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Client Service Manager - job 1 of 3

Company Description

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.
 
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.

Job Description

The Client Services Manager (CSM) is responsible for developing and managing relationships with assigned clients and field staff to more quickly resolve challenges and address concerns. The CSM oversees all non-clinical aspects of the provision of care that includes the utilization of authorized hours, the vetting of potential candidates, and the management of communication between clients, field staff, and office personnel. The core focus of the position is to ensure client satisfaction and increase client retention. This position reports directly to the Client Services Supervisor, Director of Operations, or the Administrator. 

Duties and Responsibilities  

  • Demonstrates a working knowledge of therapy services and the deficits/diagnosis/vocabulary associated with those services. 
  • Collects and documents Referral information for Therapy services. Communicates the referral needs during staffing meetings to engage services for the client. Follows through with problem solving barriers to services being initiated. 
  • Troubleshoots authorization and client family needs in order to determine feasibility and financial responsibility regarding therapy services. 
  • Coordinates admission prior to therapy evaluation with client caregiver. Completes required consent paperwork to initiate services in an accurate and timely manner. 
  • Demonstrates an understanding of who to collaborate with regarding family dynamic concerns from the clinician or the client receiving services. With the goal of maintaining a positive work environment for staff and clients. 
  • Coordination of services with external providers and support for families attempting to access services in addition to those provided by MGA Homecare. 
  • Establishes effective communication & utilizes critical thinking and problem-solving skills to serve as the primary point of contact for all non-clinical issues or questions between clients, field staff and office personnel. 
  • Builds strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement. 
  • Sets proper and realistic expectations with clients regarding MGA’s service capabilities. 
  • Appropriately logs all non-clinical client & field staff complaints in accordance with MGA policy. 
  • Collaborates with recruiting team to address long and short-term staffing needs by communicating client specific requests. 
  • Demonstrates working knowledge of payer source requirements, including an understanding of Medicaid, MGA specific software systems, internal processes, policies and procedures. 
  • Communicates and escalates all client and field staff issues to management in accordance with MGA Policy. 
  • Participates in the on-call rotation for after-hours service issues. 
  • Effectively supports and executes the mission, ethics, and goals of the company. 
  • Represents MGA and themselves in a positive and professional manner. 
  • Completes work within designated time. 
  • Demonstrates a high level of honesty, integrity and accountability. 
  • Adheres to all company policies and procedures outlined in Employee Handbook, Employee Agreement, and/or communicated from management. 

Qualifications

  • Bachelor’s Degree Preferred 
  • 2+ years’ experience in customer service role 
  • 1+ years’ experience in management position preferred 
  • Reliable means of transportation and flexibility to travel 
  • Current state driver’s license and automobile insurance. 
  • Must demonstrate ability to meet deadlines 
  • Strong communication skills required 

Additional Information

Benefits include:

  • Base Salary starting at $57,000
  • 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)
  • 7 Company Paid Holidays
  • 100% 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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CEO of MGA Homecare
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W. Bradley Bennett
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Average salary estimate

$57000 / YEARLY (est.)
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$57000K
$57000K

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What You Should Know About Client Service Manager, MGA Homecare

At MGA Homecare, we are looking for a passionate Client Service Manager to join our dynamic team in Denver, CO. This role is key to developing and managing robust relationships with our clients and field staff, ensuring that we can swiftly resolve any challenges they might face. As a Client Service Manager, you'll oversee the non-clinical aspects of care, coordinating service referrals and communicating effectively between clients, field staff, and our office personnel. You'll dive deep into understanding therapy services and their associated needs while working towards a main goal: enhancing client satisfaction and retention. Your days will be filled with fulfilling tasks such as collecting referral information, troubleshooting authorization issues, and setting realistic expectations with our clients about the services we provide. Partnering closely with external providers will also be a part of your job, supporting our families accessing various services. We’re looking for someone who excels in communication and is comfortable utilizing problem-solving skills to be the go-to contact for non-clinical concerns. With generous benefits starting at a $57,000 base salary, MGA Homecare values integrity and accountability as we strive to deliver high-quality support in the homes of those we serve. If you're ready to make a real impact, we'd love to meet you!

