Client Services Specialist - Addison Group

Role: Client Services Specialist

Location: Philadelphia, PA

Job Type: Full Time, On-site

Pay Rate: $20-22/hour

Internal Job ID: 

An Addison Group client is looking for a Client Services Specialist to join their team in Philadelphia, PA!

Responsibilities:

- Collaborate with client services coordinators to create action plans for filling open shifts.

- Source, recruit, interview, and manage onboarding paperwork for Direct Care Workers (DCWs) to ensure client coverage.

- Foster positive relationships with newly recruited caregivers and those available for work.

- Build and maintain strong connections with clients requiring agency staffing.

- Conduct regular check-ins with clients needing agency support.

- Provide compassionate customer service and resolve issues effectively.

- Carry out feedback calls with DCWs and clients to ensure satisfaction.

- Troubleshoot issues and facilitate communication between AmeriBest departments for resolution.

- Handle calls from clients and DCWs who are departing services.

- Act as a point of escalation to address client and caregiver issues, focusing on retention.

- Implement strategies to enhance the service experience for clients and caregivers, aiding retention efforts.

- Serve as a liaison between the company and external service coordinators to meet client needs.

- Monitor staffing metrics and trends to support client and caregiver retention.

- Assist the Growth team with new client staffing as necessary.

- Provide support to the Client Services team with staffing needs.

- Generate productivity reports upon request.

- Attend meetings as needed.

- Perform other assigned duties.

Requirements:

- Minimum 1 year of experience in customer service, sales, recruiting, marketing, or public relations.

- At least 1 year of experience in the home care industry.

- Preferred Bachelor’s Degree in Business, Marketing, Communications, Healthcare Management, or a related field.

- Strong verbal and written communication skills.

- Ability to prioritize tasks and manage multiple responsibilities.

- Sense of urgency and adaptability to changing priorities.

- Enjoy working in a multicultural environment.

- Entrepreneurial and goal-oriented with a positive attitude.

- Ability to build and maintain strong relationships with community members, caregivers, families, and support coordinators.

Compliance Expectations:

All AmeriBest associates are required to adhere to company policies and procedures, including:

- Participation in investigatory activities as needed.

- Reporting any violations of AmeriBest policies.

- Conducting oneself ethically in line with the AmeriBest mission statement and Standards of Conduct.

- Protecting the privacy of sensitive records and complying with applicable laws, including HIPAA.

Competencies/Skills:

- Excellent organizational, oral, and written communication skills; strong problem-solving abilities.

- Planning and organizing: effectively prioritize and plan work activities.

- Communication: persuasive communicator who listens and seeks clarification.

- Strong telephone and customer service skills.

- Demonstrates empathy towards clients and their families.

- Proficient in basic Microsoft Office applications, EMR systems, and relevant internet resources; experience with HHAeXchange is a plus.

- Ability to manage competing demands and prioritize responsibilities independently.

- Function effectively as part of a team.

Education and Experience:

- Associate’s Degree or equivalent experience.

- Minimum 1 year of customer service experience.

- Familiarity with the Pennsylvania Medical Assistance Program (Medicaid) and home care waivers is advantageous.

Preferred Experience:

- At least 1 year of recent experience in a home care agency or related healthcare field.

- Bachelor’s Degree or equivalent experience.

- Previous experience working with consumers, the elderly, and their families.

- Background in marketing and recruiting.

- Strong computer proficiency, including Microsoft Office and Excel, general accounting software, and knowledge of home health database software.

Physical Demands:

- Regularly required to sit and use hands for various tasks.

- Occasionally required to stand, walk, and reach with arms.

- May need to lift and/or move up to 30 pounds.

- Vision abilities include close vision, peripheral vision, depth perception, and the ability to adjust focus.

- Occasional driving in congested areas.

Work Environment:

- Primarily in a business office environment.

- Required travel to client residences and other sites to support client care needs.

- Moderate noise levels typically.

Why choose Addison Group? 

• Pay: We negotiate high salaries using the US Bureau of Labor Statistics.
• Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, and 401k. 
• Permanent Employment: Many of Addison's job openings lead to potential permanent employment.
• Connections: You connect directly with hiring managers.
• Options: You are presented multiple employment options near your home.
• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation 

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.