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Title:Customer Service ManagerJob Category:Operations ManagementLine of Business:All Ways Caring ServicesBranding: ResCareAbout this Career Opportunity:SummaryThe Customer Service Manager (CSM)is responsible for managing quality care, customer service, employeeperformance, and overall customer satisfaction for our valued clients. The CSM is also responsible for supervising,guiding, and directing office staff and those who provide direct client services. The position involves utilization management,hiring, disciplining employees as appropriate, overseeing scheduling, identifying problems, and implementing proactivesolutions to drive optimum outcomes and quality services for clientsserved.Duties - Customer Management and Quality Care
Resolve client-related issues including contacting both internal and external customers to address matters affecting utilization.
Partner/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.
Oversee creation of caregiver and field-staff schedules to impact quality related to client care.
Maintain strong, positive relationships with referral partners, payor sources, and clients.
Direct and participate in on-call responsibilities as needed.
Duties - Supervision of Staff
Manage client service schedules to ensure adequate staffing. Process completed visits for payment.
Identify branch staffing needs and 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.
Monitor staff, identifying problem situations. Develop/implement solutions for optimal outcomes.
Evaluate job performance of staff and conduct performance reviews. Initiate, implement and recommend corrective actions and/or disciplinary actions including employee terminations.
May need to assign tasks and provide 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. Ensure adherence to plans for each client served. Monitor and report on changes in clients’ Plans of Care, services, or conditions as required.
Contact case managers and payors with recommendations regarding Plan of Care compliance.
Support and implement initiatives related to Branch Growth.
Analyze funding source documents and Care Plans to ensure caregiver compliance.
Duties - Utilization Management
Review weekly and monthly metrics. Conduct analysis to ensure financial management and net-hours growth to meet Branch goals.
Address issues related to utilization. Create action plans to increase served hours and optimal utilization.
Analyze monthly financial statements for branch. 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 as described in the Compliance section.
Maintain data integrity in client-scheduling software system.
Position RequirementsEducation/Experiences/Skills
High School Diploma Required.
Associate’s
or Bachelor’s Degree in Business, Nursing, Social Services, or related field ofstudy preferred (per regulatory requirements).
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.
Additional InformationBenefitsResCare 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 CompanyJoin 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 BusinessAs 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.1900 NORTHWEST BLVD STE 210, COEUR D ALENE, ID 83814-2788 USA
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