Customer Care Manager (CCM)

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

Required Skills

EDUCATION

SKILLS / ABILITIES