Client Operations Manager

$75,852 - $95,513/Yr

Institute On Aging - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Social Assistance

About the position

The Client Operations Manager at the Institute on Aging is responsible for overseeing the daily activities of Client Services Managers (CSMs) to ensure high-quality client services and strong client relationships. This role involves providing supervision, guidance, and training to CSMs, streamlining processes, and improving client outcomes while maintaining operational standards and compliance.

Responsibilities

• Directly supervise the Client Services Managers (CSMs) to ensure effective management of client cases and service delivery.
• Lead and mentor CSMs, providing training in consultative service approaches and client relationship management.
• Ensure adherence to operational protocols, including assessments and care plan management.
• Enhance the client journey from initial contact through service delivery, focusing on satisfaction and retention.
• Oversee scheduling and coordination of client service activities across the team.
• Monitor and mitigate risks related to caregiver turnover and service disruptions.
• Support CSMs in handling complex client issues in collaboration with HR and Staffing Managers.
• Lead training initiatives for CSMs on transitioning clients and managing service continuity.
• Promote a consultative service approach to client relationship management.
• Act as a liaison between CSMs and other departments to ensure cohesive operations.
• Evaluate CSM performance, providing feedback and setting goals related to client retention and satisfaction.
• Implement quality assurance protocols and monitor service quality.
• Conduct home visits to observe care delivery and communicate with clients and families.
• Participate in an On-Call rotation for client escalations.
• Ensure client accounts are up to date with billing and communicate with families regarding overdue balances.
• Develop new hire orientation for CSMs and participate in training sessions for caregiving staff.
• Facilitate monthly training for best practices and standing CSM meetings.

Requirements

• Bachelor's degree in Healthcare Administration, Aging Services, Social Work, Marketing, or a related field.
• At least 2 years of leadership or managerial experience, preferably in client services.
• Proven ability to improve client satisfaction and retention through strong service delivery.
• Excellent organizational, communication, and multitasking skills.
• Strong analytical and decision-making abilities.

Nice-to-haves

• Experience in home care services regulations or regulatory compliance.
• Experience with operational improvements in a service-based environment.

Benefits

• Competitive salary range of $75,852.31 - $95,513.23 annually.
• Opportunities for professional development and training.
• Supportive work environment focused on client care and employee growth.