Client Care Manager

BrightStar Care•Raleigh, NC

About The Position

Reports To: Director of At Home Services Essential Job Duties: Maintains the Master Schedule Review the Master Schedule daily to ensure all shifts are filled Schedules and Fills HHA, Nursing, and Therapy Shifts Based on Business Priorities listed below. Tier One High Profile Private Pay Clients (16+ Hours / Week) High Profile National Account Clients Tier Two Private Pay Clients National Accounts Bright Horizons HHA Scheduling Utilize ABS to offer out shifts Call aides for shifts that are open and not picked up All shifts must be posted at least four (4) weeks in advance when possible Bright Horizons Scheduling Shift offers must go out within 30 minutes of Bright Horizons posting Utilize Text Request to offer shifts Call aides for shifts that are open and not picked up Handle all Bright Horizon calls Skilled Nursing Scheduling Utilize ABS to offer out shifts Call Nurses for shifts that are open and not picked up Follow authorizations to ensure the proper frequency of visits is met Ensure all visits are within authorization Therapy Scheduling Utilize Text Request to offer out shifts Call Therapists for shifts that are open and not picked up Follow authorizations to ensure the proper frequency of visits is met Ensure all visits are within authorization Grow the Therapy revenue by maximizing authorized frequency Call Handling Answer 85% or more of incoming calls Call back missed calls immediately Always maintain a professional demeanor Speak with energy and enthusiasm Answer calls, "Thank you for calling BrightStar Care this is..." Update the office two (2) weeks in advance of when new authorizations are needed Build strong relations and loyalty amongst employes Utilizes technology to streamline scheduling and communication Minimize use of over-time unless private pay clients approve Bundle and stack aide visits to maximize hours per aide Monitor alerts and update clients as to the status of their visit Check with employee to get ETA (Within 10 minutes of shift start) Confirm with the client that the employee has not arrived Assure the client that you will begin working on coverage Update the client often until resolution Minimize cancelled visits Prioritize coverage options to minimize call outs impact to the business Option 1 – Replace Caregiver Option 2 – Provide Ride to Caregiver Option 3 – Cover Shift Option 4 – Call Client Prior to Shift to Provide Status on Visit Build Client Loyalty and Satisfaction and Document Interactions Complete and document 24 / 7 / 30-day and ongoing touch base calls Handle client complaints and ensure positive resolutions are deployed Recommend additional services where appropriate Greet New hires within 24 hours of their orientation and add them to the schedule Complete Mobile Shift Maintenance daily Clear Mobile Shift Maintenance by Monday at 9:00 am Monitor MSM throughout the day and address clock-in issues immediately Other job duties as laid out by AboutHealth inc. Qualifications: Excellent Communication Skills and Self Awareness Possess Solid Business Decision Making Skills Ability to Handle Conflict and Provide Creative Solutions Mastery of Home Care State Regulation and Company Policies Ability to Build Loyalty Amongst Employees Grow the business through strong relationships

Requirements

Excellent Communication Skills and Self Awareness
Possess Solid Business Decision Making Skills
Ability to Handle Conflict and Provide Creative Solutions
Mastery of Home Care State Regulation and Company Policies
Ability to Build Loyalty Amongst Employees
Grow the business through strong relationships

Responsibilities

Maintains the Master Schedule
Review the Master Schedule daily to ensure all shifts are filled
Schedules and Fills HHA, Nursing, and Therapy Shifts Based on Business Priorities listed below.
Utilize ABS to offer out shifts
Call aides for shifts that are open and not picked up
All shifts must be posted at least four (4) weeks in advance when possible
Shift offers must go out within 30 minutes of Bright Horizons posting
Utilize Text Request to offer shifts
Handle all Bright Horizon calls
Follow authorizations to ensure the proper frequency of visits is met
Ensure all visits are within authorization
Grow the Therapy revenue by maximizing authorized frequency
Answer 85% or more of incoming calls
Call back missed calls immediately
Always maintain a professional demeanor
Speak with energy and enthusiasm
Answer calls, "Thank you for calling BrightStar Care this is..."
Update the office two (2) weeks in advance of when new authorizations are needed
Build strong relations and loyalty amongst employes
Utilizes technology to streamline scheduling and communication
Minimize use of over-time unless private pay clients approve
Bundle and stack aide visits to maximize hours per aide
Monitor alerts and update clients as to the status of their visit
Check with employee to get ETA (Within 10 minutes of shift start)
Confirm with the client that the employee has not arrived
Assure the client that you will begin working on coverage
Update the client often until resolution
Minimize cancelled visits
Prioritize coverage options to minimize call outs impact to the business
Build Client Loyalty and Satisfaction and Document Interactions
Complete and document 24 / 7 / 30-day and ongoing touch base calls
Handle client complaints and ensure positive resolutions are deployed
Recommend additional services where appropriate
Greet New hires within 24 hours of their orientation and add them to the schedule
Complete Mobile Shift Maintenance daily
Clear Mobile Shift Maintenance by Monday at 9:00 am
Monitor MSM throughout the day and address clock-in issues immediately
Other job duties as laid out by AboutHealth inc.