Client Relationship Specialist

Client Relationship Specialist

Accountable for overseeing the daily operations of the agency, which includes managing phone calls, handling paperwork via fax, and other related tasks. Assures phones are answered in a professional and courteous manner. Manages the reception area to ensure effective telephone and mail communications both internally and externally to maintain professional image. Conduct regular follow-up calls with clients to ensure their satisfaction with services. Conduct post admission follow up calls for any information clients / member needs or any questions to welcome them to the Agency. Perform a post-discharge follow-up call with clients after 30 days to ensure that their needs have been met. Address and resolve any issues or concerns raised by clients promptly. Initiate follow-up communication with clients and caregivers who have provided satisfaction survey scores of 8 or lower on Home Care Pulse. Customer feedback quarterly review and minutes. Coordinate and schedule nursing visits using Optimoroute software for efficiency. Serve as the primary point of contact for clients, providing exceptional customer service and addressing their inquiries and concerns. Serve as a point of contact for clients in the absence of their primary contact person. Coordinate with other team members to ensure clients' needs are met during their primary contact's absence. Develop and implement strategies to improve client retention rates and enhance the overall client experience.