Client Service Manager

Are you looking to work with a dynamic and purpose-driven management TEAM who truly believes in our motto of  "The More You Give, The More You Get"?  This unique position will be based out of our Gettysburg Office and work with clients and caregivers in Adams, Cumberland, and Franklin counties.  If you are seeking a home environment where your opinion is recognized and respected, this may be the position for you! POSITION PURPOSE: This position is designed as a hybrid role combining aspects of both the scheduler role and the client care role. The Client Services Manager is responsible for the day-to-day operations, not limited to scheduling, maintaining compliance, managing, coaching and counseling of care staff, the intake, assessment, service planning, establishing and managing the plan of care in accordance with the needs of the client and client satisfaction, and regular supervisory visits. This includes all administrative tasks affiliated with the above. MAIN RESPONSIBILITIES:The Client Services Manager has accountability for the following functions/tasks:Answer the telephone and greet the public.Effectively handles intake calls. Gathers information regarding client needs, home environment, desired schedule, psycho-social aspect of client care while practicing active listening and establishing a level of trust and understanding with the caller.Schedule in person client assessment, confirming date/time before ending the call.Meet with client and family to accurately complete all admission paperwork and assure the client and family understand the homecare plan and their responsibilities.Complete all admission paperwork (or electronically).Develop the Plan of Care in accordance with client needs and wishes; update as warranted. The goal is to provide guidelines for the caregivers to follow based on client needs and wants, all while remaining safe and maintaining dignity.Schedule, conduct, and document home visits, collecting client feedback on caregiver performance of duties. Address problems, as required. Conduct supervisory visits in the home and ensure that services are provided in accordance with the Plan of Care. Conduct supervisory visits to the client’s home, preferably when the caregiver is present. Review the care plan to determine relevance and accuracy. Adjust the care plan based on any changes in the client's condition or ability. Communicate changes to all care staff involved in the case. Conduct new caregiver staff orientation. Schedule caregiver staff for hours of service on new clients and open hours/shifts on existing cases.  Ensure consistency in caregiver scheduling. Maintain computer schedules and ensure timely data entry for clients and caregivers. Contact clients and caregivers regarding day-to-day scheduling changes. Manage on-call evenings and weekends, as directed.  Keep on-call materials current with client information, instructions and directions, the current roster of care, and list of active direct care staff.  Prepare and maintain the on-call log, client and employee records.  Manage calls by following company policies.Work independently and proactively with minimal direction and/or supervision. Provide timely and effective feedback to the management.Maintain regular and predictable attendance. Other administrative duties and tasks as assigned SPECIFIC JOB KNOWLEDGE, SKILLS REQUIRED:Prefer Associate’s Degree with a minimum of two years of experience in an office setting, preferably health or homecare. Proficiency with Microsoft Office (Word, Excel and Outlook) applications, scheduling systems and other healthcare industry-related software.  Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.Successfully complete all and ongoing compliance with licensing, certification, continuing education, background checks, drug and alcohol testing, Office of Inspector General (OIG) screening, and health assessments/other assessments as may be required under federal, state, or local law or per employer policy. Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook) applications, scheduling systems and other industry-related software.  Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing.Valid licensed driver with reliable transportation.Valid state required proof of insurance.   Physical/Environmental Demands:Must be able to properly operate office equipment.  All of the above demands are subject to the ADA requirements. Must be able to lift, push or pull items weighing up to 25 lbs.  Must be able to perform tasks involving a combination of sitting, standing, bending, reaching, stooping, walking, twisting, and climbing stairs. Must be able to see and hear or use prosthetics that enable these senses to function adequately to fully meet the requirements of this position.  EOE