Customer Care Coordinator

Position Responsibilities Summary:

The Customer Care Coordinator is responsible for scheduling of field staff for companion and personal care cases managing all touch-points (field staff care recipient and family caregiver) client care standards and ensuring the branch meets or exceeds inquiry conversion goals. Other duties include payroll support shared hiring and termination responsibility with Branch Manager Director of Nursing and Agency Owner and new hire orientation. The Customer Care Coordinator will also complete employee reviews with input from the Branch Manager and Director of Nursing with respect to CNAs and non-certified in-home aides.

At BrightStar Care we value each of our employees and care about their well-being. We strive to provide best-in-class benefits packages including:

• • PTO and SPTO accrual
  • 401(k) with matching
  • Paid holidays
  • Optional Insurance:
  • Medical
  • Dental
  • Vision
  • Critical Illness
  • Cancer
  • Hospital Confinement
  • Accident
  • Short-Term Disability
  • Whole Life
  • Term Life
  • AAA coverage
  • Employee Recognition
  • Free Training
  • Discounted Legal Services
  • Part of a team with RN Oversight
  • Employee referral bonus
  • Weekly pay w/ direct deposit
  • Every BrightStar Care location is independently owned and operated
  • We promote from within
  • Free continuing education
  • Employee of the month and year
  • HomeCare Pulse Employer of Choice Provider of Choice and Leader of Excellence
  • Over 95% of BrightStar locations are Joint Commission accredited or in process!

Day to Day responsibilities:

• First to answer incoming calls to office.
• Customer/client care effectively manages the customer care procedures and serves as point of contact for client/customer relations.
• Scheduling and care coverage supports and uses all technology tools and resources to ensure proper business processes; 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.
• Assists with the intake of new clients and informs potential clients of our services and reasons to utilize BrightStar over other agencies
• Upload all paper documents into the Cloud.
• Assists in the development of organization goals and agency performance improvement activities
• Administers agency policies and procedures
• Provide information to be used for statistics reports and records for purposes of evaluation and reporting of organization activities
• Assures proper maintenance of clinical records in compliance with local state and federal laws
• Assures compliance with all local state and federal laws
• On-Call rotation
• Other duties as assigned

Skills/Qualifications Requirements:

• High School Diploma or GED completion preferred
• CPR Certification required
• Two-step negative TB skin test or chest x-ray required.
• Level 1 Fingerprint Clearance Card required
• Valid drivers license; valid state proof of auto insurance required
• Proficient in MSOffice (Outlook Word Excel and PowerPoint)
• Flexibility and good time management skills A MUST
• Required minimum 1 year of experience as Customer Care Manager and/or managing customer service preferably within a healthcare office setting; knowledge of HIPAA and healthcare office regulations.
• Excellent organization planning and project management skills.
• Superior service orientation.
• Excellent phone voice - must be able to hear a smile
• Must be comfortable handling complex scheduling demands and managing multiple duties and calls.
• Transportation to meet the needs of position and scope of job responsibilities required.
• Ability to gather data for routine reports and correspondence as required byBrightStar Care guidelines as well as the ability to respond professionally and appropriately on behalf of BrightStar Care.
• 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 team player with a positive attitude.
• Requires solid organizational skills thoroughness and multi-tasking. Requires good interpersonal skills and exhibit a service orientation towards others.
• Must also demonstrate a sense of understanding and urgency for priorities.
• Requires the ability to appropriately troubleshoot and escalate where necessary. .