The Client Service Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff to more quickly resolve challenges and address concerns. The CSM oversees all non-clinical aspects of the provision of care that includes the utilization of authorized hours, the vetting of potential candidates, and the management of communication between clients, field staff, and office personnel. The core focus of the position is to ensure client satisfaction and increase client retention. This position reports directly to the Client Services Supervisor, Director of Operations, or the Administrator.
Duties and ResponsibilitiesEstablish effective communication & utilize critical thinking and problem-solving skills to serve as the primary point of contact for all non-clinical issues or questions between clients, field staff and office personnel.Accompany the Clinical Case Manager on all 60-day recertification visits at the client’s home.Build strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.Set proper and realistic expectations with clients regarding MGA’s service capabilities.Create weekly/monthly staffing schedules that accurately reflect clients’ preferences and communicate with all parties involved.Appropriately log all non-clinical client & field staff complaints in accordance with MGA policy.Document all client communication and activities related to the staffing of open shifts.Collaborate with recruiting team to address long and short-term staffing needs by communicating client-specific requests.Coordinate the caregiver with the client interview process to ensure appropriate field staff placement.Verify that authorization for services is in place prior to staffing and that an accurate utilization of hours based on the client’s preferences occurs on a weekly basis.Demonstrate working knowledge of payer source requirements, including an understanding of Medicaid, MGA specific software systems, internal processes, policies, and procedures.Communicate and escalates all client and field staff issues to management in accordance with MGA Policy.Participate in the on-call rotation for after-hours service issues.Monitor missing/late field eCharts, overtime, missed coverage, and gross profit margins and takes steps to improve results.
