Customer Care Manager (CCM)

• Is the lead with customer care process and procedure including the scheduling of field staff for private duty and medical staffing clients.
• Responsible for managing unstaffed shifts to optimize caregiver availability to reduce overtime and lost revenue.
• Heavy phone contact and point person for client, family, field staff and other inquiries
• Assists the Director of Nursing 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 Director of Nursing
• Provide information to be used for statistics, reports, and records for purposes of evaluation and reporting of organization activities
• Oversee the touchpoint process and report results to leadership.
• Assists in the development of organization goals and agency performance improvement activities
• Assures proper maintenance of clinical records in compliance with Human Resources, local, state, and federal laws
• Assures compliance with all Human Resources, local, state, and federal laws

• Minimum of one (1) year of managerial or supervisory experience
• Minimum of 2 years of experience in customer service in a doctor’s office, hospital, medical staffing or home health environment
• Valid driver’s license: valid state required proof of auto insurance.

EDUCATION

• High School Diploma required

• Excellent communication skills with the ability to communicate in a professional empathetic manner
• Problem solver with the ability to be an innovative and creative thinker