Client Service Manager

Centria Healthcare was founded in 2009 as a provider of Private Duty Nursing services for the pediatric and post MVA population. We believe in providing exceptional care for our patients where they are most comfortable- in their own homes. Centria Healthcare hires caring, professional and dedicated nurses and home health aides. A healthy work life balance is considered in the structure of our organization. We want our clients and staff healthy and happy. We love what we do and have a high expectation of service. We are growing tremendously and are looking forward to adding great individuals to our team. We understand that our employees are our greatest asset.

 Position Overview:

The Client Service Manager (CSM), you will be responsible for managing the delivery of in-home care to a group of catastrophically ill or injured clients across the state of Michigan. Client Service Managers manage a large team of healthcare professionals (such as Nurses, Aids, etc.). The CSMs coordinate the logistics of care, negotiate pay rates, perform human resources functions, and work collaboratively with their team and clients through high-pressure situations. 

 Responsibilities:

The ideal candidate must be able to perform the following essential job functions with or without reasonable accommodations:

• 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.
• Attends and participates in meetings, conference calls, and Case Opens as required.
• 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.

Required Qualifications, Skills, and Knowledge:

• 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

Working Conditions:

Centria’s office hours are Monday through Friday from 8:30am-6:00pm. Additional time may be required to complete above work or meet company objectives.

Physical Requirements:

While performing the duties of this job, physical requirements such as bending, reaching and lifting of up to 50 pounds may be required. This role will require sitting a majority of the day as well as walking as standing when needed. This role will require close visual activity on multiple computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.  Centria reserves the right to amend this job description at any time, with or without written notice.