Client Care Manager

Veterans Care Coordination•Lake Saint Louis, MO

1d•Hybrid

About The Position

Are you a customer-focused leader with healthcare experience who enjoys leading a team in helping others and ensuring a great customer experience? Do you have a leadership background in healthcare care coordination, Veterans services, social work, care/case management, customer service, or patient advocacy? Do you enjoy working with families, care partners and customers towards common goals? Join our team as a Client Care Manager and make a positive impact in the lives of veterans and their families by leading a team of dedicated Client Care Specialists.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent sales and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Google Workspace, Salesforce or related software.
High school diploma or equivalent. Applicable college degree preferred.
At least two years related experience required.
At least one year of Management experience.

Responsibilities

Recruits, interviews, hires, and trains new staff
Oversees the daily workflow of the Client Care Department
Schedules and leads department meetings
Participates in leadership meetings and training as scheduled
Provides constructive and timely performance evaluations for Client Care Specialists
Handles discipline and termination of employees in accordance with company policy
Ensures the department maintains departmental goals and key performance metrics
Ensures department adheres to company policy and regulatory guidelines
Ensures the department meets or exceeds key performance metrics individually and as a team
Managing incoming and outbound calls
Manages escalated team member, client, and provider issues.
Maintains assigned Business provider accounts
Maintains accurate reporting and documentation in Salesforce
Must be able/willing to work a hybrid schedule of at least 40% of time in office with a flexible schedule to accommodate more in-office time as required based on business needs.
Performs other related duties as assigned