Client Service Manager (1043)

Institute on Aging - Los Altos, CA

30+ days ago
Institute on Aging (“IOA”) works to enhance the quality of life for adults as they age by enabling them to maintain their health, well-being, independence and participation in the community. We serve a diverse population of older adults and disabled adults by providing innovative, community-based programs that enable our clients to live at home for as long as possible. We serve as an essential partner in the continuum of care by providing health services, social and emotional support, and education and advocacy.

Based in the Los Altos office, the Client Services Manager, facilitates the coordination and delivery of home care and support services to clients in Santa Clara, San Mateo, Alameda and Contra Costa county, as well as San Francisco and Marin as needed. This role focuses on quality assurance, delivery and coordination of client services and ongoing management of care in the home. The successful candidate is innovative, consistent and highly motivated with providing exceptional service to the community and strong customer services background.

ESSENTIAL JOB FUNCTIONS:
Facilitate the coordination and delivery of home care and support services to IOA clients.
Actively promote and protect integrity of IOA reputation.
Provide high-end client service and support, crisis intervention, and management of care in the home.
Strong verbal and written communication.
Establish and maintain current, accurate, and confidential files for each home care clients noting service issues, courtesy calls, assessments, care plans and ongoing communications regarding client’s needs.
Maintain strong customer service-based relationships with clients and staff.
Investigate all HCA-related complaints and issues along with the Staffing Manager effectively managing any issues or concerns in a professional and timely manner.
Ability to perform accurate and comprehensive intakes, initial assessments and re-assessments.
Fluency regarding IOA services with an emphasis on our Private Pay Geriatric Care Management, Adult Day Programs and Fiduciary Services.
Ensure that home care is provided according to all relevant policies, procedures, and regulation with a working knowledge of Department of Social Services Title 22 and elder abuse procedures.
When requested, represent IOA at community resource events.
Participate in interdisciplinary team meetings and request interdisciplinary consultation as needed to best address client needs.
Maintain client and staff confidentiality and privacy at all times.
Collaborate client cases and schedules with the staffing team to find the most reliable and appropriately matched Home Care Aides (HCAs) for IOA’s home care clients based on location, time, skills/needs, special requests, etc.
Arbitrate employment issues impacting home care aides and clients.
Participate in the orientation process of Home Care Aides as needed.
Actively promote IOA services to the outside community, including referral relationships while on client visits.
Reports to the Director of Client Services for all client updates, and decision making.
Complete other job-related duties as assigned.

REQUIRED QUALIFICATIONS:
Bachelor’s Degree or a minimum of two years’ experience in the field of aging services in a similar role.
Exceptional customer service skills.
Interface experience with customers.
Outstanding oral and written English language skills.
Experience in working with older adults and adults with disabilities.
Desire to work in a collaborative, interdisciplinary, team-oriented environment.
Ability to multi-task and work effectively in a busy, fast-paced, customer service-oriented environment.
A highly motivated self-starter and capable of working autonomously with strong problem-solving skills.
Proficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipment.
The mission that drives us: IOA wants everyone to AgeOn!

Institute on Aging works to enhance the quality of life for adults as they age by enabling them to maintain their health, well-being, independence and participation in the community.

Who we serve:
We serve a diverse population of older adults and disabled adults without regard to ethnicity, religion, sexual identity, or social status. We embrace the Bay area's vibrant and varied culture, celebrating the diversity of its inhabitants. We have a commitment to representing, honoring, and enhancing the journeys of all aging adults, including those from different cultural backgrounds as well as seniors within the LGBT community.

We continuously seek to embrace and uphold our values:
Integrity, Authenticity, Collaboration, Innovation, Accountability and Compassion.

A little about our benefits:
A fit for all, our benefits will have you covered whether you are single, married, or in a domestic partnership, including kids or no kids! We offer two healthcare plans to choose from, provide 9 paid holidays, one floating holiday, and two weeks paid vacation (three weeks after your 1-year anniversary hits). Additionally, we have paid parental leave, family medical leave, 403(b) plans, pre-tax commuter benefits and other options. We foster an open work environment that supports and promotes diversity, inclusion and individuality. Employee Resource Groups and wellness programs are also available.

We encourage you to learn more about IOA by logging onto www.ioaging.org/about-ioa

IOA is an Equal Opportunity Employer: minority/female/disability/veteran

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