Client Service Manager

Centria Healthcare • Farmington Hills, MI

2d • Onsite

About The Position

The Client Service Manager (CSM) manages the delivery of in-home care to a group of catastrophically ill or injured clients across Michigan and oversees a large team of healthcare professionals, including nurses and aides. The role coordinates care logistics, negotiates pay rates, performs human resources functions, and works collaboratively with staff and clients through high-pressure situations.

The CSM supports client satisfaction and quality of care, recruits and develops staff, coordinates scheduling, and works with office support staff and the Operations Director. The role also contributes to operational improvements, quality initiatives, referral relationships, business growth, and compliance.

Centria Healthcare provides private duty nursing services to pediatric and post-MVA populations, with care delivered in clients’ homes. The position’s listed salary is $55,000 to $58,000, with potential quarterly raises based on KPIs.

Requirements

• Bachelor’s degree or equivalent experience.
• Experience in a high-pressure, customer-facing role.
• Proven track record of building positive relationships with clients.
• Collaborative personality and ability to build strong personal relationships.
• Highly organized, attentive to detail, and dedicated to resolving issues.
• Able to remain calm, effective, and professional under pressure and in high-stress situations.
• Able to plan, execute, and manage high volumes of work.
• Critical-thinking skills for time-sensitive issues.
• Ability to communicate effectively and professionally with internal and external clients.
• Strong analysis, judgment, negotiation, and problem-solving skills.
• Flexible attitude toward accepting unique and non-standard solutions.
• Ability to train and/or mentor others.

Responsibilities

• Attend and participate in meetings, conference calls, and case openings as required.
• Communicate regularly with clients about quality of care and general satisfaction, review patient satisfaction surveys, and resolve complaints and issues quickly.
• Communicate with case managers and members of the care team to ensure client goals are being met.
• Record issues, complaints, and other pertinent client communications in client charts.
• Develop and manage Centria staff to meet current client needs and future growth.
• Source qualified candidates, conduct interviews and orientations, and work with office support staff to ensure appropriate screening of field staff.
• Conduct staff performance reviews as scheduled or as needed, and perform and document disciplinary measures when needed.
• Communicate regularly with the Operations Director about staffing, clients, case openings, and discharges.
• Coordinate staff scheduling and update data fields to track client next steps.
• Take on-call responsibilities approximately once every two months.
• Assist in developing corporate structure and creating policies and procedures.
• Participate in team meetings and develop projects to improve client service, client satisfaction, employee performance, retention, and satisfaction.
• Research and complete network contracts.
• Develop quality initiatives to improve referral-source satisfaction, measured through referral volume and surveys.
• Help manage office staff for maximum efficiency.
• Maintain working knowledge of different programs and certifications and ensure compliance with applicable regulations.
• Build relationships with current referral sources and pursue relationships with new referral partners.
• Promote Centria Healthcare’s growth and assist in pursuing business opportunities.

Benefits

• Potential quarterly raise based on KPI.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager