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Customer Care Manager

4 months ago

Northbrook IL US BrightStar Care Full time

 

The Customer Care Manager is responsible for managing the daily office tasks through direct support of field staff and coordination of office duties.
The ideal candidate must have demonstrated alignment and experience in successfully living the BrightStar Care Core Values:

  • Be Open and Honest: Approachable, Fun, Unflappable, Kind, Empathetic
  • Serve with Passion: Help First, Confident Yet Humble, For the Greater Good, Make a Real Difference
  • Do the Right Thing: Honest, Ethical, Tell the Truth
  • Do What You Say: On Time, Finish What You Start, Accountable, Take Responsibility
  • Make it Great: Continuous Improvement, Exceed Expectations, Bring Out the Best in Others, Detail Oriented

 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. 
• Manage 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. 
• 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 required 

SKILLS/ABILITIES 
▪ 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 
▪ 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 client confidentiality

In addition, the ideal candidate must be highly organized, a quick learner, have people management skills and solid computer skills. 
Strong preference for candidates local to the North Chicagoland Suburbs (Northside Chicago, Northbrook, Evanston, Skokie areas) and should be able to drive to our clients' locations within our covered territories.
Strong preference for Candidates with CNA/Caregiver experience.

WORKING CONDITIONS 
This role is located on site in the branch office. Working hours: Monday to Friday, 8.30am - 5pm. 
After hours: On a rotational basis and as needed, the Customer Care Manager is expected to work on call/after hours (manage incoming calls and field staff schedules during the hours of 5pm - 8.30am Mon to Friday and all hours during the weekend)

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

BrightStar Care offers a generous benefits package including 401k, Health Insurance, Dental and Vision Insurance and PTO days.