Job Description
Job Description
Care Advantage Inc., the largest privately-owned home care company in the Mid-Atlantic, is seeking to hire a dynamic, Client Services Manager to join our growing team. This position is a full-time on-site position, as part our Richmond, VA HQ. A Client Service Manager earns a competitive salary along with a highly attractive and achievable incentive plan.
Our full-time employees also qualify for generous benefits including 3 healthcare benefits options, 17 days of paid vacation, and 10 paid company holidays. If you are an experienced and successful manager looking to join an exceptional company with a mission to help those in need, apply today!
About us
Care Advantage Inc. is a home care company that specializes in one-on-one quality personal care and companionship in the home, hospital, nursing home or rehabilitation center. We tailor-make care plans that work for our clients whether transitioning from the hospital to home or companionship for a few hours a day.
A DAY IN THE LIFE OF A CLIENT SERVICES MANAGER:
The Client Services Manager is responsible for ensuring consistent excellent customer service and industry leading care to our family of brand companies. This role is responsible for leading, guiding and directing a talented team of Client Service Advisors to provide exemplary customer service. The position reports to the Vice President of Sales.
Essential Job Responsibilities:
Management/Leadership
- Lead the client services team on a day-to-day basis
- Help facilitate lead management opportunities and oversight from a variety of resources
- Proactively interface with clients and identify ways to create optimal experience and outcomes for clients
- Develop positive community relations and referral sources alongside the external sales team
- Assist in navigating the team through any potential challenges; develop proactive solutions
- Collaborate with operational, clinical, on call/after-hours staff and weekend teams to provide a seamless onboarding experience for new clients
- Lead weekly interdepartmental meetings
- Lead ongoing trainings and develop opportunities for Client Services Advisors
- Conduct 1:1 sessions weekly with Client Services Advisors
- Help develop in-house quality procedures, improvements, and standards to meet department and company goals; always be seeking process improvements
- Manage monthly team schedule, PTO, recruitment, and ongoing development of team.
Quality Assurance is a large part of this role, ensuring that proper protocols are followed, hand-offs are efficient and seamless, of new clients to ops teams, and QA individual call review to provide coaching opportunities and ensure consistent messaging across the team.
The role is an exciting, dynamic one. It includes providing support to department heads, handling customer intake calls, constantly seeking new ways to ensure stronger customer service and that our early consumer experience is an exceptional one. The position is high level in terms of reporting and accountability for team performance, yet down to earth enough to have daily customer interactions of your own, requiring strong collaboration at all levels and a hands-on approach.
QUALIFICATIONS
- Minimum of one year experience preferably in the health care industry; or two years administrative experience as a substitute.
- Related college degree preferred
- Excellent client/customer service skills
- Supervisory and management experience
- Outstanding analytical, problem-solving, organization, prioritization, and multitasking skills
- Previous computer expertise, ability to troubleshoot, knowledge of computer programs, and proficiency with MS Office products
This position may require after-hours contribution, on occasion.
Are you looking for a diverse role, as part of a talented team? Can you champion change, in a fast-paced environment? Are you flexible, progressive, metrics-driven, and looking for an exciting position as part of a rapidly growing organization? Do you aspire to be part of a culture that promotes work/life balance, while rewarding you well for your effort and leadership? If so, then we'd love to hear from you!
Location : 23173, 23219, 23220, 23221, 23222, 23223, 23224, 23225, 23226, 23227, 23228, 23229, 23230, 23231, 23233, 23234, 23235, 23236, 23237, 23238, 23294
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