Client Service Manager - Therapy

MGA Homecare • Colorado Springs, CO

7d

About The Position

The Client Service Manager - Therapy coordinates non-clinical aspects of therapy services, serving as the primary point of contact for clients, families, field staff, and office personnel. The role collects and documents referrals, coordinates admissions and consent paperwork, addresses barriers to starting services, and helps families understand service feasibility and financial responsibility. It also supports appropriate staff placement, coordinates with external providers, and collaborates with recruiting and management to address staffing and service issues. The position participates in an after-hours on-call rotation.

Requirements

• Bachelor’s degree required.
• At least 2 years of experience in a customer service role.
• Strong communication skills.

Responsibilities

• Demonstrate working knowledge of therapy services and related deficits, diagnoses, and terminology.
• Collect and document therapy service referral information, communicate referral needs during staffing meetings, and follow up to resolve barriers to initiating services.
• Troubleshoot authorization and client family needs to determine the feasibility and financial responsibility of therapy services.
• Coordinate admission with the client caregiver before therapy evaluation and complete required consent paperwork accurately and promptly.
• Collaborate appropriately regarding family dynamic concerns raised by clinicians or clients, with the goal of maintaining a positive work environment for staff and clients.
• Coordinate services with external providers and support families seeking services beyond those provided by MGA Homecare.
• Serve as the primary point of contact for non-clinical issues or questions between clients, field staff, and office personnel, using communication, critical thinking, and problem-solving skills.
• Build relationships with clients and families by understanding staffing needs and clinician preferences and expectations to support appropriate staff placement.
• Set realistic expectations with clients regarding MGA’s service capabilities.
• Log non-clinical client and field staff complaints in accordance with MGA policy.
• Collaborate with the recruiting team to address short- and long-term staffing needs by communicating client-specific requests.
• Maintain working knowledge of payer requirements, including Medicaid, MGA software systems, internal processes, policies, and procedures.
• Communicate and escalate client and field staff issues to management in accordance with MGA policy.
• Participate in the after-hours on-call rotation for service issues.

What This Job Offers

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