Lead Client Service Manager- Therapy

At MGA Homecare, we strive to provide inclusive and comprehensive healthcare services to our patients and their families. For over a decade, we have been offering Private Duty Nursing, Skilled Nursing Visits, Occupational Therapy, Physical Therapy, and Speech Therapy services in the home and community-based settings. In 2022, we expanded our services to include 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 in Colorado Springs and surrounding areas.

Our mission is to ensure that our patients and their families receive the highest quality of clinical care with compassion and integrity at the forefront of our services. We strive to provide individualized attention and support to every home, making the lives of our patients and their families easier. MGA Homecare is proud to serve the states of Arizona, Colorado, North Carolina, Tennessee, Texas, and Washington, and we are committed to being a resource for all patients and their families regardless of their background, ethnicity, or identity.

Job Summary
The Lead Client Services Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff to more quickly resolve challenges and address concerns. The CSM 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. This position reports directly to the Director of Operations.

Duties and Responsibilities

• Demonstrates a working knowledge of therapy services and the deficits/diagnosis/vocabulary associated with those services.
• Collects and documents Referral information for Therapy services. Communicates the referral needs during staffing meetings to engage services for the client. Follows through with problem solving barriers to services being initiated.
• Troubleshoots authorization and client family needs in order to determine feasibility and financial responsibility regarding therapy services.
• Coordinates admission prior to therapy evaluation with client caregiver. Completes required consent paperwork to initiate services in an accurate and timely manner.
• Demonstrates an understanding of who to collaborate with regarding family dynamic concerns from the clinician or the client receiving services. With the goal of maintaining a positive work environment for staff and clients.
• Coordination of services with external providers and support for families attempting to access services in addition to those provided by MGA Homecare.
• Establishes effective communication & utilizes 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.
• Builds strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
• Sets proper and realistic expectations with clients regarding MGA’s service capabilities.
• Appropriately logs all non-clinical client & field staff complaints in accordance with MGA policy.

• Supervises, trains, and mentors a team of Client Services Managers or Coordinators, ensuring consistent performance, client service excellence, and compliance with organizational procedures.

• Conducts regular team meetings, provides performance feedback, and assists with professional development of direct reports.

• Assists in workload delegation and monitors staff capacity to optimize team performance and client outcomes.

• Collaborates with recruiting team to address long and short-term staffing needs by communicating client specific requests.
• Demonstrates working knowledge of payer source requirements, including an understanding of Medicaid, MGA specific software systems, internal processes, policies and procedures.
• Communicates and escalates all client and field staff issues to management in accordance with MGA Policy.
• Effectively supports and executes the mission, ethics, and goals of the company.
• Represents MGA and themselves in a positive and professional manner.
• Completes work within designated time.
• Demonstrates a high level of honesty, integrity and accountability.
• Adheres to all company policies and procedures outlined in Employee Handbook, Employee Agreement, and/or communicated from management.

Requirements

• Bachelor’s Degree Required
• 2+ years’ experience in customer service role
• 1+ years’ experience in management position preferred
• Reliable means of transportation and flexibility to travel
• Current state driver’s license and automobile insurance.
• Must demonstrate ability to meet deadlines
• Strong communication skills required

Benefits 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

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