Experienced Customer Service and Scheduling Manager for Home Health Services – Remote Leadership Opportunity at blithequark

Introduction to blithequark and the Home Health Industry

blithequark is a leading provider of home health services, dedicated to delivering exceptional care and support to patients in the comfort of their own homes. As a key player in the healthcare industry, blithequark recognizes the importance of providing top-notch customer service and ensuring seamless operational efficiency. The home health sector is rapidly growing, with an increasing demand for skilled professionals who can manage complex care needs while prioritizing patient satisfaction. If you are a seasoned customer service and scheduling manager with a passion for healthcare, we invite you to join our team at blithequark as a Customer Service and Scheduling Manager – Home Health, working remotely.

Job Overview

In this critical role, you will serve as the operational owner of your market, overseeing all client service aspects and driving financial performance within your territory. You will lead, mentor, and manage a team of Client Success Coordinators and Recruiters, ensuring they are equipped to provide exceptional care and support to our patients. Your expertise will be instrumental in establishing a culture of service excellence, fostering a positive patient and employee experience, and driving business growth through effective team management and operational excellence.

Key Responsibilities

• Manage day-to-day branch operations, including scheduling, recruiting, customer satisfaction, quality standards, performance improvement, and personnel performance/productivity, as well as financial management.
• Lead, mentor, and manage a team of Client Success Coordinators and Recruiters, providing supervision, direction, training, and motivation to ensure they deliver exceptional care and support.
• Collaborate with various departments to ensure a positive patient and employee experience, addressing any issues or concerns promptly and effectively.
• Establish and maintain a culture of service excellence, driving continuous improvement and ensuring the highest standards of customer service delivery.
• Monitor and analyze key performance indicators, implementing strategies to enhance territory efficiency and effectiveness, including margin, overtime, pay rate, recruiting, and retention metrics.

Team Management and Leadership

As a seasoned leader, you will be responsible for:

• Monitoring real-time team performance to drive service level goals and preparing reports to assess individual staff performance and accuracy.
• Conducting regular performance evaluations and providing constructive feedback to maintain a high standard of service delivery.
• Acting as a coach and trainer to the team, supporting their growth and success within the organization.
• Ensuring each role's daily, weekly, and monthly tasks are completed timely and accurately, using knowledge and experience to make informed decisions, solve problems, and suggest process improvements.

Operational Excellence

To excel in this role, you will:

• Serve as the subject matter expert for all Patient Client Success Coordinator and Recruiter responsibilities and activities.
• Oversee orientation and training for new team members, including caregiver orientation, and facilitate resolution of issues in conjunction with the VP of Operations.
• Determine territory recruitment needs and achieve recruitment and retention goals, attending daily, weekly, and monthly meetings with various departments as scheduled.
• Adhere to all regulatory governing bodies, ensuring compliance and maintaining the highest standards of operational excellence.

Client Care

As a customer-focused professional, you will:

• Participate in an on-call rotation, providing availability to address any emergencies, critical situations, or staffing issues that may arise outside of regular business hours.
• Act as the primary point of contact for escalated matters, making critical decisions as necessary, and maintaining a proactive approach to address any client concerns or emergencies promptly.
• Work closely with the territory care manager and coordinator to ensure client satisfaction, providing service recovery where needed, and ensuring all services are billed accurately at the close of every billing cycle.
• Demonstrate the highest standards of customer service delivery on a daily basis, ensuring that all clients on service are scheduled and paired with a caregiver that utilizes the blithequark method of caregiver matching.

Qualifications and Requirements

To be successful in this role, you will possess:

• Understanding of healthcare staffing and scheduling needs, with a strong recognition of the importance of providing the highest levels of customer service.
• Solutions-oriented approach, with the ability to work independently, make logical decisions, and analyze work processes for improvement.
• Leadership and motivation skills, with the ability to motivate and engage team members to boost morale, exhibiting flexibility and adaptability to meet the needs of customers, operational teams, and leadership.

Essential Qualifications

• Proven experience in customer service and scheduling management, preferably in the home health industry.
• Strong leadership and team management skills, with the ability to motivate and engage team members.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with patients, families, and healthcare professionals.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines while maintaining attention to detail and accuracy.

Preferred Qualifications

• Experience with healthcare staffing and scheduling software, as well as electronic medical records (EMRs).
• Knowledge of regulatory requirements and standards in the home health industry, including HIPAA and OSHA guidelines.
• Certification in customer service, leadership, or a related field, such as Certified Customer Service Representative (CCSR) or Certified Manager (CM).

Career Growth and Development

At blithequark, we are committed to supporting the growth and development of our team members. As a Customer Service and Scheduling Manager – Home Health, you will have access to:

• Comprehensive training and onboarding programs, designed to equip you with the skills and knowledge necessary to excel in your role.
• Ongoing coaching and mentoring, providing guidance and support to help you achieve your career goals.
• Opportunities for professional development, including conferences, workshops, and certification programs.
• A clear path for career advancement, with opportunities to move into leadership roles or explore other areas of the organization.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment, which is built on the values of compassion, integrity, and excellence. As a remote team member, you will be part of a dynamic and collaborative team, with opportunities to interact with colleagues and leadership through regular virtual meetings and events. Our company culture is characterized by:

• A patient-centered approach, prioritizing the needs and well-being of our patients and their families.
• A commitment to diversity, equity, and inclusion, fostering a workplace culture that values and respects individual differences.
• A focus on employee engagement and satisfaction, recognizing the importance of a happy and healthy workforce.

Compensation and Benefits

blithequark offers a competitive compensation package, including a salary range of $75,000 - $80,000 per year, depending on experience. Our benefits package includes:

• Comprehensive health, dental, and vision insurance, with flexible spending accounts and health savings options.
• 401(k) retirement plan, with employer matching contributions.
• Generous paid time off, including vacation, sick leave, and holidays.
• Opportunities for professional development and continuing education, including tuition reimbursement and certification programs.

Conclusion

If you are a motivated and experienced customer service and scheduling manager, passionate about delivering exceptional care and support to patients in the home health industry, we encourage you to apply for this exciting opportunity at blithequark. As a remote team member, you will have the flexibility to work from anywhere, while being part of a dynamic and collaborative team that is dedicated to making a difference in the lives of our patients. Join our team today and take the first step towards a rewarding and challenging career in home health management!

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