Client Service Manager

Job Summary

The Client Services Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff, overseeing non-clinical aspects of care provision, and ensuring client satisfaction and retention. This position reports to the Client Services Supervisor, Director of Operations, or the Administrator.

Duties and ResponsibilitiesManage client relationships, including collecting referral information, coordinating admissions, and addressing non-clinical issues or questions.Oversee utilization of authorized hours, vetting of potential candidates, and communication between clients, field staff, and office personnel.Demonstrate working knowledge of in-home therapy services, payer source requirements, and MGA-specific software systems, policies, and procedures.Collaborate with recruiting team to address staffing needs and communicate client-specific requests.Troubleshoot authorization and client family needs, coordinating services with external providers when necessary.Participate in on-call rotation for after-hours service issues and log all non-clinical client & field staff complaints according to MGA policy.Set realistic expectations with clients regarding MGA's service capabilities and escalate issues to management as needed.Support and execute the company's mission, ethics, and goals while representing MGA professionally.