This Client Services Manager position serves as a consultant to both management and employees on clinical and nursing related issues. The successful Client Services Manager acts as a resource and advisor to employees and managers. The role listens, advises, and reports on nursing issues to the Location Director. Communicating needs proactively to the Nursing Team, the Client Services Manager works with the Leadership Team to develop and champion integrated solutions. The position formulates partnerships across shared services to deliver value-added service to management and employees that reflects the business objectives of the organization. The Client Services Manager maintains an effective level of nursing expertise, as well as business literacy and knowledge about Aveanna’s culture and its competition.
Creates and responds immediately to daily e-mail alerts from Indeed, Zip Recruiter, Craigslist, CareerBuilder and other sources; contacts potential candidates via email, phone and/or texts same day, multiple attempts (morning, lunch, end of day)
Checks recruiting system for new applicants each morning and every two hours throughout day; e-mails and calls all qualified candidates same day; documents and maintains applicant information in recruiting system including status changes
Schedules all qualified applicants for next available Assessment Center during first conversation with candidate when possible
Makes additional contact attempts to all previous active candidates that have not been reached to date
Responds to all new candidates immediately upon return contact
Direct mails one hundred (100) pieces of correspondence to potential applicants each week
Calls through both the list of active caregivers not billing hours and the list of previous employees each week, makes a minimum of twenty-five (25) calls per week
Reviews overtime weekly and recruits accordingly
Tracks new candidates via Excel and sends daily report to Director and other required individuals
Manages the staffing needs of the client as ordered by the physician
Maintains accurate system for tracking staff availability and staffing assignments
Creates, updates and distributes client schedules in a timely manner
Works with field staff and families to accommodate the best staffing match for the client
Maintains accurate client and employee information including demographics and preferences
Informs families of unexpected schedule changes and/or unstaffed shifts as soon as they occur
Collaborates with the Clinical Care Manager to addresses employee call-outs, tardiness and other personnel issues
Builds strong relationships with families, staff and referral sources Participates in the QI process as appropriate
Communicates staffing needs to the Director and/or Sourcing Partner
Participates in the on-boarding process as appropriate
Participates in marketing and development activities for clients, referral sources, and community outreach
Maintains active involvement with issues of cost containment, effectively utilizing staff within guidelines
Assists with human resources, payroll and other administrative duties as assigned
Demonstrates knowledge and adherence to PSA policies and procedures
Utilizes reports and collaborates with the Clinical Care Manager to ensure that field staff is appropriately credentialed
Performs other duties as assigned by the supervisor
This position has no direct supervisory responsibilities.
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones
Frequent walking, climbing stairs.
Getting into and out of a car when providing visit care, conducting supervisory visits or traveling with a patient.
Must be able to respond to emergency situations in the home or during transport. This may require physical strength, agility, and ability to function under stressful circumstances to evacuate a patient, to provide physical support to the suddenly weak or disabled patient, or to perform one-man CPR for a prolonged period
Must be able to function in a wide variety of environments which may involve exposure to communicable disease, household animals, latex, or other sources of allergic response and that cannot always be controlled by the employer.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position regularly requires long hours and occasional weekend work as job duties demand
Approximately 10%, travel is local during the business day with occasional overnight travel as needed
Required Education and Experience
Two years of management experience
One or two years of pediatric/neonatal experience preferred
One year of home care experience highly preferred
Valid Driver’s License and Acceptable Motor Vehicle Record (MVR)
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.