Client Operations Manager

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the "status-quo" and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.

Key Responsibilities:

• Supervision of CSMs: Directly supervise the Client Services Managers (CSMs), ensuring they effectively manage client cases, provide excellent service, and maintain operational standards.
• Team Leadership & Development: Lead and mentor the CSMs, providing training in areas such as consultative service approaches, client relationship management, and behavioral economics to enhance service delivery and client retention.
• Operational Oversight: Ensure CSMs adhere to operational protocols, including conducting accurate assessments, managing care plans, and coordinating collaboratively with Staffing Managers to match clients with appropriate caregivers.
• Client Journey & Satisfaction: Ensure CSMs are focused on enhancing the client journey from initial contact through service delivery, with a strong emphasis on satisfaction and retention. Monitor client satisfaction metrics and implement strategies to improve them.
• Coverage & Coordination: Ensure adequate coverage for all regions by overseeing scheduling and coordinating client service activities across the team.
• Risk Mitigation & Compliance: Monitor and mitigate risks associated with caregiver turnover, service disruptions, and regulatory compliance. Support CSMs in handling complex client or service issues in collaboration with HR and the Staffing Managers.
• Training & Knowledge Sharing: Lead initiatives to ensure all CSMs are well-trained in transitioning clients from sales liaisons, managing service continuity, and addressing evolving client needs.
• Consultative Approach: Support CSMs in providing consultative service to clients and referral partners, helping them understand client needs and providing solutions. Promote a service-driven approach to client relationship management.
• Cross-Functional Collaboration: Act as a point of contact between the CSMs and other internal departments, including Sales and Staffing, to ensure cohesive operations and seamless client experiences.
• Performance Monitoring: Evaluate the performance of CSMs, providing feedback, setting goals, and ensuring alignment with overall organizational objectives, particularly related to client retention and satisfaction.
• Quality Assurance: Implement and refine service failure protocols with team members to ensure quality. Monitor and oversee all quality activities related to client services.
• Client Care Services: Conduct home visits to observe care delivery and provide active client care services, including strong communication with clients and families.
• On-Call Support: Participate in an On-Call rotation and serve as a point of escalation for dissatisfied clients.
• Billing Oversight: Ensure client accounts are up to date with billing and communicate with families regarding overdue balances.
• New Hire Orientation: Develop new hire orientation for CSMs and participate in HCA new hire orientations, in-services, and trainings as needed to enrich the quality of caregiving staff.
• Continuous Improvement: Incorporate monthly training for best practices and facilitate standing CSM meetings to distribute protocols.

Qualifications:

• Bachelor's degree in Healthcare Administration, Aging Services, Social Work, Marketing, or a related field is required. Equivalent experience in client services, or related areas will be considered.
• At least 2 years of leadership or managerial experience preferred, with a proven ability to develop and mentor staff, even if outside of home care or healthcare sectors.
• At least 2 year of experience in client services in any industry (e.g., healthcare, hospitality, customer service) is preferred.
• Proven ability to improve client satisfaction and retention through strong service delivery and relationship management.
• Knowledge of Home Care Services regulations or experience with regulatory compliance preferred, but not required.
• Excellent organizational, communication, and multitasking skills, with the ability to manage multiple priorities simultaneously and lead a team effectively.
• Strong analytical and decision-making abilities, with experience in consultative service delivery and managing client expectations.
• Experience with operational improvements or implementing best practices in a service-based environment preferred.

Compensation:

Range: $ 75,852.31 - 95,513.23/annual

This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.

We encourage you to learn more about IOA by visiting us here.

IOA reserves the right to adjust work hours or duties when appropriate.

Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.