Client Care Liaison/Scheduler

4 weeks ago

Tulsa, Oklahoma, United States BrightStar Care Full time

Job Summary

BrightStar Care of Tulsa is seeking a professional to oversee client care procedures and serve as the primary point of contact for client relations. This role involves managing all touch-points, including field staff, care recipients, and family caregivers, to ensure high-quality client care and meet or exceed inquiry conversion goals.

Key Responsibilities:

  • Effectively manage client care procedures and serve as the point of contact for client relations.
  • Meet or exceed inquiry to client conversion goals for the branch.
  • Implement and execute consistent conversion practices to drive revenues and client base.
  • Ensure high-quality client care is provided at every stage of the client touch-points, from phone to in-home consultation.
  • Contact field staff, clients, and family caregivers to ensure compatibility and stay informed of client well-being.
  • Support intake calls and service standards.
  • Follow-up with client prospects, process new client referral calls, and coordinate home visits with the Director of Nursing or RN Care Coordinator.
  • Communicate and educate field staff about specific client needs.
  • Ensure client care survey standards are 9 or greater and that service and care reflect a perfect 10 experience with every client.
  • Support and utilize all technology tools and resources to ensure proper business processes.
  • Schedule staff to meet client care needs and minimize non-billed overtime.
  • Ensure on-call phone and assigned staff are properly trained and available as needed.
  • Ensure 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.
  • Support maintenance of client files and security.
  • Track client feedback regarding field staff performance and quality care standards.
  • Ensure that care notes are submitted for each client shift and scans and files notes.
  • Be adaptable and perform other tasks and roles when required and as assigned.
  • Share after-hours on-call responsibility.

Qualifications:

  • Bachelor's degree preferred, significant experience in a similar position an acceptable alternative.
  • Superior client service orientation.
  • Must be comfortable handling complex scheduling demands and managing multiple contractors.
  • Good computer skills, including Internet and Word, with Excel preferred.
  • Ability to write routine reports and correspondence as required by BrightStar guidelines and 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 a team player with a positive attitude.
  • Requires solid organizational skills, thoroughness, and multi-tasking, as well as good interpersonal skills and 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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