Client Services Manager

Objective: The Care Team/Client Services Manager will have the overall responsibility of managing and developing all client services as well as caregivers for Senior Helpers within the franchise territory. This includes meeting goals for retention of clients and managing the growth of hours from current clients as well as caregiver recruitment, and hiring recognition programs. ***Company car provided. 

Responsibilities (including, but not limited to):

• 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 or manages the Client Services Manager to do the same

• 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 bi-monthly basis to assess the quality of services as well as the client and family satisfaction and happiness level. Spends approximately 2-3 days out of the office re-assessing clients and managing client visits in the hospital, rehabs, facilities, etc.

• Adapts the client care plans as needed

• Coordinates client activities such as field trips, and in-home activities; also manages the lending library or directs client services coordinator to do same

• Communicates with scheduler if caregivers need to be changed

• Overall management of the caregivers, including development and implementation of caregiver training programs in collaboration with the Operations Director and implementation and dissemination of the Occurrence Policy

• Conduct bi-monthly site checks of each caregiver to ensure care plans are being implemented correctly, policies and procedures are adhered to, and all job duties are performed in a manner that is satisfactory and meets the Senior Helpers brand expectations

• Creates morale building recognition programs for the caregivers such as Caregiver of the Month, acknowledgments of high-level performances, and training completions

• Reviews the daily logs and time sheets bi-weekly to ensure that each caregiver is following the care plan and that lost hours are identified

• Communicates all new hires, terminations, and inactive employees to scheduler for input into home care software

• Manages all caregiver call outs, late arrivals, early departures, and refusals of assignments; takes appropriate action based on the Occurrence Policy

• Works with the Scheduling Manager to hire for the void; runs ads accordingly

• Takes service inquiry calls and follows up with leads to meet revenue goals

• Represents Senior Helpers at networking events and contributes to the marketing face of the company

• Seeks opportunities to up sell and promote added hours through sale of gift certificates and other offerings

• Other duties as assigned

Qualifications

• Previous industry experience preferred 

• Must have exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment

• Must have excellent verbal communication skills and follow-up skills with prospects, clients, and client families

• Ability to quickly build rapport with people of all cultures

• Creative, innovative, and problem-solving abilities necessary

• Proactive problem prevention and issue resolution leadership ability

• Ability to visit client homes in the assigned territory

• Proficiency in Microsoft Word, Excel, internet, and Outlook required

• Ability to learn other software programs quickly

• Ability to work independently and as part of a team