JOB SUMMARY

The Customer Care Manager - Remote (Float) is responsible for managing the daily office tasks through direct support of field staff and coordination of office duties for multiple office locations.

MAJOR DUTIES AND RESPONSIBILITIES

• Performs as the lead with customer care process and procedure including the scheduling of direct care staff for private duty and medical staffing clients.
• Responsible for managing unstaffed shifts by optimizing caregiver availability to reduce overtime and lost revenue.
• Supports multiple locations and manages large amounts of inbound and outbound calls in a timely manner as point person for client, family, direct care staff and other inquiries.
• Supervises, educates and coaches direct care staff in non-clinical matters.
• Participates in after hours on-all rotation for multiple regional locations.
• Provides information to be used for statistics, reports, and records for purposes of evaluation and reporting of organization activities.
• Oversees the touchpoint process and reports results to leadership.
• Assists in the development of organization goals and performance improvement activities.
• Assures proper maintenance of records in compliance with Human Resources, local, state, and federal laws.
• Assures compliance with all Human Resources, local, state, and federal laws.

REQUIRED QUALIFICATIONS

EDUCATION

• High School Diploma or equivalent is required.

RELATED WORK EXPERIENCE

• Minimum of one (1) year of managerial or supervisory experience.
• Minimum of two (2) years of experience in customer service in a doctor’s office, hospital, medical staffing, or home health care environment.

SKILLS & ABILITIES

• Excellent communication skills with the ability to communicate in a professional, empathetic manner.
• Experience using computer programs.
• Problem solver with the ability to be an innovative and creative thinker.
• Licensed driver with reliable transportation that is insured in accordance with the organization’s requirements.
• Clean motor vehicle record, background and criminal record.
• Adherence to HIPAA and ability to maintain confidential information.

WORKING CONDITIONS

• This role is a remote position. The role may require on-site meeting attendance on occasion.

PHYSICAL REQUIREMENTS

• The ability to remain in a seated or standing position for long periods of time.
• Visual and hearing acuity.