Customer Service and Scheduling Manager - Home Heath - Remote

T he Role: " Serve as the operational owner of your market; manage all client service and hold responsibility for the financial performance of the territory and the actions and performance of the team. " Lead, mentor, and manage a team of Client Success Coordinators and Recruiters by providing supervision and direction, ensuring they are trained, motivated, and equipped to provide exceptional care. " Works collaboratively & courteously with all other departments to ensure a positive patient & employee experience. " Manage day-to-day branch operations, including scheduling, recruiting, customer satisfaction, quality standards, performance improvement, and personnel performance/productivity, and financial management. " Establishes a culture of service excellence. Role Responsibilities: Team Management & Leadership: " Monitors real time team performance to drive service level goals. " Prepares reports to assess individual staff performance and accuracy. " Conduct regular performance evaluations and provide constructive feedback to maintain a high standard of service delivery. " Acts as a coach and trainer to the team in order to support their growth and success within the organization. " Ensures each role's daily, weekly and monthly tasks are completed timely and accurately. " Use knowledge and experience to make informed decisions, solve problems, and suggest process improvements. Operational Excellence: " Serve as the subject matter expert for all Patient Client Success Coordinator and Recruiter responsibilities and activities. " Oversee orientation and training for new team members (including caregiver orientation). " In conjunction with VP of Operations, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff. " Determine territory recruitment needs and achieve recruitment and retention goals. " Attends daily, weekly, and monthly meetings with various departments as scheduled. " Monitor and analyze key performance indicators, implementing strategies to enhance territory efficiency and effectiveness (Margin, Uber, Overtime, Pay Rate, Recruiting & Retention metrics. " Adhere to all regulatory governing bodies. Client Care: " Participates in on-call rotation (tri-weekly rotating schedule for the market managers). " Provide availability to address any emergencies, critical situations, or staffing issues that may arise outside of regular business hours. " Act as the primary point of contact for escalated matters and make critical decisions, as necessary. " Maintain a proactive approach to address any client concerns or emergencies promptly, ensuring their well-being at all times. " Works closely with the territory care manager and coordinator to ensure client satisfaction, and provide service recovery where needed. " Ensures all services are billed accurately at the close of every billing cycle. " Demonstrates the highest standards of customer service delivery on a daily basis. " Ensures that all Clients on service are scheduled and paired with a caregiver that utilizes the Alvita method of caregiver matching. Qualifications Industry Knowledge: " Understanding of healthcare staffing and scheduling needs. " Recognition of the importance of providing the highest levels of customer service Problem Solving: " Solutions-oriented with the ability to work independently. " Capable of making logical decisions and analyzing work processes for improvement. Leadership and Motivation: " Ability to motivate and engage team members to boost morale. " Exhibits flexibility and adaptability to meet the needs of customers, operational teams, and leadership. Pay Range: $80,000 - $110,000 Apply tot his job