Client Service Manager - Healthcare

• Ensures all sites have up to date and complete Site Orders both in hard copy on site and in digital copy on the network server.
• Ensures that there are thorough Site Training and Employee Orientation programs in place at all sites within the portfolio and that all newly-assigned staff demonstrates competence on site.
• Supports Human Resources to ensure sufficient resources are available to meet the company's obligations.
• Ensures that there are adequate numbers of trained security staff to meet all of Paladin's contractual obligations within the portfolio of business.
• Monitors Incident Reports and takes appropriate action on the reports that are related to sites within the portfolio.Prepares Key Performance Indicator reports for regular review with clients, as applicable.
• Monitors all accounts receivable of clients within the portfolio and assists accounting when needed to ensure all accounts are kept up to date.
• Ensures that all services provided by staff assigned within the portfolio are delivered in accordance with the client's wishes and best interests and in accordance with Paladin's Code of Ethics.
• Ensures invoices are accurate based on employee hours and client bill rates.
• Performs interviews and meets all new staff being considered for sites within the portfolio.
• Ensures all staff within his/her portfolio have adequate training based on industry, and corporate and client standards.
• Provides motivational and disciplinary discussions with all staff assigned within the portfolio as needed.
• Performs evaluations of staff assigned to sites on an as needed basis and in accordance with company policies.

• Develops and maintains excellent relationships with the clients in the portfolio.
• Make consistent visits to client sites to ensure needs and goals are being met and fulfilled.
• Ensures clients and tenants of the client are aware of and satisfied with the services provided and offered by the company.
• Develops and maintains frequent security evaluations of client facilities and ensures appropriate recommendations are made to clients so that their security needs are met.

• Responds to communications from clients or staff in a timely manner.
• Communicates appropriate information to others as needed to ensure that any outstanding issues are dealt with in a timely fashion.
• Remains on-call to act as an after-hours resource for emergencies.

• Analyzes business margins on a contract by contract basis to ensure the portfolio of business remains profitable. Margins will be reviewed on a monthly basis at a minimum.
• Assists in negotiating billing rates with the clients in the portfolio to ensure they remain consistent with expected margins.
• Ensure the successful implementation of Business Metrics is achieved according to the portfolio needs and goals.
• Leverages Paladin's best practices, innovations and company advancements to better support our client, people, and programs.
• Performs other duties as requested to assist with corporate and/or branch needs.

Paladin Security