Open Position - Customer Care Manager
APPLY NOW - CALL (805) 233-3800 We know why you became a care professional. You wanted to make a difference in peoples' lives, and you wanted a career that offered more. At BrightStar Care, we become part of our clients' lives. We provide the highest quality care to people when they are most vulnerable and need our help. That's why our people are our greatest asset.
Position: Customer Care Manager / Scheduler
Schedule: 40 hours/week
Reports to: Branch Manager or owner Compensation: $15-18 based on exp.
Position Responsibilities Summary: The Customer Care Manager is responsible for scheduling of field staff, managing all touch-points (field staff, are recipient and family caregiver) and client care standards, and ensuring the branch meets or exceeds inquiry conversion goals.
Directly Supervises: None
Indirectly Supervises under direction of the Branch Manager: Field Staff
Key Leadership, Management, and Accountabilities (LMA): Inquiry conversions; touch points (field staff, care recipient and family caregiver); scheduling.
Values-based Competencies: The Customer Care Manager must consistently demonstrate and foster the following core values behaviors during all interactions with shareholders, clients, employees, vendors, and other business partners. Core values are the key behaviors that determine our decision-making at BrightStar.
Position Specific Competencies: Required Behaviors: Ensure the branch team delivers high-quality client/customer care to maximize inquiry conversions and maximize client experience 24/7 Scheduling and Care Coverage Supports and uses all technology tools and resources to Effectively manages the customer care procedures and serves as point of contact for client/customer relations: ? Meets or exceeds “inquiry to client” conversion goals for branch. ? Implements and executes consistent conversion practices to drive revenues and client base. ? Ensure high-quality customer care is provided at every stage of the client touch-points; phone to in-home consultation. ? Contact of field staff, client, and family caregiver care coordinator: 24-hours, 7-days, and 30-days after care begins and every 30 days thereafter. ? Ensure field staff are compatibility-matched and stay informed of client wellbeing. ? Supports intake calls and service standards, meets “Secret Shopper Survey” at 90% or higher. ? Visit client prospects, obtain signed service agreements. ? Process new client referral calls; schedules home visits. ? Sends information to clients prospects ? Follows plan of care details (developed by *DON) and communicates and educates field staff about specific client needs. ? Ensures client care survey standards are 9 or greater; ensures service and care reflects a perfect 10 experience with every client ensure proper business processes (ABS2, Applicant Tracking System, Learning Management System, BrightConnect - Intranet) ? Schedules staff to meet client care needs and minimize non-billed overtime. ? Ensures on-call phone and assigned staff are properly trained and available as needed. ? Ensures care and staff coverage 24/7 to meet the needs of our clients and protect BrightStar brand standards. ? Must be able to process schedules for up to 60 clients and 1,800 hours per week. ? Support competency assessments of field staff (CNAs/LVNs) allowed under the direction/supervision of the DON. ? Supports maintenance of client files and security. ? Tracks client feedback regarding field staff performance and quality care standards. ? Monitors Santrax notifications. ? Flexible schedule, willing to work weekends and holidays Education/Certification Requirements: ? High School Diploma or equivalent required
Required Skills/Qualifications: ? Excellent phone etiquette. ? Excellent organization, planning, and project management skills. ? Excellent ability to prioritize tasks. ? Proficient in MSOffice (Outlook, Word, Excel, and PowerPoint); internet. ? Negative TB skin test or chest x-ray. ? Valid driver’s license; valid state required proof of auto insurance. ? Transportation to meet the needs of position and scope of job responsibilities.
Desired Skills/Qualifications: Minimum of 1 year experience as scheduler and/or managing customer service within an office setting; knowledge of HIPAA and healthcare office regulations. Work Environment:
Office Environment: ? High-paced office/branch environment continuous phone use/ringing; talking; various noise levels. ? Interactions with employees and clients; sitting and standing for long periods of time; bending and stooping required; lifting up to 10 lbs. regularly and up to 50+ lbs. may be required. ? Computer use for extended periods: typing, staring at a bright monitor or TV screen; using fingers, wrists, and arms; stress on back may occur. ? Possible exposure to prescription drugs, bodily fluids. ? Small appliances for cooking, cooling, and heating foods or securely storing medications. *DON = Director of Nursing BrightStar Home Care of Conejo Valley proudly provides support for the elderly and children, including 24 hour skilled nursing and support in senior independent and assisted living communities. Additionally we provide Medical Staffing and In-Home Physical Therapy for pediatric, adult and geriatric patients, Companion and Personal Care for Elders with Alzheimer’s or Dementia. We also provide Home Child Care, Sitter and Nanny services for Children and Support for New Mothers. We Support Veterans and Accept most Long Term Care Insurance benefits, provide Hospice care, Live-in care, CNA, Caregiver, RN, LVN, RN Supervision, Compassionate Care, and Compatibility Guarantees. Other services include safe discharge and transportation from the hospital or rehab facility, Post Op care both short and long term, Pre Operation and preparation help and assistance, and client monitoring for out of town family members. Our service area includes the Los Angeles and Ventura County cities of Simi Valley, Moorpark, Oak Park, Thousand Oaks, Westlake Village, West Hills, Newbury Park, Calabasas, Agoura, Topanga, Malibu, Granada Hills, Hidden Hills, Northridge, Porter Ranch, and Chatsworth in California.