CCC – Client Service Manager

Client Relationship & Retention 

• Serves as the main point of contact for all non-clinical questions or concerns between clients, caregivers, and office staff, using clear communication, critical thinking, and problem-solving skills. 

• Builds and manages relationships with assigned households to drive client satisfaction and retention. 

• Sets realistic expectations with families regarding Circle of Care’s service capabilities and program requirements. 

• Logs all non-clinical client and caregiver complaints in accordance with internal Circle of Care policy. 

• Escalates client or caregiver concerns to management as needed in accordance with Circle of Care policy. 

• Answers/transfers phone inquiries as needed.  

Onboarding, Medicaid Navigation & Rate Negotiation 

• Coordinates with the Medicaid Support Liaison team to help prospective clients navigate the approval process. 

• Assists prospective clients in navigating the Medicaid process and completing the CCC onboarding process, including rate negotiations. 

• Tracks and completes annual assessment calls, including preparing reports and determining possible rate increases. 

• Contacts families to discuss hour and rate changes associated with annual assessments. 

Staffing & Scheduling 

• Creates and maintains accurate weekly and monthly staffing schedules that reflect client preferences, communicating changes promptly. 

• Supports caregiver placement and scheduling across assigned households. 

• Recruits to fulfill short-term and long-term staffing needs, including communicating client-specific requests. 

• Documents all communication and activities related to staffing, service delivery, and open-shift coverage. 

Service Delivery & Compliance Oversight 

• Participates in home visits (with the RN Case Manager as needed) during recertifications and other scheduled check-ins. Driving required. 

• Completes all in-home competency checks for personal care and/or homemaker clients only (health maintenance activities are completed by an RN). 

• Ensures that all required supervisory visits are completed, both in-home and via telemedicine. 

• Demonstrates working knowledge of Colorado Medicaid requirements, HCBS and CFC program rules, Circle of Care software systems, internal processes, policies, and procedures. 

Operational Performance & Monitoring 

• Monitors utilization of authorized hours across assigned households. 

• Monitors missing or late eCharts, overtime risks, missed coverage, and gross profit margins, taking action to improve results. 

• Participates in the on-call rotation for after-hours questions or support needs. 

Professional Standards 

• Supports and executes the mission, ethics, and goals of the company effectively. 

• Represents themselves in a positive and professional manner in the company and community. 

• Adheres to the dress code with a clean and neat professional appearance. 

• Reports on time and as scheduled in order to complete work within the designated time. 

• Adheres to all company policies and procedures outlined in the Employee Handbook, Employee Agreement, or as communicated by the executive team. 

• Performs all other duties as assigned by the Director of Operations. 

Requirements 

Required 

• 2+ years of experience in a customer service role. 

• Strong organizational, problem-solving, decision-making, and creative-thinking skills. 

• Ability to adapt quickly, shift priorities, and work both independently and as part of a team. 

• High level of professionalism, integrity, accountability, and follow-through; a motivated self-starter. 

Preferred 

• 1+ years of experience in a management or leadership role. 

Physical & Travel Requirements 

• Reliable transportation and flexibility to travel within assigned service areas. 

• Current Colorado driver’s license and automobile insurance.