Customer Service Manager / HR Recruitment Coordinator

All Ways Caring HomeCare•GREENEVILLE, TN

13d•$19 - $21

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 employee recruitment, screening, hiring, onboarding, training, record keeping, and HR compliance efforts. The position ensures adherence to client care plans, facilitates communication among clients and their circles of care, monitors and escalates changes in care needs or condition, and maintains documentation for agency payers. It coordinates staffing schedules and completed-visit processing for billing and payment, and provides consultation and training to direct care staff as needed. HR responsibilities include processing applications, coordinating onboarding and exit meetings, maintaining employee data and files, coordinating Personnel Action Forms, and supporting compliance with employment laws and required certifications and training. On-call responsibilities may be required as needed; minimal travel may also be required.

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, such as Microsoft O365, scheduling, or HRIT.
Demonstrated sound decision-making and appropriate judgment based on available information.
Ability to manage and prioritize multiple tasks and communication channels while maintaining accuracy and attention to detail.
Clear and professional oral and written communication skills.
Ability to collaborate across departments and levels and build positive working relationships while adapting leadership and communication style as needed.
Ability to adapt to changing priorities, processes, or environments and learn new tasks.
Ability to work effectively with minimal supervision and take ownership of responsibilities.
Professional conduct during routine and challenging interactions.
Ability to perform in high-pressure situations and manage reports appropriately and effectively.
Ability to respond constructively to conflict, customer concerns, and high-pressure interactions using appropriate job-specific techniques.

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

Ensure adherence to the agreed plan of care for each client in the caseload.
Serve as a liaison among clients, family members, designated representatives, guardians, community partners, and related agencies.
Monitor and escalate changes in clients’ plans 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 applicant tracking system to evaluate qualifications or eligibility within specified timelines.
Coordinate or support new-hire onboarding and employee exit meetings.
Support data management and file maintenance, including daily 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 employee-file compliance and ensure certifications and trainings are current and recorded in the appropriate tracker.
Direct and participate in on-call responsibilities as needed.
Perform other duties as assigned.