Title:Customer Service Manager
Job Category:Operations Management
Line of Business:HomeCare Services
About this Career Opportunity:
The Customer Service Manager (CSM)
is responsible for managing quality care, customer service, employee
performance, and overall customer satisfaction for our valued clients. The CSM is also responsible for supervising,
guiding, and directing office staff and other staff who provide direct client services. The position involves utilization management,
hiring, disciplining and terminating employees as appropriate, overseeing
employee scheduling, identifying problem situations, and implementing proactive
solutions to drive optimum outcomes and quality services for staff and clients
Duties - Utilization Management
+ Review weekly and monthly metrics and conduct analysis to ensure financial management and net-hours growth to meet Branch goals.
+ Address issues related to utilization and create action plans to increase served hours and optimized utilization.
+ Analyze monthly financial statements for branch and implement strategies to increase profitability. Manage operating expenses (profit and loss (P&L) responsibility) to maximize contribution. Develop and execute branch's annual business plan.
+ Independently assess each client’s needs to determine if additional services should be requested. Identify care-plan modification needs, oversee and implement the plan of care for changes and quality.
+ Maintain data integrity in client-scheduling software system.
Duties - Customer Management and Quality Care
+ Take action to resolve client-related issues including contacting both internal and external customers to address matters affecting utilization.
+ Partner and communicate with all members of the client’s circle of care which may include, but is not limited to, family members, assigned Power-of-Attorney spokesperson, community partners and related agencies.
+ Manage diverse payor sources. Ensure proper documentation and record-keeping for agency payors.
+ Conduct periodic home visits and safety checks.
+ Maintain strong and positive relationships with referral partners, payor sources, and clients.
+ Direct and participate in on-call responsibilities as needed.
Duties - Supervision of Staff
+ Manage and determine client service schedules to ensure adequate staffing. Process completed visits for payment.
+ Identify branch staffing needs. Identify quality candidates. Recruit, screen and select direct-care staff based on referrals.
+ Evaluate, supervise, train, and provide feedback to Direct Care staff to ensure quality care and service.
+ Identify problem situations, and develop/implement solutions for optimal outcomes.
+ Conduct performance reviews. Implement corrective actions, and/or other disciplinary actions including employee terminations.
+ Responsibilities may include assigning tasks and providing supervision to other Branch or Administrative Employees.
Duties - Compliance
+ Ensure HomeCare services are in compliance with agency philosophy, policies/procedures, and in accordance with Federal, State, and local licensing laws and regulations.
+ Maintain a full understanding of clients’ agreed Plans of Care and ensure adherence to plans for each client served.
+ Contact case managers and payors with recommendations regarding Plan of Care compliance based on client needs.
+ Monitor and report on changes in clients’ Plans of Care, services, or conditions as required.
+ Support and implement initiatives related to Branch Growth.
+ Analyze/review funding source documents and Care Plans to ensure caregiver compliance.
or Bachelor’s Degree in Business, Nursing, Social Services, or related field of
study preferred (per regulatory requirements).
School Diploma Required.
+ Prior experience delivering services to the elderly, disabled, or developmentally disabled preferred (per regulatory requirements).
+ Excellent Customer Service Skills.
+ Previous experience in a supervisory role preferred.
+ Previous experience with community service, client service or staffing/schedule management experience.
+ Knowledge or previous experience working in an office setting with computers, phones, and other related tasks.
+ Driving Required. Must have valid driver’s license and current auto insurance
Work Environment and Physical Demands
+ Individual must have the ability to stand and work or have mobility through mechanical assistance.
+ Must be able to lift and carry items weighing up to 20 pounds.
+ Must be able to communicate both verbally and in writing.
+ Primarily sedentary which requires stooping, bending, hearing, and vision in order to operate phone, computer and facsimile.
ResCare offers a comprehensive benefits package to full-time employees including medical, dental, vision, paid time off, disability, life, and tuition reimbursement. All employees age 21 and older are eligible to participate in the 401(k) retirement savings plan.
ResCare also offers a PayOUT program that allows employees to set their own pay day.Click hereto learn more about this program.
About Our Company
Join us in transforming peoples' lives and their communities!ResCare is a one-of-a-kind human services company offering services for people with intellectual and developmental disabilities, home care for seniors, as well as education, vocational training, and job placement for people of all ages and skill levels. Right now, we have an exciting opportunity for you to join our team as a Customer Service Manager.
About this Line of Business
As one of the industry’s largest providers, HomeCare services offers care for more than 20,000 individuals across the country. We deliver quality, compassionate and highly individualized in-home care and support that helps seniors stay at home – all while maximizing their dignity, privacy and independence. Whether our clients are recovering from illness, injury or surgery, living with a chronic disability or dealing with the natural process of aging, our services are tailored to meet the individual needs of people of all ages, physical conditions and cognitive abilities.
HomeCare services include personal care and homemaking programs, professional nursing, geriatric care management, Alzheimer’s/dementia care, respite care and other programs, as well as differentiated offerings in home monitoring with Rest Assured® Telecare that help reduce hospital visits and keep people in their homes longer.
ResCare is an Equal Opportunity Employer. ResCare does not discriminate against any person on the basis of gender, race, color, national origin, religion, disability, age, veteran status, gender identity or sexual orientation in admission, treatment, or participation in its programs, services and activities, or in employment, or on the basis of gender in its health programs and activities.
10451 W Palmeras Dr Ste 103, Sun City, AZ 85373-2082 USA