Centria Healthcare was founded in 2009 as a provider of Private Duty Nursing services for the pediatric and post MVA population. We believe in providing exceptional care for our patients where they are most comfortable- in their own homes. Centria Healthcare hires caring, professional and dedicated nurses and home health aides. A healthy work life balance is considered in the structure of our organization. We want our clients and staff healthy and happy. We love what we do and have a high expectation of service. We are growing tremendously and are looking forward to adding great individuals to our team. We understand that our employees are our greatest asset.

Position Overview

The Client Service Manager (CSM), you will be responsible for managing the delivery of in-home care to a group of catastrophically ill or injured clients across the state of Michigan. Client Service Managers manage a large team of healthcare professionals (such as Nurses, Aides, etc.). The CSMs coordinate the logistics of care, negotiate pay rates, perform human resources functions, and work collaboratively with their team and clients through high-pressure situations.

Salary: $55,000 to $58,000K with potential quarterly raise based on KPI

Responsibilities

The ideal candidate must be able to perform the following essential job functions with or without reasonable accommodations:

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.

Required Qualifications, Skills, and Knowledge

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.