Customer Care Manager - Remote in Wisconsin
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 doctors 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 organizations 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
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