CUSTOMER SERVICE MANAGER

　　Job Locations

　　US-AK-BETHEL

　　Requisition ID

　　2024-134522

　　Line of Business:

　　All Ways Caring HomeCare

　　Pay Min

　　USD $23.00/Hr.

　　Pay Max

　　USD $25.00/Hr.

　　Our Company

　　All Ways Caring HomeCare

　　Overview

　　The Customer Service Manager (CSM) is responsible for managing quality care, customer service, employee performance, and overall customer satisfaction for our valued clients. The CSM is also responsible for supervising, guiding, and directing other office staff and staff providing direct client services. The position involves utilization management, hiring, disciplining, and terminating employees as appropriate, overseeing employee scheduling, identifying problem situations, and implementing proactive solutions to drive optimum outcomes and quality services for staff and clients served.

　　External Job Description

　　Partners and communicates 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 agenciesManages diverse payor sourcesEnsures proper documentation and record-keeping for agency payorsConducts periodic home visits and safety checksOversees creation of caregiver and field staff schedules to impact quality related to client careMaintains strong and positive relationships with referral partners, payor sources, and clientsDirects and participates in on-call responsibilities as neededManages and determines client service schedules to ensure adequate staffing and processing completed visits for payment identifying branch staffing needs, identifying quality candidates, and recruiting, screening, and selecting direct care staff based on Agency and external referralsEvaluates, supervises, trains, and provides feedback to Direct Care Staff to ensure quality care and serviceMonitors staff, identifying problem situations, and developing/implementing solutions for optimum outcomesEvaluates job performance of staff and conducting performance reviews, initiating, implementing, and recommending corrective actions, and/or other disciplinary actions including employee terminations)Responsibilities may include assigning tasks and providing supervision to other Branch or Administrative EmployeesEnsures HomeCare services are in compliance with agency philosophy, policies/procedures, and in accordance with Federal, State, and local licensing laws and regulationsMaintains a full understanding of clients' agreed Plans of Care and ensuring adherence to such plans for each client servedContacts case managers and payors with recommendations regarding Plan of Care compliance based on client needsMonitors and reports changes in clients' Plans of Care, services, or conditions as requiredSupports and implements initiatives related to Branch GrowthAnalyzes/reviews funding source documents and Care Plans to ensure caregiver complianceConducts periodic home visits and safety checks to ensure client safety and well-beingReviews weekly and monthly metrics and conducting analysis to ensure financial management and ensuring net hours growth meet branch goalsAddresses issues related to utilization and creating action plans to increase served hours and optimized utilizationAnalyzes monthly financial statements for branch and implementing strategies to increase profitability; managing operating expenses (profit and loss (PandL) responsibility) to maximize contribution; developing and executing branch's annual business planIndependently ssesses each client's needs to determine if additional services should be requested, identifying care plan modification needs, and overseeing and implementing the plan of care for changes and qualityQualifications

　　High School DiplomaAssociate or bachelor's degree in business, Nursing, Social Services, or related field of study preferred (per regulatory requirements)Excellent Customer Service SkillsKnowledge or previous experience working in an office setting with computers, phones, and other related tasksAbout our Line of Business

　　All 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. For more information, please visit www.AllWaysCaring.com. Follow us on Facebook and LinkedIn.

　　Salary Range

　　USD $23.00 - $25.00 / Hour

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　　Res-Care, Inc., dba BrightSpring Health Services (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.