Institute on Aging · 6 hours ago
Client Service Manager
San Francisco, CA
Full-time
Onsite
Mid Level
$77K/yr - $87K/yr
3+ years expInstitute on Aging is at the forefront of revolutionary healthcare models, reshaping the way people can age in place. The Client Service Manager II (CSMII) is responsible for providing exceptional customer service to home care clients, conducting assessments, onboarding new clients, and maintaining high customer satisfaction while collaborating with various teams to ensure quality care delivery.
Hospital & Health Care
Responsibilities
Conducting in-home assessments with prospective clients, evaluation their care needs, addressing their questions and concerns, building relationships with their families, and converting them into IOA Corio clients
Responsible for onboarding and enrollment process for new clients including completion of new enrollment paperwork and completion of all LTC forms
Ability to perform accurate and comprehensive intakes, initial assessments, and re-assessments
Answering and responding to calls from referral sources, prospective clients and/or their family members, existing clients, and employees
Establish and maintain current, accurate, and confidential files for each home care client, identifying and handling service issues, making courtesy calls, performing assessments, creating care plans, and providing ongoing communications regarding clients’ needs
Maintain strong customer service-based relationships with clients and staff
Investigate all HCA related complaints and service issues along with the Staffing Manager to effectively manage any issues or concerns in a professional and timely manner
Ensure that home care is provided according to all relevant policies, procedures, and regulations with a working knowledge of Department of Social Services, Home Care Services Bureau regulations and elder abuse policies and procedures
When requested, represent IOA at community resource events
Participate in interdisciplinary team meetings and request interdisciplinary consultation as needed to best address client needs
Collaborate on client cases and schedules with the staffing team to find the most reliable and appropriately matched Home Care Aides (HCAs) for IOA’s home care clients based on location, time, skills/needs, special requests, etc
With HR support, arbitrate employment issues impacting home care aides and clients
Actively promote IOA services to the outside community, including referral relationships while on client visits
Collaborate across territories with client service team members to promote in home care services and assist with client schedules
Providing after-hours support for our clients, referral partners and perspective clients (including evening and weekends)- this support may include e-mail, telephone and /or home visits. Position will participate in an On-Call rotation
Sales and marketing focus with new clients and referral partners on home care services, generating business for program
Actively promote IOA services to the outside community, including referral relationships, trusted advisors, clinicians, senior living communities in partnership with the Business Development Team
Working with our marketing team to ensure that updates are properly communicated with our referral sources and identifying new referral opportunities based on our client relationships
Providing active client care services for our clients. Active Client Care Services includes regular home visits, response to incidents, strong communication with clients and families, management, and revision of our care plans, identifying situations in which additional care or a different form of care is necessary and support for our clients’ needs
Providing extra support for new clients’ cases, including home visits within the first two weeks of service to ensure complete client satisfaction
Conducting caregiver introductions, in-home training, and other services
Ensuring that our client accounts are up-to-date and communicating with families (and/or financial managers) in the event of overdue balances
Participate in HCA new hire orientations as needed, in-services, trainings and other company programs or initiatives to enrich the quality of our caregiving staff
Supporting ongoing client retention through white glove service, prompt resolution of incidents and complaints, client and caregiver appreciation initiatives and building close relations with the clients and their families
Maintaining a comprehensive knowledge of our requirements as a licensed Home Care Organization, including our obligations to our clients and caregivers
Maintaining accurate records on all prospective and active clients, employees, and referral sources
Qualification
Required
Bachelor's Degree Required
Minimum of 3 years' experience in the field of aging services required
Exceptional customer service skills including sales and community relationships
Interface experience with customers
Outstanding oral and written English language skills
Desire to work in a collaborative, interdisciplinary, team-oriented environment
Ability to multi-task and work effectively in a busy, fast-paced, customer service-oriented environment
Highly motivated self-starter and capable of working autonomously with strong problem-solving skills
Proficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipment
Company
Institute on Aging
Institute on Aging (IOA) believes the future should be something to look forward to, at every age.
501-1000 employees
H1B Sponsorship
Institute on Aging has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Preston Burnes
Vice President of Strategic Partnerships
Dan O'Leary
Chief Executive Assistant to the President & CEO
Company data provided by crunchbase