Bilingual Client Service Manager

Job Description
In this role, you will be responsible for developing and managing relationships with assigned clients and field staff to resolve challenges and address concerns more quickly. The Client Service Manager 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.
Establish effective communication & utilize 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.
Build strong relationships with clients/families by being highly knowledgeable regarding individual staffing needs and clinician preferences/expectations to ensure appropriate staff placement.
Build strong relationships with clinicians by managing operational needs of therapists
Set proper and realistic expectations with clients regarding MGA’s service capabilities.
Manage therapist's schedules that accurately reflect regulatory guidelines and communicate with all parties involved.
Oversee accuracy of client chart
Appropriately log all non-clinical client & field staff complaints in accordance with MGA policy.
Manage therapist openings and waitlist with clinical team
Collaborate with recruiting team to address long and short-term staffing needs by communicating client specific requests.
Coordinate the intake process with clinical team to ensure appropriate field staff placement.
Demonstrate working knowledge of payer source requirements, including an understanding of Medicaid, MGA specific software systems, internal processes, policies, and procedures.
Communicate and escalates all client and field staff issues to management in accordance with MGA Policy.
Monitor missing/late field eCharts, overtime, missed coverage, and gross profit margins and takes steps to improve results.