Job Description
At arenaflex, we're dedicated to revolutionizing the home healthcare industry by providing exceptional care and services to our clients. As a key member of our team, we're seeking an experienced Customer Service and Scheduling Manager to lead our market operations and drive financial performance. If you're a results-driven leader with a passion for delivering outstanding customer service, we want to hear from you.
- *About arenaflex**
arenaflex is a leading provider of home healthcare services, committed to delivering high-quality care and support to our clients. Our team of dedicated professionals is passionate about making a difference in the lives of our clients and their families. We're proud to offer a dynamic and supportive work environment that fosters growth, innovation, and excellence.
- *Job Summary**
As a Customer Service and Scheduling Manager, you'll be responsible for leading a team of Client Success Coordinators and Recruiters, managing day-to-day branch operations, and driving financial performance. You'll work closely with our leadership team to establish a culture of service excellence and ensure that our clients receive the highest levels of care and support.
- *Key Responsibilities**
### Team Management & Leadership
- Monitor real-time team performance to drive service level goals and make informed decisions to improve team efficiency and effectiveness.
- Prepare reports to assess individual staff performance and accuracy, and provide constructive feedback to maintain a high standard of service delivery.
- Conduct regular performance evaluations and act as a coach and trainer to support team growth and success.
- Ensure each role's daily, weekly, and monthly tasks are completed timely and accurately.
- Use knowledge and experience to make informed decisions, solve problems, and suggest process improvements.
### Operational Excellence
- Serve as the subject matter expert for all Patient Client Success Coordinator and Recruiter responsibilities and activities.
- Oversee orientation and training for new team members, including caregiver orientation.
- In conjunction with the VP of Operations, facilitate resolution of issues and prepare effective communication of issue resolution to staff.
- Determine territory recruitment needs and achieve recruitment and retention goals.
- Attend daily, weekly, and monthly meetings with various departments as scheduled.
- Monitor and analyze key performance indicators, implementing strategies to enhance territory efficiency and effectiveness (Margin, Uber, Overtime, Pay Rate, Recruiting & Retention metrics).
- Adhere to all regulatory governing bodies.
### Client Care
- Participate in on-call rotation (tri-weekly rotating schedule for the market managers).
- Provide availability to address any emergencies, critical situations, or staffing issues that may arise outside of regular business hours.
- Act as the primary point of contact for escalated matters and make critical decisions, as necessary.
- Maintain a proactive approach to address any client concerns or emergencies promptly, ensuring their well-being at all times.
- Work closely with the territory care manager and coordinator to ensure client satisfaction and provide service recovery where needed.
- Ensure all services are billed accurately at the close of every billing cycle.
- Demonstrate the highest standards of customer service delivery on a daily basis.
- Ensure that all Clients on service are scheduled and paired with a caregiver that utilizes the Alvita method of caregiver matching.
- *Qualifications**
### Industry Knowledge
- Understanding of healthcare staffing and scheduling needs.
- Recognition of the importance of providing the highest levels of customer service.
### Problem Solving
- Solutions-oriented with the ability to work independently.
- Capable of making logical decisions and analyzing work processes for improvement.
### Leadership and Motivation
- Ability to motivate and engage team members to boost morale.
- Exhibits flexibility and adaptability to meet the needs of customers, operational teams, and leadership.
- *What We Offer**
- Competitive salary range: $75,000 - $80,000
- Opportunity to work with a dynamic and supportive team
- Professional development and growth opportunities
- Comprehensive benefits package
- Flexible work environment with remote work options
- *How to Apply**
If you're a results-driven leader with a passion for delivering outstanding customer service, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team at arenaflex.
Apply Now