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CCC - Client Service Manager at MGA Homecare in Denver, CO
Skills
Job Description
Circle of Care:
Circle of Care Colorado is an In-Home Support Services (IHSS) agency assisting families in Colorado with providing a more comfortable, personal way to care for children with special needs within the comforts of home. Working with Circle of Care Colorado allows you the opportunity to select an attendant of your choice, or be your own child’s assigned IHSS caregiver.
Circle of Care Colorado is managed by a small team of compassionate professionals with over 30 years of experience in the healthcare field. When the most precious lives are on the line, Colorado families can count on Circle of Care to be an active partner in managing home health maintenance services. CCC - Client Service Manager Job Overview
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. RequirementsRequired
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.
Additional Job Description Information
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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.