Job Description

Client Services Representative (CSR)

Position Overview:

Facilitate the day-to-day operations of the branch office including but not limited to; sales, customer service, human resources, and support for the clinical team, if applicable. Responsible for assisting in branch sales growth via providing customer service, fielding incoming calls, ensuring client satisfaction and procuring prospective business leads as well as communicating with caregivers.

Essential Job Functions:

• Responsible for the supervision and performance management of field staff(establishing, mastering, counseling, and correcting) to maintain quality of care and appropriate staffing levels
• Responsible for case management within branch to provide outstanding care meeting the company’s mission for each client
• Respond to client grievances and complaints with through documentation and attention to their concerns.
• Resolve the issue while providing high quality customer service
• Respond to caregiver complaints with thorough documentation and attention to their concerns
• Resolve the issue while providing high quality customer service
• Respond to initial incident reports, asking derailed questions to identify root causes of the issues
• Coordinate staffing of clients’ shifts according to the clients care plan
• Conducts satisfaction with clients on a quarterly basis and take action as needed to provide high client satisfaction levels
• Acquire and retain key accounts for contributions towards office goals
• Manage relationships with referral sources to result in a steady referral stream from each
• Upkeep the company’s electronic health record system to ensure provision of quality care and documentation of an accurate record of company, client, and caregiver actions
• Business development, including identifying and pursuing growth opportunities that contribute to branch goals
• Produce and participate in marketing initiatives to spread awareness about OSH and its services
• Conducts proactive sale calls and coordinates strategic meetings to grow branch income
• Assist perspective clients with the enrollment process for services
• Responsible for ensuring field staff/client interpersonal and relationship management
• Review payroll records against plan of care to identify and fix fraud and/or inaccuracies
• Provide case management and staffing services as described during on-call duties after hours and on weekends
• Performs all other duties as required and assigned by OSH representative
• Follows Open Systems Healthcare’s Policies and Procedures
• Follows Federal, State, and Local laws and regulations pertaining to home care services

Education and Experience:

• Experience in customer service and sales is preferred.
• Experience in home care is preferred.
• Evidence of Tuberculosis screening that meets CDC guidelines.
• Basic understanding of Microsoft office

Preferred Competencies:

• Able to work in a fast-paced work environment.
• Ability to effectively communicate externally as well as internally with all levels of the organization
• Focus on Client needs: Anticipate, understand, and responds appropriately to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters
• Ability to handle confidential information in compliance with HIPPA.
• Ability to handle sensitive information in a calm and professional manner
• Ability to lead change and innovation
• Ability to manage multiple tasks on a daily basis and manage time efficiently
• Public relations ability, interpersonal skills and professional telephone manner
• Resourcefulness
• Attention to detail
• Interpersonal communication

Working Conditionals and Physical Demands:

• The employee is occasionally exposed to a variety of conditions at client sites
• 50% or more travel time possible dependent on branch and need
• Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected
• Ability to perform tasks involving physical activity, which may include light-medium moving and extensive self-positioning

Open Systems Healthcare, Inc is an EEO Employer: All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, sex, religious creed, disability or any other category protected under law.

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