Customer Service Manager / HR Recruitment Coordinator

BrightSpring Health Services•Greeneville, TN

12d

About The Position

The Customer Service Manager/HR Designee coordinates quality care and customer service for clients by assigning appropriate staff, scheduling services, identifying and resolving problems, and supporting optimal outcomes. The role also supports the local branch’s human resources activities, including recruitment, screening, hiring, onboarding, training, record keeping, and compliance. The position oversees client service coordination, communicates with clients and their circles of care, monitors changes in care needs, maintains documentation, and coordinates staffing and completed-visit processing for billing and payment. It provides consultation and training to direct care staff as needed. HR duties include reviewing applications, supporting hiring and onboarding, maintaining employee data and files, coordinating personnel action forms and exit meetings, and monitoring compliance with employment regulations and employee certifications and training. On-call responsibilities may be required as needed. All Ways Caring HomeCare provides individualized home-based care and support intended to help people remain at home while maintaining dignity, privacy, and independence. Services include personal care, homemaking, professional nursing, older adult care management, Alzheimer’s and dementia care, and respite care.

Requirements

High school diploma or GED.
Two or more years of community service, client service, or staffing experience.
Two or more years of general office and computer experience, including Microsoft O365, scheduling, and HRIT.
Demonstrated sound decision-making and appropriate judgment based on available information.
Ability to prioritize multiple tasks and communication channels while maintaining accuracy and attention to detail.
Clear and professional oral and written communication skills.
Ability to collaborate effectively across departments and levels and build positive working relationships.
Ability to adapt to changing priorities, processes, or environments and learn new tasks.
Ability to work effectively with minimal supervision and take ownership of assigned responsibilities.
Professional conduct during routine and challenging interactions.
Ability to perform in high-pressure situations, manage reports appropriately, and respond constructively to conflict and customer concerns.

Nice To Haves

Some college coursework or an associate degree.
One to two years of human resources experience with high-volume recruiting.
One to two years in a supervisory role.
Prior experience delivering services to elderly, disabled, or developmentally disabled individuals.

Responsibilities

Understand and ensure adherence to each client’s agreed plan of care.
Facilitate communication among clients and their circles of care, including family members, representatives, guardians, community partners, and related agencies.
Monitor and escalate changes in a client’s plan of care, services, or condition.
Maintain proper documentation and records for agency payers.
Coordinate schedules to ensure adequate staffing and process completed visits for billing and payment.
Provide consultation and training to direct care staff as needed to support quality care and service.
Provide HR support for employee recruitment, hiring, performance, retention, and compliance.
Process and review employment applications in the ATS to assess applicants’ qualifications or eligibility within established timelines.
Coordinate or support new-hire onboarding and employee exit meetings.
Support data management and file maintenance, including day-to-day data entry and employee data maintenance in the HRIS.
Coordinate Personnel Action Forms for assigned service sites.
Ensure compliance with federal, state, and local employment laws and regulations.
Monitor personnel file compliance and ensure certifications and training are current and documented in the applicable tracker.
Direct and participate in on-call responsibilities as needed.
Perform other duties as assigned.