**Job Title:** Experienced Customer Service and Scheduling Manager - Home Healthcare - Remote Opportunity at blithequark

**Job Description:** **Welcome to blithequark: Revolutionizing Home Healthcare** At blithequark, we're passionate about delivering exceptional care and services to our clients, and we're seeking a highly skilled and dedicated Customer Service and Scheduling Manager to join our team. As a key member of our operations team, you will play a vital role in ensuring the highest levels of customer satisfaction, operational excellence, and team performance. **About the Role:** As the operational owner of your market, you will be responsible for managing all client service and holding responsibility for the financial performance of the territory and the actions and performance of the team. You will lead, mentor, and manage a team of Client Success Coordinators and Recruiters, providing supervision and direction to ensure they are trained, motivated, and equipped to provide exceptional care. **Key Responsibilities:** ### Team Management & Leadership * **Monitor and Drive Service Level Goals:** Utilize real-time performance data to drive service level goals and ensure the team is meeting or exceeding expectations. * **Prepare and Analyze Performance Reports:** Prepare reports to assess individual staff performance and accuracy, identifying areas for improvement and providing constructive feedback to maintain a high standard of service delivery. * **Conduct Regular Performance Evaluations:** Conduct regular performance evaluations and provide coaching and training to support the growth and success of team members. * **Ensure Daily, Weekly, and Monthly Tasks are Completed:** Ensure each role's daily, weekly, and monthly tasks are completed timely and accurately, utilizing knowledge and experience to make informed decisions and solve problems. * **Act as a Coach and Trainer:** Act as a coach and trainer to the team, providing guidance and support to help them develop their skills and achieve their goals. ### Operational Excellence * **Subject Matter Expert:** Serve as the subject matter expert for all Patient Client Success Coordinator and Recruiter responsibilities and activities, providing guidance and support to the team. * **Orientation and Training:** Oversee orientation and training for new team members, including caregiver orientation, to ensure they are equipped to provide exceptional care. * **Issue Resolution:** Facilitate resolution of issues in conjunction with the VP of Operations, preparing and disseminating effective communication of issue resolution to staff. * **Recruitment and Retention:** Determine territory recruitment needs and achieve recruitment and retention goals, working closely with the VP of Operations to develop and implement strategies. * **Key Performance Indicators:** Monitor and analyze key performance indicators, implementing strategies to enhance territory efficiency and effectiveness (Margin, Uber, Overtime, Pay Rate, Recruiting & Retention metrics). * **Regulatory Compliance:** Adhere to all regulatory governing bodies, ensuring compliance with relevant laws and regulations. ### Client Care * **On-Call Rotation:** Participate in on-call rotation (tri-weekly rotating schedule for the market managers), providing availability to address any emergencies, critical situations, or staffing issues that may arise outside of regular business hours. * **Escalated Matters:** Act as the primary point of contact for escalated matters and make critical decisions, as necessary, to ensure client satisfaction and well-being. * **Client Concerns and Emergencies:** Maintain a proactive approach to address any client concerns or emergencies promptly, ensuring their well-being at all times. * **Service Recovery:** Work closely with the territory care manager and coordinator to ensure client satisfaction, and provide service recovery where needed. * **Accurate Billing:** Ensure all services are billed accurately at the close of every billing cycle. * **Customer Service Delivery:** Demonstrate the highest standards of customer service delivery on a daily basis, ensuring that all clients on service are scheduled and paired with a caregiver that utilizes the Alvita method of caregiver matching. **Qualifications:** ### Industry Knowledge * **Understanding of Healthcare Staffing and Scheduling Needs:** Possess a deep understanding of healthcare staffing and scheduling needs, recognizing the importance of providing the highest levels of customer service. * **Problem-Solving:** Solutions-oriented with the ability to work independently, capable of making logical decisions and analyzing work processes for improvement. ### Leadership and Motivation * **Motivate and Engage Team Members:** Ability to motivate and engage team members to boost morale, exhibiting flexibility and adaptability to meet the needs of customers, operational teams, and leadership. * **Leadership:** Exhibits strong leadership skills, providing guidance and support to the team to ensure they are equipped to provide exceptional care. **What We Offer:** * **Competitive Salary:** $80,000 - $110,000 per year, depending on experience. * **Remote Work Opportunity:** Work from the comfort of your own home, with the flexibility to manage your schedule and work environment. * **Opportunities for Growth and Development:** blithequark is committed to the growth and development of our team members, providing opportunities for advancement and professional development. * **Collaborative and Supportive Work Environment:** Join a team of dedicated professionals who are passionate about delivering exceptional care and services to our clients. **How to Apply:** If you're a motivated and dedicated professional with a passion for delivering exceptional care and services, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!