Client Care Manager
3 weeks ago
Client Services Manager
Senior Helpers is seeking a dedicated and experienced Client Services Manager to oversee and develop all client services within our franchise territory. The ideal candidate will ensure client satisfaction, manage client retention, and drive internal growth. This is a salaried position reporting directly to the Director of Operations or Owner.
Primary Responsibilities:
- Maintain a regular communication process for new clients, including caregiver introductions, first day of service calls, and a visit within the first 30 days of service. Alternatively, oversee the Client Services Coordinator in performing these tasks.
- Ensure client and family satisfaction with Senior Helpers services, working collaboratively with employees and family members to find solutions.
- Conduct bi-monthly visits to clients to assess service quality and satisfaction. Spend approximately 2-3 days out of the office for client reassessments and visits to hospitals, rehabs, and other facilities.
- Adapt client care plans as needed.
- Coordinate client activities such as field trips and in-home activities, and manage the lending library or direct the Client Services Coordinator to do so.
- Communicate with the scheduler or Caregiver Manager regarding caregiver changes.
- Generate up to 20% internal growth each month.
- Complete assessments and work toward revenue goals, especially in the absence of a CRC.
- Manage the client contact board.
- Update the client retention dashboard weekly and create plans for replacing lost hours and proactive care management.
- Manage the distribution of the client newsletter or oversee the Client Services Coordinator in doing so.
- Take service inquiry calls and follow up with leads to meet revenue goals.
- Represent Senior Helpers at networking events and contribute to the marketing face of the company.
- Seek opportunities to upsell and promote additional hours through the sale of gift certificates and other offerings.
- Perform other duties as assigned.
Qualifications:
- Previous industry experience required.
- Exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment.
- Excellent verbal communication skills and follow-up skills with prospects, clients, and client families.
- Ability to quickly build rapport with people of all cultures.
- Creative, innovative, and problem-solving abilities.
- Proactive problem prevention and issue resolution leadership ability.
- Minimum of one year experience managing clients.
- Ability to visit client homes within the assigned territory.
- Bachelor’s degree and three years of related work experience strongly preferred.
- Proficiency in Microsoft Word, Excel, internet, and Outlook required.
- Ability to learn other software programs quickly.
- Ability to work independently and as part of a team.
If you are a dedicated professional with a passion for client service and a drive for success, we invite you to apply for this exciting opportunity to make a difference in the lives of our clients and their families.
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