Customer Support Manager

Traditions Home Health Services is GROWING!

Traditions Home Health Services is a multi-million-dollar, premier non-skilled homecare service company located in Canton, MA.

At Traditions we, focus on matching certified nurse assistants (CNA) with seniors in need of assistance with daily living (ADL) wherever they call home, a residence, an assisted living facility, or a nursing home.  Traditions’ hallmark is creating personalized moments of joy for each senior, so they have purpose of life daily in addition to providing exceptional ADL care. The company has been granted the prestigious “Employer of Choice” award by The Home Care Pulse, a nationally recognized industry resource.

Customer Support Manager

This is a key role in the company.

The ideal candidate will participate in every facet of the company. 

Many days, the role will require critical thinking skills for situations that can become emergencies, quickly.

Exceptional communication skills are paramount as the Customer Support Manager will encounter clients and referral sources from many different phases in life, as well as caregivers where English can be a second language.

Details are critical in this position, as we need to be in exact compliance as we care for our clients.

Self-motivation and the ability to prioritize projects in a timely manner are key.

The ability to multi-task and switch gears in a fast-paced environment is important.

This role allows the candidate to be an integral member of a growing company and to go home each night knowing you were responsible for making someone else’s life safe and enriched.

Responsibilities:

• Assist the recruiting department with onboarding each caregiver into our human resource platform
• Teach each caregiver the technology needed to clock in/out, leave computerized detailed notes in the system, and how to navigate the payroll services
• Input each caregiver into the payroll system
• Validate that each caregiver is legal to work in the United States
• Complete detailed background checks with our contractor on each caregiver and inform the recruiting team and scheduler of any anomalies
• Reach out to past caregivers who have not accepted recent shifts to encourage them to reactivate and accept new shifts
• Assist in Interviewing caregiver’s candidates and offer impressions to the team. Upload comments into their profile
• Partner with recruiter and schedulers to assist with identifying potential caregivers for certain clients
• Support & assist the scheduling team with placing caregivers on private duty assignments as well as scheduling caregivers on staffing assignments
• Become acquainted with each caregiver in the system beyond the technical information input to become aware of subtle wants, characteristics, strengths and weaknesses
• Reach out to caregivers to help assist filling the shifts
• Maintain the database of caregivers in the system (400 caregivers)
• Validate each caregiver is aware of their shift commitments by reaching out to confirm their shift thus ensuring reduction in no-shows for a client
• Field quality control assurance by visiting certain clients and caregivers to make sure all needs are being met, and caregivers are meeting company general standards
• Manage and create marketing collaterals for current clients, future clients and caregivers alike.
• Work alongside the company marketing consultant.
• Participate in social media activities.
• Provide technical support for internal team and caregivers
• Review and maintain information regarding new changes to the system platform
• Assist with maintaining the human resources HRM System and CRM System for client development
• Participate in 7 day per week rotating on-call program every 4 weeks to support field caregivers and clients
• Engage in daily planning meetings and offer own suggestions
• Introduce services to ancillary resources for example councils on aging
• Attend trade shows as needed
• Meet and greet new caregivers who visit the office
• Answer the telephones as needed
• Assist caregivers who need help applying for the job
• Offer insight and suggestions to improve any systems
• Engage and understand certain financial and operational goals and metrics to improve the company’s progress.

Benefits:

• Strong compensation package
• Full benefit package including health and dental and vision options
• PTO ( accrued )
• Paid sick leave
• Direct daily access to management
• A friendly team spirited environment