Care System Associate

Position Summary: As a Care System Associate you will be responsible for providing the highest level of support when answering phones managing the client open visits and alert report providing resolution to missed visits short and long visits and high priority alerts and providing urgent and immediate care to each callers situation. This position is also responsible for making scheduling changes and updating notes and making schedule adjustments within the scheduling system to ensure all clients are served timely and as required.

>> We offer our team the best <<

• Medical Dental and Vision Benefits
• Continued Education
• PTO Plan (Holiday PTO & Sick Time)
• Retirement Planning
• Life Insurance
• Employee discounts

Essential Duties:

• Effectively respond to all inbound calls per day related to scheduling changes from clients and employees
• Responsible for the coordination of care between caregivers and clients to ensure all visits are filled
• Ability to prioritize and manage multiple conflicting responsibilities on a daily basis (Eliminating Missed Visits Open Visits Call Offs PTO requests) and navigate multiple systems and processes using all available tools and resources to ensure all immediate client needs are met
• Make outbound calls to Home Care Aides Clients and Branches to ensure resolution to scheduling issues and gaps
• Meet all key performance metrics and standards as defined for the contact center for quality productivity and where appropriate revenue generation and retention
• Understand and follow proper phone etiquette and call techniques providing exemplary service in every phone interaction and ensure professional follow up communication for all involved in schedule changes Client Branch Home Care Aides and Leadership personnel as needed
• Ability to lead meetings with assigned branches on a daily and weekly basis as needed
• Maintain call and/or email Quality Assurance standards to ensure the correct amount of care is provided to our clients
• Maintains a high degree of confidentiality at all times due to access to sensitive information
• Maintains regular predictable consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare Medicaid and HIPAA regulations and requirements
• Abides by all regulations policies procedures and standards
• Performs other duties as assigned

Performance Responsibilities:

• Maintains positive internal and external customer service relationships
• Maintains open lines of communication
• Plans and organizes work effectively and ensures its completion
• Meets all productivity requirements
• Demonstrates team behavior and promotes a team-oriented environment
• Actively participates in Continuous Quality Improvement
• Represents the organization professionally at all times

Position Requirements & Competencies:

• High School diploma required Associates Degree in Business or related field is preferred
• 1 year of data entry customer service and/or billing and payroll experience in a fast paced environment health care experience preferred
• Must have reliable WIFI and quiet workspace
• Must be proficient in Microsoft Outlook with strong reading writing and problem solving skills
• Attention to detail; ability to understand and comply with program/contract policies and procedures
• Bilingual is a plus but not required
• Team oriented problem solving skills