Description
We are looking for a Regional Client Manager who can proactively create a seamless and high quality experience for clients in close coordination with multiple partner agencies. If you love helping people and families, are organized, have a strong sense of ownership and collaborate well, we would love to meet you and share more about what we might create together.
A Regional Client Manager works autonomously to own a panel of clients in coordination with one or more partner agencies. In this role, you'll balance the need to provide amazing individual service with the time required to do that across a book of business. The responsibilities break down into three main components of work.
Responsibilities
Manage partner relationships
- Coordinate with partner agencies to understand client needs and requirements, and translate them into care plans and actionable next steps
- Work in tight coordination with partner agencies providing real-time updates and regular check-ins on client status, issues or changes
- Triage partner requests and manages expectations appropriately
Provide exceptional service to clients and caregivers
- Guide clients and their families through the entire care process - from the start of care to end of service
- Build relationships with clients through regular check-ins and by managing their care including changes in schedule or care plan
- Build relationships with CarePros (care providers) in your area to facilitate quality matches between CarePros and clients
- Collect and provide direct feedback and coaching to CarePros as required
Partner across Honor to deliver a seamless experience
- Effectively prioritize work daily in partnership with Honor’s Frontline support team
- Work with the support team to manage real-time updates to client on any questions, issues, or changes
- Drive scheduling and staffing in close coordination with the staffing team to ensure the client has a consistent and reliable schedule.
- Work cross-functionally to provide feedback and support to other internal efforts such as Care Pro admin/HR
- Manage escalations and challenging care situations including investigation and stakeholder management
About you:
To succeed in the role, you’ll need:
- 3+ years of experience working in a complex client or patient management position or demanding customer service role
- Strong sense of ownership and a track record of managing processes with strong attention to detail
- Ability to work autonomously and effectively prioritize competing tasks
- Demonstrated ability to collaborate and get things done by working through others
- Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
- Excellent communication and listening skills, particularly via the phone
- Positive and can-do attitude
- Confidence and creative problem-solving skills
- Ability to work in a fast-paced environment
- Flexibility and availability to occasionally respond on evenings or weekends
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