Client Service Manager

MGA Homecare has an immediate opening for a Client Services Manager for our Austin operations. The Client Services Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff to resolve challenges and address concerns more quickly. 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 role is based in Austin and will report to the Site Administrator. The salary range for this position is $45,000 - $50,000. If you are seeking a rewarding career opportunity with a growing healthcare company that values its employees and patients, then apply now to join the MGA family! The ideal candidate will: Establish 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 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 client’s 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 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. Minimum Requirements: Bachelor’s Degree Preferred 2+ years’ experience in a customer service role 1+ years’ experience in management position preferred Reliable means of transportation and flexibility to travel Current state driver’s license and automobile insurance Enthusiastic, reliable, and independent self-starter with strong organizational, decision making, problem solving and creative thinking skills Ability to multi-task and shift priorities as needed and work as an individual contributor as well as part of a team Honest, high level of work ethic and integrity, assertive and strong desire to succeed Benefits: Weekly pay Medical, Dental & Vision Coverage – Available 1st of the month following 30 days of employment Health Savings Accounts (HSA) Flexible Spending Accounts (FSA) Voluntary Short Term & Long Term Disability Employee Assistance Program (EAP) 401(k) retirement plan Paid Time Off (PTO) 7 Company Paid Holidays 100% Company Paid Life Insurance Voluntary Life Insurance Accident, Hospital, and Critical Illness Insurance Identity Theft Protection Plan Discounted Legal Care Plan All your information will be kept confidential according to EEO guidelines.