Client Service Manager

MGA Homecare•Denver, CO

7d•$58,000 - $60,000•Onsite

About The Position

The Client Service Manager serves as the primary point of contact for all non-clinical issues or questions between clients, field staff, and office personnel. This role involves establishing effective communication, utilizing critical thinking and problem-solving skills, and building strong relationships with clients and their families. The manager will ensure appropriate staff placement by being knowledgeable about individual staffing needs and clinician preferences, and will set realistic expectations regarding MGA’s service capabilities. Responsibilities include creating weekly/monthly staffing schedules, logging client and field staff complaints, documenting client communication, collaborating with the recruiting team, coordinating caregiver interviews, verifying service authorizations, and understanding payer source requirements. The role also involves escalating issues to management, participating in an on-call rotation, and monitoring key performance indicators such as eCharts, overtime, coverage, and profit margins to drive improvements.

Requirements

2+ years’ experience in a customer service role
Reliable means of transportation and flexibility to travel
Current state driver’s license and automobile insurance
Enthusiastic, reliable, and independent self-starter with strong organizational, decision-making, problem-solving and creative thinking skills
Ability to multi-task and shift priorities as needed and work as an individual contributor as well as part of a team
Honest, high level of work ethic and integrity, an assertive and strong desire to succeed

Nice To Haves

Bachelor’s Degree Preferred

Responsibilities

Establish effective communication and utilize critical thinking and problem-solving skills to serve as the primary point of contact for all non-clinical issues or questions between clients, field staff and office personnel.
Build strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
Set proper and realistic expectations with clients regarding MGA’s service capabilities.
Create weekly/monthly staffing schedules that accurately reflect clients’ preferences and communicate with all parties involved.
Appropriately log all non-clinical client & field staff complaints in accordance with MGA policy.
Document all client communication and activities related to the staffing of open shifts.
Collaborate with the recruiting team to address long and short-term staffing needs by communicating client-specific requests.
Coordinate the caregiver with the client interview process to ensure appropriate field staff placement.
Verify that authorization for services is in place prior to staffing and that an accurate utilization of hours based on the client’s preferences occurs on a weekly basis.
Demonstrate working knowledge of payer source requirements, including an understanding of Medicaid, MGA-specific software systems, internal processes, policies, and procedures.
Communicate and escalate all client and field staff issues to management in accordance with MGA Policy.
Participate in the on-call rotation for after-hours service issues.
Monitor missing/late field eCharts, overtime, missed coverage, and gross profit margins and takes steps to improve results.