Experienced Customer Service and Scheduling Manager - Home Healthcare - Remote Opportunity

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, the Customer Service and Scheduling Manager will play a vital role in ensuring the highest levels of customer satisfaction, operational excellence, and team performance. If you're a seasoned leader with a passion for delivering outstanding service, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of home healthcare services, committed to delivering compassionate care and support to individuals in need. Our team of dedicated professionals is passionate about making a difference in the lives of our clients, and we're seeking like-minded individuals to join our mission.

Job Summary

As the Customer Service and Scheduling Manager, you will be responsible for leading a team of Client Success Coordinators and Recruiters, ensuring exceptional customer service, and driving operational excellence in your market. You will work closely with various departments to achieve our goals, while maintaining a culture of service excellence. If you're a results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

### Team Management & Leadership

• Monitor real-time team performance to drive service level goals and ensure exceptional customer service delivery.
• Prepare reports to assess individual staff performance and accuracy, providing constructive feedback to maintain a high standard of service delivery.
• Conduct regular performance evaluations, acting as a coach and trainer to support team growth and success within the organization.
• Ensure each role's daily, weekly, and monthly tasks are completed timely and accurately, utilizing knowledge and experience to make informed decisions and suggest process improvements.
• Use your expertise to resolve complex issues, implement process improvements, and drive team performance.

### Operational Excellence

• Serve as the subject matter expert for all Patient Client Success Coordinator and Recruiter responsibilities and activities, ensuring seamless execution and high-quality service delivery.
• Oversee orientation and training for new team members, including caregiver orientation, to ensure a smooth onboarding process.
• Collaborate with the VP of Operations to facilitate issue resolution, preparing and disseminating effective communication to staff.
• Determine territory recruitment needs and achieve recruitment and retention goals, driving business growth and success.
• Attend daily, weekly, and monthly meetings with various departments as scheduled, ensuring alignment and effective communication.
• Monitor and analyze key performance indicators, implementing strategies to enhance territory efficiency and effectiveness, including Margin, Uber, Overtime, Pay Rate, Recruiting & Retention metrics.
• Adhere to all regulatory governing bodies, ensuring compliance and maintaining a high level of service delivery.

### Client Care

• Participate in on-call rotation, providing availability to address emergencies, critical situations, or staffing issues outside of regular business hours.
• Act as the primary point of contact for escalated matters, making critical decisions as necessary to ensure client satisfaction and well-being.
• Maintain a proactive approach to address client concerns or emergencies promptly, ensuring their needs are met at all times.
• Work closely with the territory care manager and coordinator to ensure client satisfaction, providing service recovery where needed.
• Ensure all services are billed accurately at the close of every billing cycle, maintaining high standards of financial management.
• Demonstrate the highest standards of customer service delivery on a daily basis, ensuring exceptional client experiences.

### Qualifications #### Industry Knowledge

• Understanding of healthcare staffing and scheduling needs, with a focus on delivering exceptional customer service.
• Recognition of the importance of providing the highest levels of customer service, with a passion for driving business growth and success.

#### Problem Solving

• Solutions-oriented with the ability to work independently, making logical decisions and analyzing work processes for improvement.
• Capable of resolving complex issues, implementing process improvements, and driving team performance.

#### Leadership and Motivation

• Ability to motivate and engage team members to boost morale, driving business growth and success.
• Exhibits flexibility and adaptability to meet the needs of customers, operational teams, and leadership, ensuring seamless execution and high-quality service delivery.

What We Offer

* Competitive salary range: $80,000 - $110,000

• Opportunity to work with a leading provider of home healthcare services
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Recognition and rewards for outstanding performance

How to Apply

If you're a seasoned leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job