Client Service Associate

Job description

OVERVIEW:

Establish Care Options for Kids as the provider of choice for clients, caregivers, and referral sources in your local market by providing excellent customer service, coordinating client services, and forging strong client and caregiver relationships.

QUALIFICATIONS:

• Embody the Care Options For Kids promise of bringing love, light and laughter into the homes and communities we serve.
• At least one year of customer service experience. Healthcare experience strongly preferred.
• Four-year college degree strongly preferred.
• Intermediate competency with computers and other technology that are utilized to conduct job functions.
• Must possess strong interpersonal and leadership skills.
• Must be able to solve complex problems and function effectively in a stressful work environment.
• Ability to read, write and communicate in English.

PRIMARY RESPONSIBILITIES:

• Assist Client Service Associates with marketing plan put in place by Director of Operations and help them reach their individual goals.
• Maintain high level of communication with office staff to stay aware of new and potential referral sources.
• Grow the assigned area in client census, service hours, revenue, and geographical territory.
• Assist Client Service Associates with recruiting plan put in place by Business Operations Director.
• Attend recruiting call/meeting associated with your Client Service Associates territory.
• Ensure Client Service processes all invoices and time sheets timely and correctly.
• Ensure any authorizations for service are current and adhered to.
• Maintain a high level of client satisfaction by making goodwill calls, ensuring adequate number of caregivers, etc.
• Maintain a high level of caregiver satisfaction by making goodwill calls, appropriately matching caregivers within their preferences, etc.
• Assist Business Operations Director in monitoring performance metrics, such as margins, overtime, etc.
• Participate in budgeting or annual planning activities as requested.
• Submit all requested reports, action plans, etc. timely to management as requested.
• Assist with administrative duties such as answering phones, filing, ordering supplies, etc. as needed.
• Investigate and resolve all client and caregiver complaints timely.
• Hire, develop and supervise high potential office employees.
• Conduct annual performance evaluations for all office staff.
• Develop successor planning.
• Monitor, manage and approve all office staff payroll and time off.
• Assist team members in filling callouts and last-minute service requests.
• Treat and communicate with clients, families, co-workers, referral sources and caregivers with courtesy, respect, and consideration. Document all pertinent interactions electronically.
• Review on-call report daily and follow-up as needed.
• Monitor unfilled hours, overtime, and gross margin to ensure adherence to company-wide standards.
• Ensure care coordinators are managing EVV Queue daily.
• Run payroll reports 2-3 times a week to ensure payroll is processed in a timely manner.
• Ensure all applicable verifications, evaluations, competences, and checks are completed timely.
• Assist with the implementation and execution of the emergency management plan to ensure client and caregiver safety during an emergency. Support the office before, during and after the emergency as needed/instructed.
• Perform related duties, or as required or requested by Supervisor.

OTHER RESPONSIBILITIES FOR ALL STAFF:

• Embody the Care Options For Kids promise of bringing love, light and laughter into the homes and communities we serve.
• Treat and communicate with clients, families, co-workers, referral sources and caregivers with courtesy, respect, and consideration.
• Maintain confidentiality of all client, caregiver, and business information.
• Comply with all applicable laws, regulations, policies, procedures, and guidelines.
• Conserve resources by using equipment and supplies as necessary to perform job duties.
• Report to work as assigned or scheduled timely. Follow procedures for notification of absence or time-off requests.
• Maintain professional/technical competency and proficiency of job responsibilities by attending and participating in meetings, conferences and education programs as requested.
• Perform all job responsibilities with a friendly, positive, and team-oriented attitude.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Work Location: In person

Salary : $50,000