Client Management Leader

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.
Step into a role where your presence makes an impact—onsite, on point, on purpose!

Job Summary:

The Client Management Leader I (covering a region serving up to 1,500 clients) will work to deliver at an exceptional operational level with end-to-end ownership of the financial and operational objectives of their assigned geographic area(s) within the central part of the state of PA. This role will deliver high quality service in a compliant environment with a focus on Client engagement and service delivery excellence in their designated area. The role will also work across the matrix functions of the Field Support Center (corporate) to ensure a reliable and consistent operating environment.  This role is responsible for all necessary organizational, administrative and professional support for assigned clients and provides team leadership for assigned team of Client Service Representatives and other Admin employees.  The Client Management Leader is responsible for maintaining positive Client relations and demonstrating respect, efficiency, and good communications both internally and externally.
 

As a People Leader:

• You lead with empathy, vulnerability, and honesty.
• Must have a love of learning.
• Endless curiosity and an enthusiasm for continuous improvement
• Team-first mindset
• Empower and inspire full time associates through coaching.
• Hold others to high standard.
• Knows how and when to celebrate success.

• Oversees a team of assigned Admin employees, including Client Service Representatives.
• Build and maintain a culture of high-quality service
  • Manage team to deliver quality care that adheres to regulatory requirements, company policies and procedures
  • Ensures client records and documentation are maintained in compliance with regulations.
  • Regularly ensures that client’s care plans are adhered to, monitored and maximized to facilitate high quality for clients that meets their needs, Compliance reporting, and maintain accurate incident records and implement actions to resolve issues
  • Issue resolution for all cases requiring management intervention.
  • Escalate complaints, problems or complex issues to the client’s Case Management Group.
  • Initiates contact with clients and records status updates, monitors client satisfaction and promptly addresses complaints or concerns with caregiver or overall service.
  • Works in collaboration with clinical and regional client intake team to ensure clients are served timely and within compliance.
  • Drives team productivity and create a culture of high expectations
    • Leading team meetings to encourage, motivate, and hold team accountable for actionable goals.
    • Conduct performance reviews for direct reports and manage local recognition programs.
    • Manage operating expenses to budget, including approval of payroll, PTO, and overtime.
    • Own KPIs for area of responsibility and review them daily, weekly & monthly with Market Leader and identify actions to improve performance.
  • • Coach, train and mentor team to ensure all roles and responsibilities are understood, to drive performance improvement and employee satisfaction and retention.
      • Call outs
      • Employment Terminations
      • Client Request
  • Creates and maintains a database system for all important information relative to assigned Clients
    • Includes phone numbers, home address, etc.
    • Maintains knowledge of legal and regulatory requirements including professional licenses, training, background checks, etc.
  • Receives client and/or caregiver calls and handles routine issues, documenting each contact.
  • Coordinates Client schedules to ensure that client service is maintained.
  • Consistently maintains the confidentiality of Client, Caregiver, and agency information.
  • Available for after-hours on-call reach-outs as an industry quality assurance requirement.
  • Performs other job-related duties as assigned; some duties may be market specific.

• Excellent organizational skills: ability to multitask and manage multiple responsibilities.
• Able to supervise staff and provide necessary feedback to improve overall services. Identifies and progresses toward meeting personal and professional goals.
• Strong problem-solving skills.
• Demonstrate compassion, responsibility, and cheerful attitude. Ability to deal with conflict in a professional manner.
• Excellent customer service; including verbal and written communication. Positive attitude and ability to promote a positive team environment.
• Intermediate level computer skill with creating and modifying documents using Microsoft products.

Education and Experience:

• At least 18 years of age & high school diploma/GED required.
• Bachelor's degree in Social Work, Psychology, or other related discipline or equivalent, preferred.
• Prior office experience, including experience with organizing information and working with databases.
• At least five (5) years of experience in health care, preferably in home health; three (3) years of supervisory experience.
• Medicaid, Waiver and Home Healthcare experience preferred.

• Direct deposit
• Healthcare, dental, and vision insurance
• Paid time off and parental leave
• 401k
• Ongoing, in-depth training opportunities
• Meaningful work with clients who need your help
• Career growth and experience with an industry leader with 50+years of history in a high-demand field