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Customer Care Manager (CCM)

BrightStar Care
Onalaska, WI Full Time
POSTED ON 3/30/2025
AVAILABLE BEFORE 5/30/2025
The Customer Care Manager is responsible for managing the daily office task through direct support of field staff and coordination of office duties.

Job Responsibilities

  • Is the lead with customer care process and procedure including the scheduling of field staff for private duty and medical staffing clients.
  • Responsible for managing unstaffed shifts to optimize caregiver availability to reduce overtime and lost revenue.
  • Heavy phone contact and point person for client, family, field staff and other inquiries
  • Assists the Director of Nursing with assessing the competency of staff to promote quality, continuity, and safety of a client’s care
  • Supervises, educates, and coaches other field personnel, as directed by the Director of Nursing
  • Provide information to be used for statistics, reports, and records for purposes of evaluation and reporting of organization activities
  • Oversee the touchpoint process and report results to leadership.
  • Assists in the development of organization goals and agency performance improvement activities
  • Assures proper maintenance of clinical records in compliance with Human Resources, local, state, and federal laws
  • Assures compliance with all Human Resources, local, state, and federal laws

Required Skills and Qualifications

  • Minimum of one (1) year of managerial or supervisory experience
  • Minimum of 2 years of experience in customer service in a doctor’s office, hospital, medical staffing or home health environment
  • Valid driver’s license: valid state required proof of auto insurance.

EDUCATION
  • High School Diploma required
SKILLS/ABILITIES
  • Excellent communication skills with the ability to communicate in a professional empathetic manner
  • Problem solver with the ability to be an innovative and creative thinker

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