CUSTOMER SERVICE MANAGER (NE) Job Locations US-WA-TACOMA Requisition ID 2024-136263 Line of Business: All Ways Caring HomeCare Pay Min USD $22.00/Hr. Pay Max USD $22.00/Hr. Our Company All Ways Caring HomeCare Overview The Customer Service Manager (CSM) is responsible for managing quality care, customer service, employee performance, and overall customer satisfaction for our valued clients. The CSM is also responsible for supervising, guiding, and directing other office staff and staff providing direct client services. The position involves utilization management, hiring, disciplining, and terminating employees as appropriate, overseeing employee scheduling, identifying problem situations, and implementing proactive solutions to drive optimum outcomes and quality services for staff and clients served. External Job Description Takes action to resolve client-related issues including contacting both internal and external customers to address matters affecting overall utilization Partners and communicates with all members of the client's circle of care which may include but is not limited to: Family members, assigned Power of Attorney/spokesperson, community partners and related agencies Manages diverse payor sources and ensures proper documentation and record-keeping for agency payors Conducts periodic home visits and safety checks Oversees creation of caregiver and field staff schedules to impact quality related to client care Maintains strong and positive relationships with referral partners, payor sources, and clients Directs and participates in on-call responsibilities as needed Manages and determines client service schedules to ensure adequate staffing and processing completed visits for payment Identifies branch staffing needs, identifying quality candidates, and recruiting, screening, and selecting direct care staff based on Agency and external referrals Evaluates, supervises, trains, and provides feedback to Direct Care Staff to ensure quality care and service Monitors staff, identifying problem situations, and developing/implementing solutions for optimum outcomes Evaluates job performance of staff and conducting performance reviews, initiating, implementing, and recommending corrective actions, and/or other disciplinary actions including employee terminations) Responsibilities may include assigning tasks and providing supervision to other Branch or Administrative Employees Ensures HomeCare services are in compliance with agency philosophy, policies/procedures, and in accordance with Federal, State, and local licensing laws and regulations Maintains a full understanding of clients' agreed Plans of Care and ensuring adherence to such plans for each client served Contacts case managers and payors with recommendations regarding Plan of Care compliance based on client needs Monitors and reports changes in clients' Plans of Care, services, or conditions as required Supports and implements initiatives related to Branch Growth Analyzes/reviews funding source documents and Care Plans to ensure caregiver compliance Conducts periodic home visits and safety checks to ensure client safety and well-being Reviews weekly and monthly metrics and conducting analysis to ensure financial management and ensuring net hours growth meet branch goals Addresses issues related to utilization and creating action plans to increase served hours and optimized utilization Analyzes monthly financial statements for branch and implementing strategies to increase profitability; managing operating expenses (profit and loss (P&L) responsibility) to maximize contribution; developing and executing branch's annual business plan Independently assesses each client's needs to determine if additional service