Customer Care Manager/ Assistant

Company: BrightStar Care of Greater Waukesha
Location: Pewaukee
Posted on: May 15, 2022

Job Description:

Job DescriptionGet Hired Now! Flexible hours. Weekly pay. 401k. Paid HolidaysPosition Type/Expected Hours of WorkThis position is fulltimeHours:

• On-call rotation: one weeknight a week and one weekend a month
• Flexible scheduleBenefits:
  • Weekly pay with direct deposit option
  • Steady weekday opportunities
  • Variety of assignments, procedures and treatments
  • Paid holidaysResponsibilities
    • Customer/client care – effectively manages the customer care procedures and serves as point of contact for client/customer relations.
    • Scheduling and care coverage – supports and uses all technology tools and resources to ensure proper business processes; 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.
    • Assists with the intake of new clients and informs potential clients of our services and reasons to utilize BrightStar Care over other agencies
    • Assists in the development of organization goals and agency performance improvement activities
    • Assists the Clinical Care Manager with assessing the competency of staff to promote quality, continuity and safety of a client's care
    • Supervises, educates and coaches other field personnel, as directed by the Clinical Care Manager
    • Provide information to be used for statistics, reports and records for purposes of evaluation and reporting of organization activities
    • Assures proper maintenance of clinical records in compliance with local, state and federal laws
    • Assures compliance with all local, state and federal laws
    • 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 well-being.
    • Follow-up with client prospects, Process new client referral calls; coordinate home visits with Clinical Care manager
    • Sends information to clients prospects
    • Communicates and educates field staff about specific client needs
    • Supports and uses all technology tools and resources to ensure proper business processes (ABS2, Applicant Tracking System (Hireology), Learning Management System, BrightConnect (Intranet).
    • Schedules staff to meet client care needs and minimize non-billed overtime.
    • Ensures care and staff coverage 24/7 to meet the needs of our clients and protect BrightStar Care brand standards.
    • Organizes and prioritizes large volumes of information and calls.
    • Answers phones and takes messages or fields/answers all routine and non-routine questions.
    • Works independently and with office team on special nonrecurring and ongoing projects, which may include: creating and distributing orientation packets, scanning service agreements and ordering office supplies.Requirements
      • High school diploma /GED
      • Preferably w/ updated driver's license and car insurance
      • CNA or CBRF Experience preferred
      • Negative TB skin test or chest x-ray
      • CPR Certification preferred
      • Superior customer service orientation
      • Must be comfortable handling complex scheduling demands and managing multiple contractors
      • Good computer skills (Internet and Word essential, Excel preferred).
      • Requires familiarity with standard concepts, practices, and procedures within a particular field.
      • Excellent phone voice – must be able to hear a smile.
      • Ability to write routine reports and correspondence as required by BrightStar Care guidelines as well as the ability to respond professionally and appropriately on behalf of BrightStar Care.
      • Must be highly motivated, a self-starter and capable of working autonomously with strong organization and problem-solving skills.
      • Requires the ability to prioritize complete work on time, be detail-oriented, exhibit a service orientation to clients and be team player with a positive attitude.The BrightStar Care of Greater Waukesha and Lake Country is an independently owned and operated business looking for a dedicated Office Staff who is just as passionate as we are about giving care of the highest standard. As a member of our team you are under the direct supervision of the company owners and are to support our office staff which includes the owners, Lead Scheduler, the Clinical Care Manager and our Human Resources Manager.We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.

Keywords: BrightStar Care of Greater Waukesha, Milwaukee , Customer Care Manager/ Assistant, Executive , Pewaukee, Wisconsin