Customer Service Manager/Human Resources Recruitment Coordinator

BrightSpring Health Services•Charleston, SC

25d

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 client outcomes. The role also supports the local branch’s human resources activities, including employee recruitment, screening, hiring, onboarding, training, record keeping, and compliance. The position supports client care coordination by maintaining communication among clients and their circles of care, monitoring changes to care plans or client conditions, ensuring documentation, coordinating staffing and visits, and providing consultation and training to caregivers as needed. It also provides administrative and HR support through applicant review, onboarding and exit meetings, personnel data and file maintenance, personnel action forms, and employment-law compliance. On-call responsibilities may be required. Minimal travel may be required. All Ways Caring HomeCare provides individualized care and support intended to help people remain at home while maximizing dignity, privacy, and independence. Its services include personal care and homemaking, professional nursing, older adult care management, Alzheimer’s/dementia care, respite care, and other programs.

Requirements

High school diploma or GED.
At least two years of community service, client service, or staffing experience.
At least two years of general office and computer experience, such as Microsoft O365, scheduling, or HR information technology.
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, professional oral and written communication skills.
Ability to collaborate across departments and levels and build positive working relationships.
Ability to adapt to changing priorities, processes, and environments and learn new tasks.
Ability to work with minimal supervision and take ownership of assigned responsibilities.
Professional conduct during routine and challenging interactions.
Ability to perform in high-pressure situations 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, designated representatives, guardians, community partners, and related agencies.
Monitor and escalate changes in clients’ care plans, services, or conditions.
Ensure proper documentation and record keeping 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.
Support employee recruitment, hiring, performance, retention, and compliance.
Process and review employment applications in the applicant tracking system to evaluate applicant qualifications or eligibility within identified timelines.
Coordinate or support new-hire onboarding and employee exit meetings.
Manage data and files, including day-to-day data entry and employee data maintenance in the HR information system.
Coordinate Personnel Action Forms for assigned service sites.
Ensure compliance with federal, state, and local employment laws and regulations.
Monitor personnel-file compliance and track current certifications and training documentation.
Direct and participate in on-call responsibilities as needed.
Perform other duties as assigned.