Client Services Manager

We are seeking a Client Services Manager to be responsible for supervising, coordinating and maintaining Home Health Aide coverage for all clients on a daily basis. In conjunction with the designated contract personnel and/or the Registered Nurse. Client Service Manager must assure compliance with the New York State Department of Health regulations, The Joint Commission standards, and HAPI's policies and procedures.

Job Description:

Coordinates Home Health Aide coverage for all clients.

a. Maintains current and accurate availability list of aides registered and cleared to work with HAPI.

b. Selects and assigns appropriate aides for clients and documents assignment immediately.

c. Ensures that aide understands assignment, e.g., address, phone, days, hours, etc.

d. Arranges for back-up personnel for emergencies and/or absences.

e. Maintains accurate and timely documentation and automation of all interactions and communications related to assignments, with aides, clients, and contracts.

f. Maintains accurate schedules of aides' work assignments and corresponding client schedules.

g. Updates automation of calendars and daily call sheets as changes occur.

h. Updates schedules in HHAExchange as required.

i. Maintains accurate and complete personnel profile cards.

j. Advises recruitment and compliance manager, payroll manager and finance department, of all changes in data pertaining to personnel files in a timely manner.

k. Confirms with aides, their prospective work schedule, including Transportation directions.

l. Touches base with a new aide, within one day of placement, to assess status of new position at HAPI.

*2. Acts as supervisor and resource person to aide for information about HAPI policy and procedure; client data; contract information.

a. Supervises aide in non-clinical aspects of job.

b. Calls aide at assignment, on a random basis, to validate attendance and timeliness.

c. Assures that aides use HHAExchange system as instructed.

d. Evaluates aides' work performance, annually.

e. Assures aides' compliance with DOH regulations, including (but not limited to) In-service attendance, Annual Skills Competency, Annual Health Assessments.

*3. Participates in disciplinary proceedings.

a. Provides progressive discipline to employees, including written counseling reports.

*4. Maintains documentation of all interactions, communications, disciplinary actions and aide assignments.

a. Documents call to and from aides, as well as matters pertaining to aides' attendance on internet in an accurate and timely manner.

b. Assure that all documentation and/or automation related to provision of care is completed timely.

c. Completes incident reports in an accurate and timely manner.

d. Completes complaint reports in an accurate and timely manner.

e. All record keeping methodologies are to be consistent with HAPI's policies.

*5. Participates in HAPI's ongoing Quality/Performance Improvement activities.

a. Participates in Performance Improvement team projects as assigned.

b. Is aware of HAPI's Best Practices Program.

Accepts on-call coordination assignments on a rotating basis.

a. Maintains log of all telephone calls, staffing changes and new assignments on evenings, weekends and holidays.

b. Covers client/aide schedules on evenings, weekends and holidays.

c. Assures, via HHAExchange, that clients have coverage as arranged.

d. Assures appropriate and timely contact with contract personnel on evenings, weekends and holidays.

e. Provides accurate documentation of evening, weekend and holiday activity, and disseminates to DPS and all Client Service Managers and other team members by next business day.

f. Immediately input into automated system, call outs and new assignments (including reliefs) on personnel profile cards and automated schedulers.

*7. Participates in marketing activities.

a. Promotes HAPI services to active and/or prospective clients on the telephone.

b. Call new clients within a week of service, to determine satisfaction with service.

c. Notifies DPS immediately regarding any feedback received from clients, aides, and/or contract agencies concerning their satisfaction and/or lack of satisfaction with services provided by HAPI.

*8. Performs other duties as assigned at times of emergency, or at request of agency DPS and AVP.

Skills & Requirements


The successful candidates will possess a minimum of a High School diploma or equivalency Bachelor's degree is a plus. Previous office and/or strong customer service skills, including computer knowledge, and HHAExchange system. Two years' experience in a Licensed Home Care Agency strongly preferred, Bilingual (English/Spanish) strongly preferred.

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