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CUSTOMER SERVICE MANAGER

Company: BrightSpring Health Services
Location: Everett
Posted on: May 3, 2021

Job Description:

Customer Service Manager focuses on efficiently meeting the needs of our clients across various lines of business. If your passion is managing and developing staff to ensure quality care to help our clients live their best life we encourage you to apply today!The Customer Service Manager is responsible for managing quality care, customer service, employee performance, and overall customer satisfaction for our valued clients. The Customer Service Manageris 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 proactive solutions to drive optimum outcomes and quality services for clients served.Resolve client-related issues including contacting both internal and external customers to address matters affecting utilizationPartner/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 agenciesManage diverse payor sources. Ensure proper documentation and record-keeping for agency payorsConduct periodic home visits and safety checksOversee creation of caregiver and field-staff schedules to impact quality related to client careMaintain strong, positive relationships with referral partners, payor sources, and clientsDirect and participate in on-call responsibilities as neededManage client service schedules to ensure adequate staffing. Process completed visits for paymentIdentify branch staffing needs and quality candidates. Recruit, screen and select direct-care staff based on referralsEvaluate, supervise, train, and provide feedback to Direct Care staff to ensure quality careMonitor staff, identifying problem situations. Develop/implement solutions for optimal outcomesEvaluate job performance of staff and conduct performance reviews. Initiate, implement and recommend corrective actions and/or disciplinary actions including employee terminationsMay need to assign tasks and provide supervision to other Branch or Administrative EmployeesEnsure 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 requiredContact case managers and payors with recommendations regarding Plan of Care complianceSupport and implement initiatives related to Branch GrowthAnalyze funding source documents and Care Plans to ensure caregiver complianceReview weekly and monthly metrics. Conduct analysis to ensure financial management and net-hours growth to meet Branch goalsAddress 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 responsibility) to maximize contribution. Develop and execute branch's annual business planIndependently assess each client’s needs to determine if additional services should be requested. Identify care-plan modification needs as described in the Compliance sectionMaintain data integrity in client-scheduling software systemHigh School Diploma RequiredAssociate’s or Bachelor’s Degree in Business, Nursing, Social Services, or related field of study preferred (per regulatory requirements)Prior experience delivering services to the elderly, disabled, or developmentally disabled preferred (per regulatory requirements)Excellent Customer Service SkillsPrevious experience in a supervisory role preferredPrevious experience with community service, client service or staffing/schedule management experienceKnowledge or previous experience working in an office setting with computers, phones, and other related tasksDriving Required. Must have valid driver’s license and current auto insuranceAll Ways Caring HomeCare delivers quality, compassionate and highly individualized care and support that helps people in need of assistance stay at home-all while maximizing their dignity, privacy and independence. Whether recovering from illness, injury or surgery, living with a chronic disability or dealing with the natural process of aging, services are tailored to meet the individual needs of people of all ages, physical conditions and cognitive abilities. All Ways Caring 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 in-home monitoring with Rest Assured Telecare, which helps to reduce hospital visits and keep people in their homes longer. For more information, please visitwww.AllWaysCaring.com. Follow us onFacebookandLinkedIn.Great opportunity to join our branch as a Customer Service Manager (CSM)! This entry level key role is great for someone looking to sharpen their leadership skills and is strong in employee engagement, scheduling efficiency and customer satisfaction! If you or anyone you know (including your network) is interested in learning more, please share the job link

Keywords: BrightSpring Health Services, Everett , CUSTOMER SERVICE MANAGER, Other , Everett, Washington

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