What are the responsibilities and job description for the Client Services Manager position at Senior Helpers of the Kenai Peninsula?
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 Alaska within the franchise territory including converting leads, retention of clients, and managing the growth of hours from current clients.
Benefits:
- 401(k) matching
- Paid Time Off
- Life Insurance
- Pay On Demand
- Bonus structure
- Varied Discount Programs
- Mileage Reimbursement
Job Duties:
New Clients
- 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.
Existing Clients
- 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.
Job Qualifications:
- Bachelor’s degree (Work experience can be used to offset formal education.)
- 3 years’ experience in customer service, client services and management, sales, and account management experience.
- A minimum of 1 yr experience managing clients and employees.
- The ability to visit client's homes in the assigned territory.
- 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, client families and referral sources.
- Ability to learn software programs quickly.
- Proficiency in Microsoft Word, Excel, Internet, and Outlook
Why Work for Senior Helpers of Alaska?
- Great Place to Work® Certified
- Autonomy—We encourage our team members’ independence and believe in our team to complete their job duties without micromanaging.
- Task Variety—We provide an engaging workday that uses your various skill sets to avoid monotony.
- Job Satisfaction Know that the work you do helps our clients live better day to day.
About Senior Helpers of Alaska:
We are an independently owned and operated franchisee of SH Franchising, LLC dba Senior Helpers®. Senior Helpers® has been the nation's premier franchisor of in-home senior care franchisees since 2005, with locations across the country. Our services range from specialized care for those with chronic diseases to companion services for seniors looking for assistance with daily activities. Our mission is to provide compassionate care and improve the quality of life for our clients, their families, and our employees.
Senior Helpers of Alaska was stared in 2020. Our owners, Lance and Taryn have lived on the Kenai Peninsula in Soldotna since 2014. They both grew up in military families, but met and married in Las Vegas, NV. After he retired from the hospital, Lance knew he wanted to do something meaningful and make an impact in the community. His and Taryn's experience taking care of their own parents as their care needs changed through the years gives them such a unique and personal insight into all the hard work and compassion it takes to be responsible for a loved one as they age. One of Lance's dreams has always been to build a family run business and when the opportunity with Senior Helpers crossed his path, he knew this was exactly what he was looking for. He and his wife Taryn are excited to get to work along with their daughter Rachel in this organization. Family is so important to the Spindlers, between them, they have 11 children, 26 grandchildren and 4 great-grandchildren so far. Alaska has been so good to our family and we want to pass that along to our clients and caregivers alike.
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
