Client Service Manager

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Job Overview

Duties and Responsibilities

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.
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 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 the recruiting team to address long and short-term staffing needs by communicating client-specific requests.
Coordinate the caregiver with the 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 escalate 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.

Qualifications

Bachelor’s Degree Preferred
2+ years’ experience in a customer service role
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, an assertive and strong desire to succeed
Base salary of 58-60k +cell/auto allowance

Additional Information

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-available if enrolled in a high deductible plan)
Flexible Spending Accounts (FSA & LPFSA)
Dependent Care Reimbursement Accounts (DCRA)
Employee Assistance Program (EAP-available if enrolled in Health plan)
401(k) retirement plan
Paid Time Off (PTO)
7 Company Paid Holidays
100% Basic Life Insurance (if enrolled in Health plan)
Voluntary Life Insurance
Short & Long-Term Disability
Critical Illness/Accident Insurance
Hospital Indemnity Insurance
Identity Protection Plan
Legal Care Plan
Pet Discount Program

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Additional Job Description Information

EEO Statement:

MGA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.