Frequently Asked Questions (FAQs) for Client Service Manager Role at MGA Homecare
What responsibilities does the Client Service Manager at MGA Homecare have?

The Client Service Manager at MGA Homecare is responsible for developing and managing client relationships, overseeing non-clinical care provision, and ensuring effective communication between clients, field staff, and office personnel. They also troubleshoot authorization issues, coordinate services, and maintain client satisfaction and retention.

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What qualifications are required for the Client Service Manager position at MGA Homecare?

To qualify for the Client Service Manager role at MGA Homecare, candidates should preferably hold a Bachelor’s Degree with at least 2 years of experience in a customer service role and 1 year of management experience. Communication skills, flexibility in travel, and strong organizational skills are also necessary.

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How does the Client Service Manager support clients at MGA Homecare?

The Client Service Manager at MGA Homecare supports clients by ensuring their therapy service needs are met promptly and effectively. They engage in problem-solving to overcome barriers and maintain strong lines of communication, fostering a positive environment for both clients and staff.

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What is the salary range for the Client Service Manager position at MGA Homecare?

The Client Service Manager position at MGA Homecare offers a starting base salary of $57,000, along with various benefits including allowances for transportation and phone, health coverage, retirement plans, and paid time off.

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What impact does the Client Service Manager have on patient care at MGA Homecare?

The Client Service Manager significantly impacts patient care at MGA Homecare by ensuring that services are delivered smoothly and efficiently. They act as a primary point of contact for families and clinicians, ensuring that all non-clinical issues are addressed quickly to uphold the quality of care provided.

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Common Interview Questions for Client Service Manager
What made you apply for the Client Service Manager position at MGA Homecare?

Candidates can emphasize their passion for patient care and their desire to work in a supportive, community-focused healthcare environment. Expressing admiration for MGA Homecare's mission can also resonate well.

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How do you prioritize tasks in a busy work environment?

Share strategies such as creating to-do lists, using project management tools, or setting deadlines to keep track of urgent matters. Stress the importance of effective communication with team members to adjust priorities as necessary.

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Can you discuss a time when you resolved a conflict with a client or colleague?

Provide a specific example demonstrating the steps you took to understand the issues, communicate openly, and reach a mutually beneficial resolution. Highlight your conflict resolution skills and ability to maintain positive relationships.

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What strategies do you use to ensure client satisfaction?

Discuss actively listening to client needs, regularly reviewing feedback, and making necessary adjustments to improve services. Show your commitment to continuous improvement and client engagement.

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How do you manage communication among various stakeholders?

Explain the importance of clear, consistent communication methods, such as regular check-ins, using collaboration tools, and ensuring everyone is updated on critical developments for seamless operations.

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Describe your experience with behavioral therapy services.

Even if you have limited experience, you can touch on your knowledge of the field, relevant academic background, or related customer service experience. This can showcase your readiness to learn more about therapy services.

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What do you consider the most challenging aspect of the Client Service Manager role?

Focus on the balance of addressing urgency versus strategic planning. Share how you would tackle this challenge through proactive communication and being adaptable.

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How do you handle a situation where a client is not happy with our services?

Illustrate your approach by emphasizing active listening, empathizing with the client's concerns, and working collaboratively to craft a solution that meets their needs while maintaining company standards.

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What is your approach to building and maintaining relationships with clients?

Share your beliefs in personalized touches, such as follow-ups, regular check-ins, and being readily available for inquiries. Highlight the importance of empathy and trust in fostering strong relationships.

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How do you keep up with changes in healthcare policies affecting service delivery?

Mention your strategies for staying informed, such as subscribing to industry newsletters, participating in professional networks, or attending relevant workshops to ensure you're always updated.

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