Customer Service Manager/Human Resources Recruitment Coordinator

BrightSpring Health Services•Cornelius, NC

10d

About The Position

The Customer Service Manager/HR Designee coordinates quality care and customer service for clients by matching clients with appropriate staff, scheduling services, identifying and resolving problems, and working toward optimal outcomes. The role also supports the local branch’s employee recruitment, screening, hiring, onboarding, training, record keeping, and compliance efforts. The position helps ensure that care follows each client’s agreed plan, facilitates communication among clients and their circles of care, and monitors and escalates changes in care plans, services, or client condition. It coordinates staffing and visit processing for billing and payment, maintains required documentation, and provides consultation and training to caregivers as needed. Human resources duties include recruiting and hiring support, reviewing applications in the applicant tracking system, coordinating onboarding and exit meetings, maintaining employee records and HRIS data, coordinating Personnel Action Forms, and monitoring compliance with employment laws and employee file requirements. The role may also participate in on-call responsibilities and perform other assigned duties. Minimal travel may 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, including Microsoft O365, scheduling, and 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 with employees and people across departments and levels, build positive working relationships, and adapt leadership and communication style as needed.
Ability to adapt to changing priorities, processes, and 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 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 of experience in a supervisory role.
Prior experience delivering services to elderly, disabled, or developmentally disabled people.

Responsibilities

Understand and ensure adherence to each client's agreed plan of care.
Facilitate communication among clients, family members, designated representatives, guardians, community partners, and related agencies.
Monitor and escalate changes in a client's plan of care, services, or condition.
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 (Caregivers) 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 established timelines.
Coordinate or support new-hire onboarding and employee exit meetings.
Assist with 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 employee file compliance and ensure certifications and trainings are current and documented in the appropriate tracker.
Direct and participate in on-call responsibilities as needed.
Perform other duties as assigned.