Client Care Liaison/Scheduler

3 months ago

Tulsa, United States BrightStar Care of Tulsa Full time

Job Summary
BrightStar Care of Tulsa is seeking a Client Care Liaison/Scheduler. The Client Care Liaison/Scheduler is responsible for scheduling of field staff, managing all touch-points (field staff, care recipient and family caregiver) and client care standards, and ensuring the branch meets or exceeds inquiry conversion goals.

Position Requirements 
Responsibilities:

  • Effectively manages the client care procedures and serves as point of contact for client relations
  • Meets or exceeds “inquiry to client” conversion goals for branch
  • Implements and executes consistent conversion practices to drive revenues and client base
  • Ensure high-quality client care is provided at every stage of the client touch-points; phone to in-home consultation
  • Contact of field staff, client, and family caregiver care coordinator: 24-hours, 7-days, and 30-days after care begins and every 30 days thereafter. Ensure field staff are compatibility-matched and stay informed of client well-being
  • Supports intake calls and service standards
  • Follow-up with client prospects, process new client referral calls; coordinate home visits with Director of Nursing or RN Care Coordinator
  • Sends information to clients prospects
  • Communicates and educates field staff about specific client needs
  • Ensures client care survey standards are 9 or greater; ensures service and care reflects a perfect 10 experience with every client
  • Supports and uses all technology tools and resources to ensure proper business processes 
  • Schedules staff to meet client care needs and minimize non-billed overtime
  • Ensures on-call phone and assigned staff are properly trained and available as needed
  • Ensures care and staff coverage 24/7 to meet the needs of our clients and protect BrightStar brand standards
  • Support competency assessments of field staff (CNAs/LPNs) if allowed under the direction/supervision of the DON
  • Supports maintenance of client files and security
  • Tracks client feedback regarding field staff performance and quality care standards
  • Ensures that care notes are submitted for each client shift and scans and files notes
  • Is adaptable and performs other tasks and roles when required and as assigned
  • Share after-hours on-call responsibility

Qualifications:

  • BA preferred, significant (2 years +) experience in similar position an acceptable alternative
  • Superior client service orientation
  • Must be comfortable handling complex scheduling demands and managing multiple contractors
  • Good computer skills (Internet and Word essential, Excel preferred). Requires familiarity with standard concepts, practices, and procedures within a particular field
  • Ability to write routine reports and correspondence as required by BrightStar guidelines as well as the ability to respond professionally and appropriately on behalf of BrightStar
  • Must be highly motivated, a self-starter and capable of working autonomously with strong organization and problem-solving skills
  • Requires the ability to prioritize complete work on time, be detail-oriented, exhibit a service orientation to clients and be team player with a positive attitude
  • Requires solid organizational skills, thoroughness and multi-tasking. Requires good interpersonal skills and exhibit a service orientation towards others 
  • Must have the ability to demonstrate solid judgment about patient care 
  • Must also demonstrate a sense of understanding and urgency for priorities
  • Requires the ability to appropriately troubleshoot and escalate where necessary

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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