Client Service Manager II - Institute on Aging : Job Details

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the status-quo and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.

Providing extraordinary customer service to current and prospective home care clients, the Client Service Manager II serves clients, prospects, and their loved ones throughout the Bay Area, with a primary territory in San Francisco; coverage in other territories includes Marin County, East Bay, and South Bay. As a CSM II, this role supports the Corio Home Care team in developing new clients, ensuring smooth operations, and maintaining high customer satisfaction. Home, hospital, and facility visits are the primary location of service delivery.

Your broader impact will be made by identifying & leading process improvements to increase efficiency and reliability of our program in collaboration with program leadership.

On an individual client level, you will play a key part in the long-term retention of our cases, assist colleagues in operations, staffing, and care, and contribute to business development for both new and existing accounts in partnership with the Sales Liaisons.

This position focuses on quality assurance, service delivery, and the coordination of client services, with a significant emphasis on promoting our home care services to new clients and referral partners.

The ideal candidate is innovative, reliable, and highly motivated, with a strong background in customer service and a commitment to providing exceptional care to the community.

Essential Job Functions:

* Conducting in-home assessments with prospective clients, evaluation their care needs, addressing their questions and concerns, building relationships with their families, and converting them into IOA Corio clients.

* Responsible for onboarding and enrollment process for new clients including completion of new enrollment paperwork and completion of all LTC forms.

* Ability to perform accurate and comprehensive intakes, initial assessments, and re-assessments.

* Answering and responding to calls from referral sources, prospective clients and/or their family members, existing clients, and employees.

* Establish and maintain current, accurate, and confidential files for each home care client, identifying and handling service issues, making courtesy calls, performing assessments, creating care plans, and providing ongoing communications regarding clients' needs.

* Maintain strong customer service-based relationships with clients, their loved ones, and staff.

* Investigate all HCA related complaints and service issues along with the Staffing Manager to effectively manage any issues or concerns in a professional and timely manner.

* Ensure home care is provided according to all relevant policies, procedures, and regulations with a working knowledge of Department of Social Services, Home Care Services Bureau regulations and elder abuse policies and procedures.

* When requested, represent IOA at community resource events.

* Participate in interdisciplinary team meetings and request interdisciplinary consultation as needed to best address client needs.

* Collaborate on client cases and schedules with the staffing team to find the most reliable and appropriately matched Home Care Aides (HCAs) for IOA's home care clients based on location, time, skills/needs, special requests, etc.

* With HR support, arbitrate employment issues impacting home care aides and clients.

* Actively promote IOA services to the outside community, including referral relationships while on client visits.

* Collaborate across territories with client service team members to promote in home care services and assist with client schedules.

* Providing after-hours support for our clients, referral partners and perspective clients (including evening and weekends)- this support may include e-mail, telephone and /or home visits. Position will participate in an On-Call rotation.

* In collaboration with the Sales Liaisons, support new clients and referral partners on home care services, generating business for program.

* Actively promote IOA services to the outside community, including referral relationships, trusted advisors, clinicians, senior living communities in partnership with the Sales Liaisons.

* Working with our marketing & intake teams to ensure that updates are properly communicated with our referral sources and identifying new referral opportunities based on our client relationships.

* Providing active client care services for our clients. Active Client Care Services includes regular home visits, response to incidents, strong communication with clients and families, management, and revision of our care plans, identifying situations in which additional care or a different form of care is necessary and support for our clients' needs.

* Providing extra support for new clients' cases, including home visits within the first two weeks of service to ensure complete client satisfaction.

* Conducting caregiver introductions, in-home training, and other services.

* Ensuring that our client accounts are up-to-date with billing and communicating with families (and/or financial managers) in the event of overdue balances.

* Participate in HCA new hire orientations as needed, in-services, trainings and other company programs or initiatives to enrich the quality of our caregiving staff.

* Supporting ongoing client retention through white glove service, prompt resolution of incidents and complaints, client and caregiver appreciation initiatives and building close relations with the clients and their families.

* Conduct quality assurance visits with all clients a minimum of once quarterly.

* Engage in service failure response process and follow through activities.

* Attend team meetings to facilitate home care coordination.

* Support onboarding activities of new hires.

* Maintaining a comprehensive knowledge of our requirements as a licensed Home Care Organization, including our obligations to our clients and caregivers.

* Maintaining accurate records on all prospective and active clients, employees, and referral sources.

Required Skills & Qualifications:

* Bachelor's Degree Required

* Minimum of 3 years' experience in the field of aging services required

* Exceptional customer service skills including sales and community relationships

* Interface experience with customers

* Outstanding oral and written English language skills

* Desire to work in a collaborative, interdisciplinary, team-oriented environment

* Ability to multi-task and work effectively in a busy, fast-paced, customer service-oriented environment

* Highly motivated self-starter and capable of working autonomously with strong problem-solving skills

* Proficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipment

COMPENSATION:

Range: $ 72,480.00 - $ 80,000.00/annual

This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.

This range does not include any additional equity, benefits, or other non-monetary compensation which may be included.

Institute on Aging reserves the right to revise job descriptions or work hours as required.

Institute on Aging is an Equal Opportunity Employer

We encourage you to learn more about IOA by visiting us here.

IOA reserves the right to adjust work hours or duties when appropriate.

Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.