What are the responsibilities and job description for the Customer Care Manager (CCM) position at BrightStar Care?
The Customer Care Manager is responsible for managing the daily office task through direct support of field staff and coordination of office duties. Responsibilities
- Is the lead with customer care process and procedure including the scheduling of field staff for private duty and medical staffing clients.
- Responsible for managing unstaffed shifts to optimize caregiver availability to reduce overtime and lost revenue.
- Heavy phone contact and point person for client, family, field staff and other inquiries
- Assists the Director of Nursing with assessing the competency of staff to promote quality, continuity, and safety of a client’s care
- Supervises, educates, and coaches other field personnel, as directed by the Director of Nursing
- Provide information to be used for statistics, reports, and records for purposes of evaluation and reporting of organization activities
- Oversee the touchpoint process and report results to leadership.
- Assists in the development of organization goals and agency performance improvement activities
- Assures proper maintenance of clinical records in compliance with Human Resources, local, state, and federal laws
- Assures compliance with all Human Resources, local, state, and federal laws
- 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
- Valid driver’s license: valid state required proof of auto insurance.
EDUCATION
- High School Diploma required
- Excellent communication skills with the ability to communicate in a professional empathetic manner
- Problem solver with the ability to be an innovative and creative thinker
