Lead Client Service Manager

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.