Mid Level

2+ years exp

AmeriBest Home Care is dedicated to providing high quality home care services to valued members of our community. The Client Services Manager is responsible for driving growth, retention, and delivering exceptional customer service while ensuring compliance and quality standards are met.

Health CareHospital

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

Qualification

Home Care experienceCustomer service experienceRecruiting experienceMicrosoft Office proficiencyCommunication skillsOrganizational skillsPlanning/OrganizingEmpathetic attitudeMulti-taskingProblem-solving abilitiesTeam collaborationAdaptability

Required

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

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

Able to manage competing demands for time and resources and independently prioritizes work responsibilities

Able to function effectively as a member of a team

Associate's Degree

Customer Service: 2 years

Experience with Pennsylvania Medical Assistance Program (Medicaid), home care waiver experience is a plus

Preferred

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