Client Service Manager

• Establish effective communication & utilize critical thinking and problem-solving skills to serve as the primary point of contact for all non-clinical issues or questions between clients, field staff and office personnel.
• Accompany the Clinical Case Manager on all 60-day recertification visits at client’s home.
• Build strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
• Set proper and realistic expectations with clients regarding MGA’s service capabilities.
• Create weekly/monthly staffing schedules that accurately reflect client’s preferences and communicate with all parties involved.
• Appropriately log all non-clinical client & field staff complaints in accordance with MGA policy.
• Document all client communication and activities related to the staffing of open shifts.
• Collaborate with recruiting team to address long and short-term staffing needs by communicating client specific requests.
• Coordinate the caregiver with client interview process to ensure appropriate field staff placement.
• Verify that authorization for services is in place prior to staffing and that an accurate utilization of hours based on the client’s preferences occurs on a weekly basis.
• Demonstrate working knowledge of payer source requirements, including an understanding of Medicaid, MGA specific software systems, internal processes, policies, and procedures.
• Communicate and escalates all client and field staff issues to management in accordance with MGA Policy.
• Participate in the on-call rotation for after-hours service issues.
• Monitor missing/late field eCharts, overtime, missed coverage, and gross profit margins and takes steps to improve results.

• Bachelor’s Degree preferred
• 2 years’ experience in a customer service role
• 1 years’ experience in management position preferred
• Reliable means of transportation and flexibility to travel
• Current state driver’s license and automobile insurance
• Enthusiastic, reliable, and independent self-starter with strong organizational, decision making, problem solving and creative thinking skills
• Ability to multi-task and shift priorities as needed and work as an individual contributor as well as part of a team
• Honest, high level of work ethic and integrity, assertive and strong desire to succeed

The pay range for this position is $45,000-$50,000 annually.

Benefits are available to eligible employees on the first of the month after 30 days of employment and include:

• Health, Dental & Vision Coverage
• Health Savings Accounts (HSA)
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• 401(k) retirement plan
• Paid Time Off (PTO)
• Company Paid Holidays
• 100% Company Paid Life Insurance
• Critical Illness/Accident Insurance
• Hospital Indemnity Insurance
• Identity Protection Plan
• Legal Care Plan

All your information will be kept confidential according to EEO guidelines.