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Staffing and Customer Care Manager
3 months ago
JOB DESCRIPTION: The Manager of Staffing is a dual role, requiring a strategic approach to matching caregivers to clients based on numerous factors, as well as mentoring Caregiver with their cases, and to some extent, lives. Role requires high energy, always on mentality and great interpersonal skills. Visiting Angels is the #1 Home Care agency in the US, with great opportunity for advancement.
PRINCIPAL ACCOUNTABILITIES:
- Schedule caregiver team for hours of service on new clients and open hours/shifts on existing cases. Provide consistency in caregiver scheduling with clients.
- Maintain computer schedules and ensure timely data entry for clients and caregivers.
- Contact clients and caregivers regarding day-to-day scheduling changes.
- Enter and maintains client and caregiver information in the database.
- Monitor the telephony logs on a daily basis, making the appropriate corrections to the system to facilitate accurate processing of payroll and billing.
- Provide regular updates to the direct supervisor on any open shifts after an exhaustive effort has been made to staff the shifts.
- Provide timely reporting to direct supervisor on caregiver supply and demand.
- Communicate and reinforce Visiting Angels’ policies and procedures.
- Communicate and refer appropriate matters to the Operations Manager for direction.
- Perform general office duties including but not limited to word processing, filing, reception and telephone services.
- Participate in the 90-day, annual evaluations and performance improvement plans for the caregiver team.
- Maintain positive relationships with all clients and their families, prospective clients, caregivers, prospective employees, fellow team members and referral sources.
- Maintain absolute confidentiality of all information pertaining to employees, clients and client’s families.
- Demonstrate dependability and reliability.
- Maintain professionalism, provides support and encouragement to the caregiver team.
- On-call evenings and weekends, as directed. Keep on-call materials current with client information, instructions and directions, current roster of care and roster of active direct care staff.
- Perform other functions as deemed appropriate by the management team.
QUALIFICATIONS:
- Associates degree and two years of experience in an office setting, preferably in private duty homecare.
- Demonstrate proficiency with Google, Microsoft Office (Word, Excel and Outlook) applications, scheduling systems and other health care industry related software.
- Ability to listen and communicate clearly, fluently and diplomatically orally and in writing.
- Ability to remain flexible, resilient, calm and maintain a sense of humor; and present a well-groomed professional image.
- Ability to plan, organize, prioritize, delegate and accurately follow through in work activities with time constraints and interruptions to meet deadlines, as well as, work independently with a minimum amount of direction and/or supervision.
- Ability to generate goodwill for the Agency with staff, clients, their family members and referral sources. Demonstrate a strong commitment to client service excellence.
BENEFITS:
- 401K
- Healthcare Stipend
- AFLAC
- PTO
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