Lead Client Service Manager

MGA Homecare has been providing Private Duty Nursing, Skilled Nursing Visits, Occupational Therapy, Physical Therapy, and Speech Therapy services within the home and community-based setting for over a decade. In 2022 MGA has opened its doors to 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 within Denver and surrounding areas.

We aim to help our patients and their families by delivering high-quality clinical care in the comfort of their homes. Our goal is to make the lives of our patients and their families easier by demonstrating compassion and integrity at the heart of everything we do. By bringing individualized attention and support throughout every home. MGA Homecare is proudly serving the states of Arizona, Colorado, North Carolina, Tennessee, Texas, and Washington, and are here to be a resource for patients and their families.

The Lead Client Service Manager will be responsible for maintaining existing business with current clients and families, growing business relationships with current clients and assisting in bringing new clients on board. The Lead Client Service Manager will help our patients and families to better understand the full potential of our products and act as liaison between the client and Client Service Managers.  In addition, they will also be responsible for collaborating with different work groups and departments to improve client support programs and enhance client satisfaction.   

Duties and Responsibilities   

• Training & Development: Conduct comprehensive training sessions for new and existing Client Service Managers (CSMs), covering all areas of their responsibilities to ensure team effectiveness and consistency. 

• Remote/Visit Calendar Management: Maintain and oversee the calendar for CSM remote work and in-home visits, ensuring that staff schedules are optimized for client needs and operational efficiency. 

• Field Staff PTO Approval: Process and approve field staff Paid Time Off (PTO) requests. 

• Nurse Shadow Shift Tracker for Payment: Track and document nurse shadow shifts to ensure accurate payment processing, working closely with payroll teams. 

• Covering Payroll for CSM Absences: Serve as a backup for CSM payroll processing during absences, ensuring timely and accurate submission of payroll data. 

• Fill-In Program Management: Oversee the Fill-In Program to ensure the timely assignment of fill-in staff as needed, minimizing disruptions in client services. 

• Monthly Journal Note Report: Coordinate the preparation and distribution of the monthly journal note report. 

• Intake List Clean-Up: Assist with the cleanup and maintenance of intake lists to ensure client information is current and accurate. 

• Assisting with Denials: Provide support in addressing and resolving service denials, working with appropriate teams to appeal or rectify issues promptly. 

• Schedule Needs Management: Manage scheduling needs for extending authorizations and other client-related requirements, ensuring services are provided without interruptions. 

• Universal Caseload Tracker Management: Oversee the Universal Caseload Tracker, ensuring all client data and service delivery are up-to-date for efficient monitoring and management. 

• Independent Caseload Management (CNA & PDN): Manage a caseload of PDN & CNA clients as well as associated staff, ensuring compliance with care requirements and high-quality service delivery. 

• Event Management: Collaborate with Local Leadership in planning and executing company events, ensuring all logistics, scheduling, and coordination are seamless. 

Requirements:

• Proven experience (1-2 yrs preferred) in a client service or operational support role, ideally within the healthcare or home care industry. 

• Strong organizational and time-management skills with the ability to handle multiple tasks simultaneously. Must adhere to and achieve required deadlines for work tasks. 

• Excellent communication and interpersonal skills, with the ability to work effectively with internal teams and external clients. 

• Knowledge of payroll, scheduling software, and case management systems. 

• Proficiency in Microsoft Office Suite; familiarity with healthcare management software is a plus. 

• Detail-oriented and committed to delivering high-quality service. 

Benefits are available to eligible employees on the first of the month after 30 days of employment and include: 

• Salary Range $70,000-72,500 

• Auto and phone allowances 

• 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) 

• 100% Company Paid 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. 

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