What are the responsibilities and job description for the Client Services Manager position at Senior Helpers - Fort Collins?
This job description outlines the objective, primary responsibilities and/or requirements, and qualifications of the Client Services Manager.
Objective: The Client Services Manager will work with the Director of Operations to manage and develop all client services for Senior Helpers within the franchise territories.
Reports to: Director of Operations
Primary Responsibilities (including, but not limited to):
- Takes service inquiry calls and follows up with leads in their region to meet revenue goals
- Performs client assessments and follows through on all DRIP campaign activity
- Coordinates client events with other Client Services Managers
- Seeks opportunities to retain and increase client hours based upon changing needs in the home using Senior Helpers unique LIFE Profile tool
- Visits clients as directed by the DO
- Has a regular communication process for new clients that includes caregiver introductions, first day of service calls, and a visit within the first 30 days of service
- Ensures that clients and their families are satisfied with the Senior Helpers services, works to find solutions with the appropriate employees and/or family members
- Visits all clients on a rolling 90-day to assess the quality of services as well as the client and family satisfaction, modifications to care plans and happiness level. Spends large amount of week in the field re-assessing clients and managing client visits in the hospital, rehabs, facilities, etc.
- Adapts the client care plans as needed
- Responsible for sending out client birthday cards, grief baskets and other activities, as needed
- Evaluate all caregiver hiring and termination decisions, including joint decision making in the process
- Other duties as assigned
Qualifications
- Must be able to work with others in a professional and ethical manner
- Must be willing to be on call after hours
- Professional experience in the field of customer service
- Knowledge of general healthcare staffing requirements
- Team player, excellent verbal and communication skills, adaptable in different situations, possesses excellent client interaction skills, able to multi-task and work independently
- Must have experience using telephones with multiple lines, multi-task on several calls and maintain professionalism and patience within a fast-paced environment
- Excellent problem-solving abilities are a requirement; schedule conflicts are bound to arise that will require creative solutions
