Client Services Specialist

OVERVIEW:

AmeriBest Home Care is dedicated to providing high quality personal care services to valued members of our community. The Client Services Specialist is a vital contributor to AmeriBest's mission and vision to deliver exceptional home care services in our community, 1 client, 1 caregiver, and 1 visit at a time while becoming the provider & employer of choice for home and community-based services.

Reporting to the Director of IDD Services, it is the Client Service Specialist's responsibility to analyze and act upon opportunities to drive growth, retention, and deliver exceptional customer service to our clients and caregivers. Duties will include sourcing and staffing caregivers to work with home care clients, developing relationships with clients and caregivers, working collaboratively with the client services coordination and onboarding teams, and completing productivity reports. The success of the Client Services Specialist will be measured by their contribution to hours growth, client retention, caregiver sourcing, and staffing percentage.

RESPONSIBILITIES:

- Work collaboratively with client services coordinators to ensure action plans are in place to fill open shifts
- Sourcing, recruiting, interviewing, and processing onboarding paperwork to facilitate hiring of Direct Support Professionals (DSPs) to work with clients who need coverage
- Maintaining a good relationship with newly recruited caregivers and caregivers with availability
- Maintaining a good relationship with our clients (i.e., Patients) requiring agency staffing
- Conducts periodic check ins with our clients requiring agency staffing
- Customer Service, delivering compassion and problem resolutions
- Conduct feedback calls with Direct Support Professionals and Clients to maintain satisfaction
- Troubleshoot issues and liaison between AmeriBest departments for problem resolutions
- Triage calls with clients and DSPs who depart services
- Serve as point of escalation to resolve client and caregiver issues with focus on retention
- Execute strategies to enhance the service experience of clients and caregivers, contributing to improving client and caregiver retention
- Liaison between company and external Supports Coordination to ensure client's needs are met
- Monitors staffing metrics and trends to ensure client and caregiver retention
- Support to Growth team with new client staffing when needed
- Support to Client Services team with staffing as needed
- Providing productivity reports when requested
- Attend meetings as requested
- Perform other duties as assigned

REQUIREMENTS:

- 1 year of experience in customer service, sales, recruiting, marketing, and/or public relations with clients.
- 1 year of experience within the Home Care industry
- Bachelor's Degree (preferred) in Business, Marketing, Communications, Healthcare Management or related field
- Excellent verbal and written communication skills
- Able to prioritize daily tasks and handle multi-tasking
- Sense of urgency and adaptability to changing priorities
- Enjoy working in a multi-cultural environment
- Entrepreneurial and goal-oriented with a positive, upbeat attitude
- Able to build and maintain strong relationships with community members, caregivers, families, organizations, and Supports Coordinators

BENEFITS:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k