Client Service Manager

Job DescriptionJob SummaryThe Client Services Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff to more quickly resolve challenges and address concerns. The CSM oversees all non-clinical aspects of the provision of care that includes the utilization of authorized hours, the vetting of potential candidates, and the management of communication between clients, field staff, and office personnel. The core focus of the position is to ensure client satisfaction and increase client retention. This position reports directly to the Client Services Supervisor, Director of Operations, or the Administrator.Duties and ResponsibilitiesEstablish 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 clients 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 MGAs service capabilities.Create weekly/monthly staffing schedules that accurately reflect clients 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 clients 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 municate 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.QualificationsRequirementsBachelors Degree Preferred2+ years experience in a customer service role1+ years experience in management position preferredReliable means of transportation and flexibility to travelCurrent state drivers license and automobile insuranceEnthusiastic, reliable, and independent self-starter with strong organizational, decision making, problem solving and creative thinking skillsAbility to multi-task and shift priorities as needed and work as an individual contributor as well as part of a teamHonest, high level of work ethic and integrity, assertive and strong desire to succeedAdditional InformationAs an MGA Client Service Manager you can expectCompetitive wagesWeekly payMedical, Dental & Vision Coverage Available 1st of the month following 30 days of employmentHealth Savings Accounts (HSA)Flexible Spending Accounts (FSA)Voluntary Short Term & Long Term DisabilityEmployee Assistance Program (EAP)401(k) retirement planPaid Time Off (PTO)7 Company Paid Holidays100% Company Paid Life InsuranceVoluntary Life InsuranceAccident, Hospital, and Critical Illness InsuranceIdentity Theft Protection PlanDiscounted Legal Care PlanAll your information will be kept confidential according to EEO guidelines.PandoLogic. Client Services Manager, Location: Phoenix, AZ - 85013 , PL: 545464911RequiredPreferredJob IndustriesCustomer Service

Created: 2025-10-04