Bilingual Client Service Manager

Colorado Springs,CO, USA
Full-time

Company Description

MGA Homecare has been providing Private Duty Nursing, Skilled Nursing Visits, Occupational Therapy, Physical Therapy, and Speech Therapy services within the home and community-based setting for over a decade. In 2022 MGA has opened its doors to MGA Behavior Therapy which offers Applied Behavior Analysis (ABA) and early behavior intervention for pediatric patients with autism spectrum disorder (ASD) and other developmental disabilities within Colorado Springs and surrounding areas.

We aim to help our patients and their families by delivering high-quality clinical care in the comfort of their homes. Our goal is to make the lives of our patients and their families easier by demonstrating compassion and integrity at the heart of everything we do. By bringing individualized attention and support throughout every home. MGA Homecare is proudly serving the states of Arizona, Colorado, North Carolina, Tennessee, Texas, and Washington, and is here to be a resource for patients and their families.

Job Description

In this role, you will be responsible for developing and managing relationships with assigned clients and field staff to resolve challenges and address concerns more quickly. The Client Service Manager 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.

  • 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.
  • Build strong relationships with clinicians by managing operational needs of therapists
  • Set proper and realistic expectations with clients regarding MGA’s service capabilities.
  • Manage therapist's schedules that accurately reflect regulatory guidelines and communicate with all parties involved.
  • Oversee accuracy of client chart
  • Appropriately log all non-clinical client & field staff complaints in accordance with MGA policy.
  • Manage therapist openings and waitlist with clinical team
  • Collaborate with recruiting team to address long and short-term staffing needs by communicating client specific requests.
  • Coordinate the intake process with clinical team to ensure appropriate field staff placement.
  • 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.
  • 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
  • 1+ years’ experience in management position preferred
  • Advanced proficiency in Spanish required
  • 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

Additional Information

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

  • Annual salary of $55,000 - $56,000 plus allowances
  • Medical, Dental & Vision Coverage – Available 1st of the month following 30 days of employment
  • Health Savings Accounts (HSA)
  • Flexible Spending Accounts (FSA)
  • Voluntary Short Term & Long Term Disability
  • Employee Assistance Program (EAP)
  • 401(k) retirement plan
  • Paid Time Off (PTO)
  • 7 Company Paid Holidays
  • 100% Company Paid Life Insurance
  • Voluntary Life Insurance
  • Accident, Hospital, and Critical Illness Insurance
  • Identity Theft Protection Plan
  • Discounted Legal Care Plan

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

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