The Behind-the-Scenes Superstars of Feinberg Consulting
If you’ve ever called our office, you’ve probably spoken with one of our Client Services Managers (CSM). The CSMs are an integral part of our company, providing assistance to both clients and case managers. They’re the behind-the-scenes multitaskers who make sure our clients receive the care they need. Here are six ways the CSMs are an important asset to our team.
They support our clients behind-the-scenes. Our client service managers don’t regularly work with clients on a person-to-person basis. However, their role is vital to ensuring we can provide care because they work with both office staff and employees.
They work with case managers AND clients. One of the main responsibilities of a CSM is to serve as a resource to case managers. “We help case managers keep track of things,” says Rebecca Clarke. “We do things like let them know when certain prescriptions or forms are about to expire, take calls for them when they’re in appointments and unable to answer the phone, and make sure their case management reports and other important documents get to the people who need them.”
They’re the first point of contact for anyone who calls the office. In addition to the supporting case managers, one of their most important roles is to be the first point of contact when new clients call our office. “For clients, we get them set up with a case manager when they first come to us and make sure the case manager gets all the information they need about the client’s situation; we’re a listening ear when their case manager is with another client and unavailable,” says Clarke.
They understand the challenges clients and case managers’ face. The Client Service Managers understand how difficult it can be to call and ask for help during a crisis. Communicating with families and helping meet their needs is one of the aspects of the job Rebecca Clarke finds most rewarding. “Hearing the relief of a person in crisis when they hear we can help them, hearing from clients once they’re through the hardest part of recovery, and how much of a difference Feinberg Consulting made to them.”
They’re multi-taskers. The day-in-the-life of a CSM tends to change constantly. “It is never the same,” says Clarke, “But it always involves being available for callers who need information or resources, reviewing case management reports and invoices and sending them to everyone who needs them, ensuring the appointment letters, prescription requests, and records get to who needs them, and making sure our team in the office and out working with clients are up to date on changes we’re making to continually improve the service we provide to the community.”
When you’re a CSM, every day changes. So what is it that makes the CSMs feel they’re making a difference in the lives of our clients? Jessica Kowalchuk, who works as a CSM for both the catastrophic and addiction service lines, has some insight. “Being a CSM is a balancing act, and every day can be drastically different from the last. One thing I have learned during my time as a CSM is that change is the only constant. I’ve heard that phrase often in my life, and have really learned to embrace it in this position. We are constantly striving to improve our processes in order to provide the highest level of care to our clients and their families. It’s very rewarding to know that my work is supporting our case managers in helping our clients reach their maximum potential in healing.”