Client Services Manager Associate

GENERAL DESCRIPTION

Under the supervision of the Assistant Director of Client Services, this position is responsible for providing stellar customer service to clients/families/professionals. CSMAs are responsible for building and strengthening client/family/professional relationships and ensuring delivery of services that exceed expectations and facilitate increased client retention. CSMAs are accountable for covering CSM caseloads when they are out of the office.  This includes assisting inquiry calls to become active clients with FNC.  CSMAs will handle consumer relation issues as they may arise.  CSMAs support the CSM to grow the professional relationships for their assigned accounts.

MAJOR RESPONSIBILITIES

• Establish a relationship of trust with clients/families/professionals
• Complete Intakes for new and resumed clients
• Thank professionals for client referrals and document exchange in database
• Provide timely calls to clients, families and professionals and document clear logging notes within database
• Foster healthy and productive work relationships with colleagues 
• Manage client’s needs and expectations as related to care – can include but not be limited to schedule changes, check-in calls, holiday reminder calls, solutions to enhance safety per caregiver’s feedback, compliments, concerns, questions, etc.

• Educate clients and families about the services the Company offers
• Offer the client and family information and community resources personalized to their needs
• Collect feedback from professionals involved with each client to ensure a comprehensive approach to meeting the client’s needs
• Complete weekly Cases Ended Log/Cases Ended Calls as requested
• Communicate and collaborate with office staff assisting with Client Services to ensure the Company is doing everything possible to exceed professionals and clients experience, retain trust and grow the opportunity for new business
• Support Accounts and any existing/potential contracts as needs arise; such as liaison roles, staffing an office in the community, etc.
• Communicate circumstances to Assistant Director of Client Services as related to CSMs having a challenge in resolving scenarios such as: clients having a negative experience, consumer relation issues, elevated concerns, professionals calling in with concerns/unique needs, etc.
• Attend ongoing educational opportunities
• Participate in community Vendor Fairs, Fundraisers, Trainings, Galas, Golf Events, etc as requested.
• Support Coverage for Nights/Weekend/Holiday Needs   

QUALIFICATIONS

• 1 - 2 years’ experience in quality assurance, client retention or customer service management
• Social Worker, Case Manager or comparable education and experience in geriatrics desired
• Excellent communication skills – articulate, good listener, professional, empathetic, persuasive
• Skilled at developing relationships and loyalty quickly through utilizing a modest and client-service oriented approach
• Knowledge and understanding of what makes a safe home environment
• Strong critical thinking and analytical skills
• Able to adapt to continually evolving business expectations, challenges, and goals
• Innovative, results-oriented individual with excellent organizational skills
• Experience with metrics, reporting tools and processes
• Knowledge of private duty home care industry, home health care, senior housing and resources for seniors is a plus
• Understanding of admissions processes, from acute care to long-term care a plus
• Familiarity with the Washington Metro area in addition to the area demographics

SUCCESS CRITERIA

• Leads by example consistently conveying a positive attitude, passion, and pride in work
• Professionally represents Family & Nursing Care when dealing with clients, professionals, and colleagues
• Intuitively evaluates situations and make suggestions to clients based on limited information
• Influences and persuades effectively, without being forceful or overpowering
• Understands what drives customers away and how to develop programs and approaches to foster trust and loyalty with all types of clients
• Demonstrates emphasis on improving quality of Client Services, procedures, and overall communication
• Meets task and report deadlines consistently and alerts the appropriate individual(s) when unable to complete a task on time
• Takes initiative, asks questions to clarify instructions, and demonstrates a positive team-oriented attitude
• Works harmoniously and communicates effectively with other staff and departments
• Handles job with a sense of urgency and in accordance with company protocols
• Uses appropriate discretion when handling or dealing with confidential documents and matters
• Actively seeks to advance the Company’s environmentally friendly practices
• Exemplifies Company philosophies through promoting and advancing the Company’s Shared Vision and Guiding Principles