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Senior Helpers · 1 month ago

Client Services Manager

Auburn, WA

Full-time

Onsite

Mid Level

$26/hr - $26/hr

Senior Helpers is a company dedicated to providing quality care services, and they are seeking a Client Services Manager to oversee client services and caregiver management within the franchise territory. The role involves ensuring client satisfaction, managing caregiver training programs, and coordinating client activities while meeting business goals for retention and growth.

Health Care

Responsibilities

Has a regular communication process for new clients that includes caregiver introductions, first day of service calls, and a visit within the first 30 days of service or manages the Client Services Manager to do the same

Ensures that clients and their families are satisfied with the Senior Helpers services, works to find solutions with the appropriate employees and/or family members

Visits all clients on a bi-monthly basis to assess the quality of services as well as the client and family satisfaction and happiness level. Spends approximately 2-3 days out of the office re-assessing clients and managing client visits in the hospital, rehabs, facilities, etc

Adapts the client care plans as needed

Coordinates client activities such as field trips, and in-home activities; also manages the lending library or directs client services coordinator to do same

Communicates with scheduler if caregivers need to be changed

Overall management of the caregivers, including development and implementation of caregiver training programs in collaboration with the Operations Director and implementation and dissemination of the Occurrence Policy

Conduct bi-monthly site checks of each caregiver to ensure care plans are being implemented correctly, policies and procedures are adhered to, and all job duties are performed in a manner that is satisfactory and meets the Senior Helpers brand expectations

Creates morale building recognition programs for the caregivers such as Caregiver of the Month, acknowledgments of high-level performances, and training completions

Reviews the daily logs and time sheets bi-weekly to ensure that each caregiver is following the care plan and that lost hours are identified

Communicates all new hires, terminations, and inactive employees to scheduler for input into home care software

Manages all caregiver call outs, late arrivals, early departures, and refusals of assignments; takes appropriate action based on the Occurrence Policy

Works with the Scheduling Manager to hire for the void; runs ads accordingly

Takes service inquiry calls and follows up with leads to meet revenue goals

Represents Senior Helpers at networking events and contributes to the marketing face of the company

Seeks opportunities to up sell and promote added hours through sale of gift certificates and other offerings

Other duties as assigned

Qualification

Client services managementCaregiver recruitmentOrganizational skillsMicrosoft Office proficiencyVerbal communicationProblem-solving abilitiesCultural rapport buildingProactive leadershipTeam collaborationAttention to detail