Institute on Aging
Client Service Manager
Institute on Aging, San Francisco, California, United States, 94199
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 Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain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.The Client Services Manager focuses on growth and development through marketing events, education, and partnerships. In addition to the creation of new referral relationships, acquisition of new clients and conducting assessments is at the core of this position. This role focuses on quality assurance, delivery, and coordination of client services and ongoing management of care in the home.Based in the San Francisco office, the Client Services Manager assists to facilitate the coordination and delivery of home care and support services to clients in Santa Clara, San Mateo, Alameda, and Contra Costa county, as well as San Francisco and Marin as needed. This role focuses on quality assurance, delivery, and coordination of client services and ongoing management of care in the home. The successful candidate is innovative, consistent and highly motivated with providing exceptional service to the community and strong customer services background.ESSENTIAL JOB FUNCTIONS:
Facilitate the coordination and delivery of home care and support services to IOA clients.Actively promote and protect integrity of IOA reputation.Provide high-end client service and support, crisis intervention, and management of care in the home.Strong verbal and written communication.Establish and maintain current, accurate, and confidential files for each home care client noting service issues, courtesy calls, assessments, care plans and ongoing communications regarding client’s needs.Maintain strong customer service based relationships with clients and staff.Investigate all HCA-related complaints and issues along with the Staffing Manager effectively managing any issues or concerns in a professional and timely manner.Ability to perform accurate and comprehensive intakes, initial assessments and re-assessments.Fluency regarding IOA services with an emphasis on our Private Pay Geriatric Care Management, Adult Day Programs and Fiduciary Services.Ensure that home care is provided according to all relevant policies, procedures, and regulation with a working knowledge of Department of Social Services Title 22 and elder abuse procedures.When requested, represent IOA at community resource events.Participate in interdisciplinary team meetings and request interdisciplinary consultation as needed to best address client needs.Maintain client and staff confidentiality and privacy at all times.Collaborate client cases and schedules with the staffing team to find the most reliable and appropriately matched Home Care Aides (HCAs) for IOA’s home care clients based on location, time, skills/needs, special requests, etc.Arbitrate employment issues impacting home care aides and clients.Participate in the orientation process of Home Care Aides as needed.Actively promote IOA services to the outside community, including referral relationships while on client visits.Collaborate across territories with client service team members to promote in-home care services and assist with client schedules.Reports to the Regional Director of Client Services for all client updates, and decision making.Complete other job-related duties as assigned.REQUIRED SKILLS & QUALIFICATIONS:
Bachelor’s Degree RequiredMinimum of one year experience in the field of aging services preferredExceptional customer service skillsInterface experience with customersOutstanding oral and written English language skillsExperience in working with older adults and adults with disabilitiesDesire to work in a collaborative, interdisciplinary, team-oriented environmentAbility to multi-task and work effectively in a busy, fast-paced, customer service-oriented environmentHighly motivated, self-starter and capable of working autonomously with strong problem-solving skillsProficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipmentCOMPENSATION:Range: $ 64,480.00 - 73,000.00/annualThis 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.This range does not include any additional equity, benefits, or other non-monetary compensation which may be included.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.
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Facilitate the coordination and delivery of home care and support services to IOA clients.Actively promote and protect integrity of IOA reputation.Provide high-end client service and support, crisis intervention, and management of care in the home.Strong verbal and written communication.Establish and maintain current, accurate, and confidential files for each home care client noting service issues, courtesy calls, assessments, care plans and ongoing communications regarding client’s needs.Maintain strong customer service based relationships with clients and staff.Investigate all HCA-related complaints and issues along with the Staffing Manager effectively managing any issues or concerns in a professional and timely manner.Ability to perform accurate and comprehensive intakes, initial assessments and re-assessments.Fluency regarding IOA services with an emphasis on our Private Pay Geriatric Care Management, Adult Day Programs and Fiduciary Services.Ensure that home care is provided according to all relevant policies, procedures, and regulation with a working knowledge of Department of Social Services Title 22 and elder abuse procedures.When requested, represent IOA at community resource events.Participate in interdisciplinary team meetings and request interdisciplinary consultation as needed to best address client needs.Maintain client and staff confidentiality and privacy at all times.Collaborate client cases and schedules with the staffing team to find the most reliable and appropriately matched Home Care Aides (HCAs) for IOA’s home care clients based on location, time, skills/needs, special requests, etc.Arbitrate employment issues impacting home care aides and clients.Participate in the orientation process of Home Care Aides as needed.Actively promote IOA services to the outside community, including referral relationships while on client visits.Collaborate across territories with client service team members to promote in-home care services and assist with client schedules.Reports to the Regional Director of Client Services for all client updates, and decision making.Complete other job-related duties as assigned.REQUIRED SKILLS & QUALIFICATIONS:
Bachelor’s Degree RequiredMinimum of one year experience in the field of aging services preferredExceptional customer service skillsInterface experience with customersOutstanding oral and written English language skillsExperience in working with older adults and adults with disabilitiesDesire to work in a collaborative, interdisciplinary, team-oriented environmentAbility to multi-task and work effectively in a busy, fast-paced, customer service-oriented environmentHighly motivated, self-starter and capable of working autonomously with strong problem-solving skillsProficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipmentCOMPENSATION:Range: $ 64,480.00 - 73,000.00/annualThis 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.This range does not include any additional equity, benefits, or other non-monetary compensation which may be included.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.
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