Client Services Supervisor (Bilingual Spanish)

Benefits

• Health Insurance 
• Paid Time off
• Dental Insurance 
• Vision Insurance 
• 401(k) matching
• Referral program
• Paid Training

POSITION SUMMARY:       

The Client Services Supervisor oversees the customer care functions within the department, ensuring exceptional service delivery and high levels of patient retention. The role focuses on managing the on-call system, conducting and following up on wellness calls, monitoring the frequency and outcomes of random satisfaction surveys, and tracking and addressing complaints. This individual works directly with difficult-to-serve patients to resolve issues effectively while maintaining a positive customer experience

JOB DESCRIPTION:

1. Service Delivery and Retention: Manage and oversee the on-call system, wellness calls, and satisfactory surveys to ensure continuous service availability.
2. Patient Relations: Foster strong relationships with patients and their families to promote satisfaction and retention.
3. Quality Assurance and Monitoring: Develop and implement quality assurance measures to enhance the patient’s experience.
4. Professional Relations: Establish and maintain professional relations with Coordinators, Patients, and Home Health Aides.
5. Teamwork: Promote a collaborative and teamwork environment within the department.
6. Punctuality: Maintain punctuality and readiness for work at the assigned start time.
7. Problem Solving: Demonstrate the ability to define problems and tasks, collect data, establish facts, and facilitate resolution.
8. Computer Skills: Utilize various computer functions to facilitate department communication and support overall office operations.
9. Mission and Values: Implement awareness of the company's mission, vision, values, and goals within the team.
10. Adaptability: Perform related duties as required and assigned by the Regional Manager, Director, and Assistant Director.

RESPONSIBILITIES:

1. Manage and oversee the on-call system to ensure continuous service availability.
2. Conduct wellness calls and ensure timely follow-up actions.
3. Monitor the frequency and outcomes of satisfaction surveys, implementing improvements where needed.
4. Track, investigate, and address patient complaints, ensuring timely and effective resolution.
5. Serve as the primary point of contact for difficult-to-serve patients, addressing their concerns and ensuring their needs are met effectively.
6. Monitor departmental performance metrics and identify areas for improvement.
7. Oversee staff's adherence to contractual and government regulatory guidelines.
8. Provide feedback to teams and management regarding opportunities for service enhancement.
9. Establish and maintain professional relationships with all departments to ensure seamless coordination.
10. Evaluate the performance of Coordinators and Supervisors, ensuring adherence to company policies and procedures.
11. Research, analyze, and resolve patient-related problems and questions.
12. Generate reports as needed to ensure compliance within the coordination department.
13. Report major incidents to the Director of Client Services and Director of HR.

WORK ENVIRONMENT: Works in an office environment with regular exposure to staff and patient elements and occasional stress.

COGNITIVE REQUIREMENTS: Must work cooperatively with others and perform a wide variety of complex and complete tasks involving office equipment and machinery.

QUALIFICATIONS:

• Bachelor's degree in healthcare management or a related field (master’s degree preferred); Or at least two (2) years of customer service experience in a home care agency.
• Strong knowledge of home care regulations, caregiver certifications, and compliance.
• Exceptional leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using healthcare management software and technology.