Scheduling Specialist

Position Responsibilities Summary:

The Customer Care Scheduler is responsible for maintaining an ever changing client and caregiver schedule for a growing home health care company to ensure that all client shifts are covered with their preferred caregivers during their desired time. This position requires an individual that understands how to pivot with changes such as call outs or client schedule changes.

Directly Supervises:

The Schedule

Key Leadership, Management, and Accountability (LMA):

Inquiry conversions; touch points (field staff, care recipient and family caregiver); scheduling.

Values-based Competencies:

The Customer Care Manager must consistently demonstrate and foster the following core values behaviors during all interactions with shareholders, clients, employees, vendors, and other business partners. Core values are the key behaviors that determine our decision-making at BrightStar.
BrightStar® Values:Required behaviors:Be open and positive

• Approachable as a leader
• Promotes and fun environment
• Kind and genuine with others
• Manages pressure and stress in a positive way

Serve with passion

• Provide help first
• Be confident, yet stay humble
• Serve for the greater good
• Make a real difference

Do the right thing

• Honest
• Ethical
• Tell the truth

Do what you say

• Deliver results on time
• Finish what you start
• Be accountable to yourself and others
• Take responsibility

Make it great

• Continuous improvement
• Exceed expectations
• Bring out the best in others
• Detail oriented

Core Competencies:

The Customer Care Manager must demonstrate and execute the following position-specific competencies to ensure effective, profitable, and patient-centered branch operations.
Position-specific competencies:Required behaviors:Ensure the branch team delivers high-quality client/customer care to maximize inquiry conversions and maximize client experience 24/7

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:
• Process new client referral calls; schedules home visits
• Sends information to clients prospects
• Follows plan of care details (developed by *DON or other staff RN under direction of DON) and 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.

Core Competencies:
Scheduling and care coverage

• Supports and uses all technology tools and resources to ensure proper business processes (ABS2, Applicant Tracking System, Learning Management System, BrightConnect (Intranet).
• 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.
• Must be able to process schedules for up to 60 clients and 1,800 hours per week.
• Serve as a “fill-in” to ensure coverage in field.
• Support competency assessments of field staff (CNAs/LVNs) 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.
• Monitors Connecteam for alerts and communication
• Flexible schedule, willing to work weekends and holidays as back up if needed

Education/Certification Requirements:

• High School Diploma required

Skills/Qualifications Requirements:

• Proficient in MSOffice (Outlook, Word, Excel, and PowerPoint); internet.
• Minimum of 2 years’ experience as Customer Care Manager, scheduler and/or managing customer service within a healthcare office setting; knowledge of HIPAA and healthcare office regulations.
• Excellent organization, planning, and project management skills.
• Negative TB skin test or chest x-ray.
• Valid driver’s license; valid state required proof of auto insurance.
• Transportation to meet the needs of position and scope of job responsibilities.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• Health insurance
• Life insurance
• Paid time off

Work Location: In person

Benefits:

Salary : $17 - $20