In-Home Care Client Services Manager

Centria Healthcare; Farmington Hills (MI); On-site; USD 55,000 - 58,000; Full time

Job summary

Centria Healthcare in Michigan is seeking a Client Service Manager to oversee in-home care for complex clients, coordinating a large care team of nurses and aides across the state. You will manage care delivery, logistics, staffing, and KPIs while preserving high-quality service.

The role requires strong leadership, outstanding communication, and ability to thrive in a fast-paced, KPI-driven environment with quarterly performance raises based on results.

Qualifications

• Bachelor's degrees or equivalent experience.
• Experience in a high pressure, customer facing role.
• Proven track record in building positive relationship with clients.
• Collaborative personality and able to build strong personal relationship.
• Highly organized with attention to detail and a dedication to resolving issues.
• Calm and effective under pressure. Able to remain professional in high stress situations.
• Able to plan, execute and manage high volumes of work.
• Critical thinking skills related to time sensitive issues.
• Ability to effectively and professionally communicate with internal and external clients.
• Requires strong analysis, judgment, negotiation, and problem-solving skills.
• Flexible attitude in accepting unique and non-standard solutions.
• Able to train and/or mentor others.

Responsibilities

• Attends and participates in meetings, conference calls, and Case Opens as required.
• Regular communication with clients regarding quality of care and general satisfaction.
• Review patient satisfaction surveys.
• Quick resolution of any complaints and issues.
• Communicating with case manager and members of care team to ensure goals are being met.
• Record issues, complaints, and all other pertinent communications with clients in client chart.
• Develop and manage Centria staff to accommodate current client needs and future growth.
• Source qualified candidates, conduct interviews and orientations.
• Attends and participates in meetings, conference calls, and Case Opens as required.
• Work with office support staff to ensure proper screening is done on field staff.
• Conduct performance reviews with staff as scheduled or on an "as needed" basis.
• Communicate regularly with Operations Director to keep apprised of new staff, new staff assignments, new clients, upcoming staffing needs, case opens, and discharged clients.
• Performing and documenting any needed disciplinary measures.
• Coordinate staff scheduling.
• Updating data fields for proper tracking of next steps for clients.
• Taking "On-Call" responsibilities (approximately once every 2 months)
• Assist in developing corporate structure and in the creation of policies and procedures.
• Participate in team meetings.
• Develop and take on projects to improve client service and satisfaction.
• Develop and take on projects to improve employee performance, retention, and satisfaction.
• Researching and filling out network contracts.
• Develop quality initiatives that will improve referral source satisfaction as measured through number of referrals and subjective survey methods.
• General help to manage office staff for maximum efficiency.
• Maintain working knowledge of different programs and certifications
• Ensure compliance with above regulations.
• Build relationships with current referral sources, and pursing relationships with new referral partners.
• Promote the growth of Centria Healthcare and assisting in pursuit of business opportunities.

Skills

Customer service leadership

Client relationship management

Collaborative mindset

Organizational skills

Under pressure composure

Time management

Critical thinking

Communication skills

Negotiation skills

Mentoring/training

Flexibility/adaptability

Education

Bachelor’s degree or equivalent

Job description

Centria Healthcare in Michigan is seeking a Client Service Manager to oversee in-home care for complex clients, coordinating a large care team of nurses and aides across the state. You will manage care delivery, logistics, staffing, and KPIs while preserving high-quality service.

The role requires strong leadership, outstanding communication, and ability to thrive in a fast-paced, KPI-driven environment with quarterly performance raises based on results.