Client Services Manager

Senior Helpers•Greenwood, IN

10d•Hybrid

About The Position

Improve our clients’ lives one conversation at a time. If you are an individual who enjoys helping others decided on the best way to care for their family members by actively listening to their concerns, reviewing care plans, and visiting client’s homes to ensure quality of care, our Client Service Manager position would be the career for you! Our Client Service Manager will manage and develop all client services for Senior Helpers of GREENWOOD AND SURROUNDING AREAS within the franchise territory including converting leads, retention of clients, and managing the growth of hours from current clients.

Requirements

3+ years’ experience in customer service, client services and management, sales, and account management experience
Exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment.
Excellent verbal communication and follow-up skills and the ability to quickly build rapport with prospects, clients, and client families.
Ability to learn software programs quickly.
Proficiency in Microsoft Word, Excel, Internet, and Outlook

Responsibilities

Create and implement an onboarding process for new clients requesting services.
Respond to all service inquiry calls and conduct follow-up communications with leads to meet client conversion targets.
Be the main contact for introductions, first days of service calls, and visits for new clients and their families within the clients’ first 30-90 days of services.
Determine the service offerings needed to enhance seniors’ quality of life.
Complete assessments and re-assessments using LIFE Profile.
Spend approximately two to three days in the field reassessing clients and managing client visits in the hospital, rehabs, facilities, etc.
Complete quality assurance checks on a recurring basis to assess the quality of services and client/family satisfaction.
Monitor online reviews from existing clients and their families to identify service improvement opportunities and implement changes to improve services provided.
Adapt and communicate the client care plans as needed.
Communicate with Scheduler and Care Team Manager to adjust caregiver client assignments as needed.
Update the client retention dashboard on a weekly basis and create a plan for replacing lost hours and proactive care management on a weekly basis.
Generate internal growth each month consistent with company goals.
Proactively prevent and resolve problems and issues reported.