Customer Service Manager

All Ways Caring HomeCare

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.

• Takes action to resolve client-related issues including contacting both internal and external customers to address matters affecting overall utilization
• 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 agencies
• Manages diverse payor sources
• Ensures proper documentation and record-keeping for agency payors
• Conducts periodic home visits and safety checks
• Oversees creation of caregiver and field staff schedules to impact quality related to client care
• Maintains strong and positive relationships with referral partners, payor sources, and clients
• Directs and participates in on-call responsibilities as needed
• Manages 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 referrals
• Evaluates, supervises, trains, and provides feedback to Direct Care Staff to ensure quality care and service
• Monitors staff, identifying problem situations, and developing/implementing solutions for optimum outcomes
• Evaluates 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 Employees
• Ensures HomeCare services are in compliance with agency philosophy, policies/procedures, and in accordance with Federal, State, and local licensing laws and regulations
• Maintains a full understanding of clients’ agreed Plans of Care and ensuring adherence to such plans for each client served
• Contacts case managers and payors with recommendations regarding Plan of Care compliance based on client needs
• Monitors and reports changes in clients’ Plans of Care, services, or conditions as required
• Supports and implements initiatives related to Branch Growth
• Analyzes/reviews funding source documents and Care Plans to ensure caregiver compliance
• Conducts periodic home visits and safety checks to ensure client safety and well-being
• Reviews weekly and monthly metrics and conducting analysis to ensure financial management and ensuring net hours growth meet branch goals
• Addresses issues related to utilization and creating action plans to increase served hours and optimized utilization
• Analyzes 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 plan
• Independently assesses 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 quality

• High School Diploma
• Associate or bachelor’s degree in business, Nursing, Social Services, or related field of study preferred (per regulatory requirements)
• Excellent Customer Service Skills
• Knowledge or previous experience working in an office setting with computers, phones, and other related tasks

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.