client services manager resume example with 10+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Enthusiastic Residential Supervisor proudly offering over 11 years' experience overseeing group homes with tact and kindness to both residents and staff. An energetic individual capable of delegating tasks and pitching in to help wherever needed. Able to remain calm and composed in fast-paced environments.

  • Individual treatment plan supervision
  • Activities management
  • Team building and relationships
  • Shift coverage
  • First Aid/CPR
  • Planning and coordination
  • Organization
  • Budget monitoring
09/2021 to 01/2023
Client Services Manager National Veterinary Associates Purcellville, VA,
  • Handling Staffing Issues/Call outs
  • Monitoring the systems Continulink mail for Start Of Cares, Annual Reviews, Authorization Increases, Authorization Decreases, Plan Changes, and Modifier Changes.
  • Enter any Start Of Cares, Annual Reviews, Authorization Increases, Authorization Decreases, Plan Changes, and Modifier Changes into the Alayacare system for the Field Supervisor to complete the needed changes.
  • Review Service Plan Change Logs, Discharge Logs, Start of care logs daily.
  • Send weekly 2067s to Case Managers to communicate any changes per clients request, hospitalizations, new care partner start of care, ect
  • Complete Master schedule setups in Continulink after the client and care partner agree on a schedule.
  • Update master schedules based on data/changes.
  • Run client and care partner logging's daily and work on issues if needed.
  • Monitor/ Work on clients needing a care partner and get staffed, Follow-up with clients on hold weekly, Pending clients, CP Utilization Reports as needed.
  • Return all phone calls/messages- get a resolution with every one
  • Work all emails daily as they come through
  • Send out all COVID escalations to DIR only as needed
  • Schedule and complete verbal attendant orientations as needed.
  • Answer the telephone and greet the public.
  • -Greet visitors and assist them with their needs.
  • Schedule interviews for potential employees
  • Monitoring Vesta for employees clock in/out times
  • Print and File client/employee paperwork
  • Call HMO'S and Fax as needed
  • Review Care Partner annuals monthly and contact them to complete a new one before the month is up.
  • Run partially out of authorization reports daily and work until completed before payroll is pulled.
  • Communicating effectively, orally and in writing.
  • Operating a personal computer and use of software such as Microsoft Office applications.
  • Participate in on call rotation throughout the office.
08/2019 to 01/2020
Case Manager The Mentor Network Stuart, FL,
  • Composed work schedules for each staff member and confirmed that all shifts had proper coverage.
  • Provided a safe, supportive and caring living environment for every resident.
  • Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
  • Help residents living with Alzheimer's and Incontinence conditions with personal needs.
  • Completed daily resident welfare checks and coordinated with facility staff to meet all resident needs.
  • Communicate progress to clients on a weekly basis.
  • Review work of staff members and recommend improvements.
  • Helped clients with personal needs from exercise to bathing and personal grooming.
  • Assist with meal planning to meet nutritional plans.
  • Document information in patient charts and communicate status updates to Nursing Team.
  • Examined and addressed lacerations, contusions and other physical symptoms in need of further attention.
  • Engage with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.
  • Assist disabled individuals to foster independence while still closely monitoring safety at all times.
  • Perform light housekeeping duties such as, making beds, sweeping floors and sanitizing surfaces.
  • Assist patients with daily personal hygiene such as bathing, dressing and grooming.
  • Maintained clean and well-organized environment to promote client happiness and safety.
  • Administer all necessary medications as directed by care plan.
  • Transport patients to and from medical, dental and personal care appointments.
  • Develop strong and trusting rapport with each patient to facilitate best possible care and assistance.
  • Work with supervisory medical staff to review cases and improve care.
  • Engage client in physical and mental activities to sustain quality of life.
  • Assisted with basic care for elderly patients, including scheduling appointments and managing finances and legal matters.
03/2018 to 08/2019
House Manager Bios Corporation Nowata, OK,
  • Taught life skills, which included completing chores and cooking meals, offering positive reinforcement.
  • Oversaw the intake and discharge processes, which included filling out paperwork, for individuals.
  • Provided gentle assistance in the areas of hygiene and feeding to residents.
  • Researched and planned fun activities that would be enjoyable for both residents and staff.
  • Reviewed employee performance every month and delivered constructive feedback to improve weaknesses.
  • Supervised and trained Care Staff to provide exceptional service.
  • Handled individual finances.
  • Led staff meetings for Care Staff to communicate directives.
  • Identified areas requiring immediate improvement.
  • Monitored active treatments for each individual and discussed any issues for improvements with care staff.
  • Completed a monthly calendar of events for individuals to stay active within the community.
  • Checked Mars daily for completion.
06/2017 to 03/2018
Homecare Program Director The Mentor Network Verona, PA,
  • Managed program operations and provided strategic leadership for all workers.
  • Oversaw completion of productivity goals and educated employees on established company processes.
  • Monitored the EVV timekeeping system to follow up with personal care attendants on any errors.
  • Assured accurate entry of personal care attendant time between EVV timekeeping system.
  • Communicated with main branch regarding EVV timekeeping issues.
  • Worked with Payroll department to ensure that personal care attendants are paid correctly based upon the time entered into the EVV timekeeping system.
  • Prepared correspondence, memoranda, reports, reviews attendant time sheets for errors.
  • Answered and relayed phone calls and took messages
  • Assured documentation was in order for accurate/prompt billing.
  • Managed the day-to-day activities of the assigned program.
  • Monitored services provided for assigned client case load.
  • Assured that all program and licensure standards are met.
  • Provided support to office staff.
  • Travel required for client visits and community activities, as necessary.
  • Screened and interview candidates by phone or in person.
  • Verified employment and personal references of all applicants.
  • Coordinated schedules for new hires and enter new hire schedules into the EVV system.
  • Followed up on phone calls regarding care staff
  • Followed up with clients when a care giver called off.
02/2011 to 06/2017
Case Manager Pace Opportunity Centers City, STATE,
  • Collaborated with various healthcare providers to facilitate delivery of services.
  • Reviewed and recorded progress of patients.
  • Determined and coordinated appropriate level of care to meet individual patient needs.
  • Reviewed effectiveness of treatment for individual and family situations.
  • Assisted patients in receiving high-quality, appropriate care with best possible results.
  • Coordinated between various entities to manage cases.
  • Hire, Supervise, and evaluate Case Management staff.
  • Analyze program data and plan for program improvements.
  • Manage a case load with 15 residents and 25 staff
  • Complete staff trainings
  • Actively participate in client and program related meetings and trainings.
  • Making sure shifts are covered for the residents.
  • Coordinating and providing care that is safe, timely, effective, efficient, equitable, and client-centered.
  • Assessing clients' physical and mental wellness, needs, preferences and abilities, and developing a plan.
  • Listening to clients' concerns and providing counseling or intervention as required
  • Coordinated support services and optimized communication between healthcare workers and patients.
  • Developed appropriate care plans for at-risk individuals and high-risk families.
  • Managed all logistics for abuse and neglect cases from start to finish.
Education and Training
Expected in 05/2006
High School Diploma:
Pine Tree High School - Longview, TX
Expected in
: Psychology
Kilgore College - Kilgore, TX

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Resume Overview

School Attended

  • Pine Tree High School
  • Kilgore College

Job Titles Held:

  • Client Services Manager
  • Case Manager
  • House Manager
  • Homecare Program Director
  • Case Manager


  • High School Diploma
  • Some College (No Degree)

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