Client Service Manager

Centria Healthcare•Farmington Hills, MI

5d•$55,000 - $58,000•Onsite

About The Position

The Client Service Manager (CSM) manages delivery of in-home care for a group of catastrophically ill or injured clients across Michigan. The role oversees a large team of healthcare professionals, including nurses and aides, and coordinates care logistics, pay-rate negotiations, human resources functions, and collaboration with staff and clients through high-pressure situations. The position also supports client satisfaction, staff development, regulatory compliance, referral relationships, and business growth. Centria Healthcare provides private-duty nursing services to pediatric and post-MVA populations, with care delivered in clients’ homes. The organization describes a commitment to exceptional service and work-life balance. The stated 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 ability to build positive relationships with clients.
Collaborative personality and ability to build strong personal relationships.
Strong organization, attention to detail, and dedication to resolving issues.
Ability to remain calm, effective, and professional in high-stress situations.
Ability 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.
Ability to perform the essential job functions with or without reasonable accommodations.

Responsibilities

Attend and participate in meetings, conference calls, and case openings as required.
Communicate regularly with clients about care quality and general satisfaction; review patient satisfaction surveys and promptly resolve complaints and issues.
Communicate with case managers and care-team members 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 support future growth.
Source qualified candidates, conduct interviews and orientations, and work with office support staff to ensure field staff are properly screened.
Conduct scheduled or as-needed staff performance reviews, and perform and document disciplinary measures when needed.
Communicate regularly with the Operations Director about staffing, assignments, clients, staffing needs, case openings, and discharges.
Coordinate staff scheduling and update data fields used to track client next steps.
Take on-call responsibilities approximately once every two months.
Assist with 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 survey methods.
Help manage office staff to maximize efficiency.
Maintain working knowledge of different programs and certifications and ensure compliance with applicable regulations.
Build relationships with current referral sources, pursue relationships with new referral partners, and support company growth and business opportunities.