Dynamic Client Services Director - Jenkintown, United States - Visiting Angels of Jenkintown

Visiting Angels of Jenkintown

Verified Company

Jenkintown, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

**Director

Client Services Management**
_ Job Description_

POSITION PURPOSE:

Visiting Angels - a private, non-medical home care company, is seeking a dynamic and fast paced leader to join our team as Client Services Director to function out of our Jenkintown office. A seasoned Senior Process and People Manager with people centric customer service experience will be successful in this role. This is an OFFICE BASED role (NO REMOTE).

CLASSIFICATION:
_Exempt_

SUPERVISION EXERCISED:

Client Operations Team comprised of 4 Client Care Managers/Coordinators for Jenkintown office and 1 Client Service Manager for Horsham office.
Wellness Team comprising of Nurses and Social Workers

PRINCIPAL ACCOUNTABILITIES:

The duties and responsibilities described below do not represent a comprehensive list for this position. Additional tasks may be assigned periodically as necessitated by business demands.

Direct and coordinate the overall operations to ensure highest Client Satisfaction.

This will include but not limited to:

Soliciting client feedbacks proactively and ensuring highest customer service by Managing Client Care Management and Wellness team;
Solicit Caregiver feedbacks and ensuring highest CG satisfaction possible and thus higher CG retention;
Be able to "roll up sleeves" to staff cases, if needed
Be able to create processes to avoid fire drills.
Develop an "Well Oiled machine" for Client Care Scheduling to test Customer service standard
Be responsible for production and review of performance benchmarks and associated accountabilities
Collaborate with Marketing and Inside Sales at Senior Level
Cover once every two to 3 weeks as "Management On Call" to manage any escalated issues from On Call CCM's
Ensure regulatory standards and compliance.
Work toward highquality decisions and overall organizational goals.
Maintain absolute confidentiality of all information pertaining to employees, clients and client's families.
Perform duties as deemed appropriate by the CEO.

SPECIFIC JOB KNOWLEDGE, SKILLS AND PERSONAL ABILITIES REQUIRED:

Bachelor's degree
Ten years of experience in positions of increasing responsibility, preferably in high paced customer service areas such as Client Servicing call centers, Hospitals or Private Duty Home Care; work in logistics and/or operations will be considered as well. Senior Project Managers with Customer service experience will be apt for this role as well.
Must Have "Can Do" attitude and willingness to go extra mile to help clients, caregivers and the Company
MUST have People, Process and Organization management experiences
Must be sociable and amicable in approach
Excellent conceptual thinking skills with the ability to analyze complex issues sensitive in nature. Excel in conflict resolution and implement the solutions.
Ability to listen and communicate clearly, fluently, diplomatically orally and in writing.
Ability to remain flexible, resilient, calm and maintain a sense of humor; and present a wellgroomed professional image.
Ability to plan, organize, prioritize, delegate and accurately follow through in work activities with time constraints and interruptions to meet deadlines, as well as, work independently with a minimum amount of direction and/or supervision.
Ability to generate goodwill for the Agency with clients, their family members and other referral sources. Demonstrate a strong commitment to client service excellence.
Possess and maintain good physical and mental health, including current TB testing.
Must be flexible to respond to "evolving client situations" in a 24X7 framework
Ability to lawfully work in the U.S.

ALL APPLICANTS MUST BE ABLE TO PROVIDE PROOF OF VACCINATION.

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