Healthcare Client Service Manager

Centria Healthcare•Farmington Hills, MI

4h•Onsite

About The Position

Centria Healthcare, founded in 2009, provides Private Duty Nursing services for pediatric and post-MVA populations, focusing on exceptional in-home care. The company values a healthy work-life balance for its employees and is experiencing significant growth. The Client Service Manager (CSM) is responsible for overseeing the delivery of in-home care to catastrophically ill or injured clients throughout Michigan. This role involves managing a large team of healthcare professionals, coordinating care logistics, negotiating pay rates, performing human resources functions, and collaborating with teams and clients in high-pressure situations.

Requirements

Bachelor’s degrees or equivalent experience.
Experience in a high pressure, customer facing role.
Proven track record in building positive relationship with clients.
Collaborative personality and able to build strong personal relationship.
Highly organized with attention to detail and a dedication to resolving issues.
Calm and effective under pressure. Able to remain professional in high stress situations.
Able to plan, execute and manage high volumes of work.
Critical thinking skills related to time sensitive issues.
Ability to effectively and professionally communicate with internal and external clients.
Requires strong analysis, judgment, negotiation, and problem-solving skills.
Flexible attitude in accepting unique and non-standard solutions.
Able to train and/or mentor others.

Responsibilities

Attends and participates in meetings, conference calls, and Case Opens as required.
Regular communication with clients regarding quality of care and general satisfaction.
Review patient satisfaction surveys.
Quick resolution of any complaints and issues.
Communicating with case manager and members of care team to ensure goals are being met.
Record issues, complaints, and all other pertinent communications with clients in client chart.
Develop and manage Centria staff to accommodate current client needs and future growth.
Source qualified candidates, conduct interviews and orientations.
Work with office support staff to ensure proper screening is done on field staff.
Conduct performance reviews with staff as scheduled or on an “as needed” basis.
Communicate regularly with Operations Director to keep apprised of new staff, new staff assignments, new clients, upcoming staffing needs, case opens, and discharged clients.
Performing and documenting any needed disciplinary measures.
Coordinate staff scheduling.
Updating data fields for proper tracking of next steps for clients.
Taking "On-Call" responsibilities (approximately once every 2 months).
Assist in developing corporate structure and in the creation of policies and procedures.
Participate in team meetings.
Develop and take on projects to improve client service and satisfaction.
Develop and take on projects to improve employee performance, retention, and satisfaction.
Researching and filling out network contracts.
Develop quality initiatives that will improve referral source satisfaction as measured through number of referrals and subjective survey methods.
General help to manage office staff for maximum efficiency.
Maintain working knowledge of different programs and certifications.
Ensure compliance with above regulations.
Build relationships with current referral sources, and pursing relationships with new referral partners.
Promote the growth of Centria Healthcare and assisting in pursuit of business opportunities.