Client Care Manager

7 months ago

Pickering, Canada Senior Helpers Canada Full time

**Client Services Manager**

**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.

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care

Schedule:

- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed

Application question(s):

- Do you have a healthcare background? (PSW, nursing, etc)
- Do you have experience working in community healthcare?
- Do you have any experience do healthcare assessment for community healthcare?
- Do you have a valid driver licence?

Work Location: Hybrid remote in Pickering, ON L1V 1A6

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