Client Service Manager

Institute on Aging•San Francisco, CA

18d•$77,000 - $87,000

About The Position

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission. Providing extraordinary customer service to current and prospective home care clients, the Client Service Manager II (CSMII) serves clients, prospects, and their loved ones throughout the Bay Area, with a primary territory in San Francisco; coverage in other territories includes Marin County, East Bay, and South Bay. As a CSM II, this role supports the Corio Home Care team in developing new clients, ensuring smooth operations, and maintaining high customer satisfaction. Home, hospital, and facility visits are the primary location of service delivery.

Requirements

Bachelor’s Degree Required
Minimum of 3 years’ experience in the field of aging services required
Exceptional customer service skills including sales and community relationships
Interface experience with customers
Outstanding oral and written English language skills
Desire to work in a collaborative, interdisciplinary, team-oriented environment
Ability to multi-task and work effectively in a busy, fast-paced, customer service-oriented environment
Highly motivated self-starter and capable of working autonomously with strong problem-solving skills
Proficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipment

Responsibilities

Conducting in-home assessments with prospective clients, evaluation their care needs, addressing their questions and concerns, building relationships with their families, and converting them into IOA Corio clients.
Responsible for onboarding and enrollment process for new clients including completion of new enrollment paperwork and completion of all LTC forms.
Ability to perform accurate and comprehensive intakes, initial assessments, and re-assessments.
Answering and responding to calls from referral sources, prospective clients and/or their family members, existing clients, and employees.
Establish and maintain current, accurate, and confidential files for each home care client, identifying and handling service issues, making courtesy calls, performing assessments, creating care plans, and providing ongoing communications regarding clients’ needs.
Maintain strong customer service-based relationships with clients and staff.
Investigate all HCA related complaints and service issues along with the Staffing Manager to effectively manage any issues or concerns in a professional and timely manner.
Ensure that home care is provided according to all relevant policies, procedures, and regulations with a working knowledge of Department of Social Services, Home Care Services Bureau regulations and elder abuse policies and procedures.
When requested, represent IOA at community resource events.
Participate in interdisciplinary team meetings and request interdisciplinary consultation as needed to best address client needs.
Collaborate on client cases and schedules with the staffing team to find the most reliable and appropriately matched Home Care Aides (HCAs) for IOA’s home care clients based on location, time, skills/needs, special requests, etc.
With HR support, arbitrate employment issues impacting home care aides and clients.
Actively promote IOA services to the outside community, including referral relationships while on client visits.
Collaborate across territories with client service team members to promote in home care services and assist with client schedules.
Providing after-hours support for our clients, referral partners and perspective clients (including evening and weekends)- this support may include e-mail, telephone and /or home visits. Position will participate in an On-Call rotation.
Sales and marketing focus with new clients and referral partners on home care services, generating business for program.
Actively promote IOA services to the outside community, including referral relationships, trusted advisors, clinicians, senior living communities in partnership with the Business Development Team.
Working with our marketing team to ensure that updates are properly communicated with our referral sources and identifying new referral opportunities based on our client relationships.
Providing active client care services for our clients. Active Client Care Services includes regular home visits, response to incidents, strong communication with clients and families, management, and revision of our care plans, identifying situations in which additional care or a different form of care is necessary and support for our clients’ needs.
Providing extra support for new clients’ cases, including home visits within the first two weeks of service to ensure complete client satisfaction.
Conducting caregiver introductions, in-home training, and other services.
Ensuring that our client accounts are up-to-date and communicating with families (and/or financial managers) in the event of overdue balances.
Participate in HCA new hire orientations as needed, in-services, trainings and other company programs or initiatives to enrich the quality of our caregiving staff.
Supporting ongoing client retention through white glove service, prompt resolution of incidents and complaints, client and caregiver appreciation initiatives and building close relations with the clients and their families.
Maintaining a comprehensive knowledge of our requirements as a licensed Home Care Organization, including our obligations to our clients and caregivers.
Maintaining accurate records on all prospective and active clients, employees, and referral sources.