Care Manager

Senior Helpers - Galloway Parent; Greenwood (IN); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

401(k) matching

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Life Insurance

Bonus structure

Job summary

Senior Helpers of Greenwood is seeking a Client Service Manager to lead and grow our in-home client services across Greenwood and surrounding areas. You will convert leads, retain clients, and drive growth in care hours while ensuring high-quality service.

The role requires 3+ years in customer service/management, strong organization, excellent communication, and comfort with Microsoft Office; you will coordinate with the scheduler and care team to enhance client outcomes.

Qualifications

• 3+ years’ experience in customer service, client services and management, sales, and account management experience.
• Exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment.
• Excellent verbal communication and follow-up skills and the ability to quickly build rapport with prospects, clients, and client families.
• Ability to learn software programs quickly.
• Proficiency in Microsoft Word, Excel, Internet, and Outlook

Responsibilities

• Create and implement an onboarding process for new clients requesting services.
• Respond to all service inquiry calls and conduct follow-up communications with leads to meet client conversion targets.
• Be the main contact for introductions, first days of service calls, and visits for new clients and their families within the clients’ first 30-90 days of services.
• Determine the service offerings needed to enhance seniors’ quality of life.
• Complete assessments and re-assessments using LIFE Profile.
• Spend approximately two to three days in the field reassessing clients and managing client visits in the hospital, rehabs, facilities, etc.
• Complete quality assurance checks on a recurring basis to assess the quality of services and client/family satisfaction.
• Monitor online reviews from existing clients and their families to identify service improvement opportunities and implement changes to improve services provided.
• Adapt and communicate the client care plans as needed.
• Communicate with Scheduler and Care Team Manager to adjust caregiver client assignments as needed.
• Update the client retention dashboard on a weekly basis and create a plan for replacing lost hours and proactive care management on a weekly basis.
• Generate internal growth each month consistent with company goals.
• Proactively prevent and resolve problems and issues reported.

Job description

Improve our clients’ lives one conversation at a time. If you are an individual who enjoys helping others decided on the best way to care for their family members by actively listening to their concerns, reviewing care plans, and visiting client’s homes to ensure quality of care, our Client Service Manager position would be the career for you! Our Client Service Manager will manage and develop all client services for Senior Helpers of GREENWOOD AND SURROUNDING AREAS within the franchise territory including converting leads, retention of clients, and managing the growth of hours from current clients. Examples of Job Benefits:

• 401(k) matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Life Insurance
• Bonus structure

Examples of Job Duties:

New Clients

• Create and implement an onboarding process for new clients requesting services.
• Respond to all service inquiry calls and conduct follow-up communications with leads to meet client conversion targets.
• Be the main contact for introductions, first days of service calls, and visits for new clients and their families within the clients’ first 30-90 days of services.
• Determine the service offerings needed to enhance seniors’ quality of life.

Existing Clients

• Complete assessments and re-assessments using LIFE Profile
• Spend approximately two to three days in the field reassessing clients and managing client visits in the hospital, rehabs, facilities, etc.
• Complete quality assurance checks on a recurring basis to assess the quality of services and client/family satisfaction.
• Monitor online reviews from existing clients and their families to identify service improvement opportunities and implement changes to improve services provided.
• Adapt and communicate the client care plans as needed.
• Communicate with Scheduler and Care Team Manager to adjust caregiver client assignments as needed.
• Update the client retention dashboard on a weekly basis and create a plan for replacing lost hours and proactive care management on a weekly basis.
• Generate internal growth each month consistent with company goals.
• Proactively prevent and resolve problems and issues reported.

Examples of Job Qualifications:

• 3+ years’ experience in customer service, client services and management, sales, and account management experience
• Exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment.
• Excellent verbal communication and follow-up skills and the ability to quickly build rapport with prospects, clients, and client families.
• Ability to learn software programs quickly.
• Proficiency in Microsoft Word, Excel, Internet, and Outlook

Why Work for Senior Helpers of GREENWOOD

• Great Place to Work® Certified
• Autonomy—We encourage our team members’ independence and believe in our team to complete their job duties without micromanaging.
• Task Variety—We provide an engaging workday that uses your various skill sets to avoid monotony.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.