CUSTOMER SERVICE MANAGER (NE)Job LocationsUS-WA-TUMWATERRequisition ID2023-131394Line of Business:All Ways Caring HomeCarePay MinUSD $22.00/Hr.Pay MaxUSD $23.00/Hr.Our CompanyAll Ways Caring HomeCareOverviewThe 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 DescriptionTakes action to resolve client-related issues including contacting both internal and external customers to address matters affecting overall utilizationPartners 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 sources and ensures 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 paymentIdentifies 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 (P&L) responsibility) to maximize contribution; developing and executing branch's annual business planIndependently assesses each client's needs to determine if additional servi