Customer Care Manager - Remote in Wisconsin

JOB SUMMARY

The Customer Care Manager - Remote (Float) is responsible for managing the daily office tasks through direct support of field staff and coordination of office duties for multiple office locations...

MAJOR DUTIES AND RESPONSIBILITIES
? Performs as the lead with customer care process and procedure including the scheduling of direct care staff for private duty and medical staffing clients.
? Responsible for managing unstaffed shifts by optimizing caregiver availability to reduce overtime and lost revenue.
? Supports multiple locations and manages large amounts of inbound and outbound calls in a timely manner as point person for client, family, direct care staff and other inquiries.
? Supervises, educates and coaches direct care staff in non-clinical matters.
? Participates in after hours on-all rotation for multiple regional locations.
? Provides information to be used for statistics, reports, and records for purposes of evaluation and reporting of organization activities.
? Oversees the touchpoint process and reports results to leadership.
? Assists in the development of organization goals and performance improvement activities.
? Assures proper maintenance of records in compliance with Human Resources, local, state, and federal laws.
? Assures compliance with all Human Resources, local, state, and federal laws.

REQUIRED QUALIFICATIONS

EDUCATION
? High School Diploma or equivalent is required.

RELATED WORK EXPERIENCE
? Minimum of one (1) year of managerial or supervisory experience.
? Minimum of two (2) years of experience in customer service in a doctor?s office, hospital, medical staffing, or home health care environment.

SKILLS & ABILITIES
? Excellent communication skills with the ability to communicate in a professional, empathetic manner.
? Experience using computer programs.
? Problem solver with the ability to be an innovative and creative thinker.
? Licensed driver with reliable transportation that is insured in accordance with the organization?s requirements.
? Clean motor vehicle record, background and criminal record.
? Adherence to HIPAA and ability to maintain confidential information.
WORKING CONDITIONS
? This role is a remote position. The role may require on-site meeting attendance on occasion.

PHYSICAL REQUIREMENTS
? The ability to remain in a seated or standing position for long periods of time.
? Visual and hearing acuity

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