Customer Service and Scheduling Manager - Home Health - Remote

Join arenaflex, a leading provider of innovative healthcare solutions, as we seek an exceptional Customer Service and Scheduling Manager to lead our Home Health team. As a key member of our operations team, you will be responsible for driving exceptional client satisfaction, managing a high-performing team, and ensuring seamless day-to-day branch operations.

About arenaflex

arenaflex is a dynamic and forward-thinking organization dedicated to delivering exceptional healthcare solutions to our clients. With a strong commitment to innovation, quality, and customer satisfaction, we strive to make a positive impact on the lives of our clients and their families. Our team is passionate about providing personalized care and support, and we are seeking like-minded professionals to join our mission.

Role Responsibilities

As a Customer Service and Scheduling Manager at arenaflex, you will be responsible for leading a team of Client Success Coordinators and Recruiters, ensuring exceptional client satisfaction, and driving operational excellence. Your key responsibilities will include: ### Team Management & Leadership

• Monitor and drive team performance: You will be responsible for monitoring real-time team performance to drive service level goals and ensure that each team member is meeting their daily, weekly, and monthly tasks.
• Prepare and provide feedback: You will prepare reports to assess individual staff performance and accuracy, conduct regular performance evaluations, and provide constructive feedback to maintain a high standard of service delivery.
• Act as a coach and trainer: You will act as a coach and trainer to the team, providing guidance and support to help them grow and succeed within the organization.
• Ensure daily, weekly, and monthly tasks are completed: You will ensure that each role's daily, weekly, and monthly tasks are completed timely and accurately.
• Make informed decisions and solve problems: You will use your knowledge and experience to make informed decisions, solve problems, and suggest process improvements.

### Operational Excellence

• Serve as subject matter expert: You will serve as the subject matter expert for all Patient Client Success Coordinator and Recruiter responsibilities and activities.
• Oversee orientation and training: You will oversee orientation and training for new team members, including caregiver orientation.
• Facilitate issue resolution: You will work with the VP of Operations to facilitate resolution of issues and prepare effective communication of issue resolution to staff.
• Determine territory recruitment needs: You will determine territory recruitment needs and achieve recruitment and retention goals.
• Monitor and analyze key performance indicators: You will monitor and analyze key performance indicators, implementing strategies to enhance territory efficiency and effectiveness.
• Adhere to regulatory governing bodies: You will adhere to all regulatory governing bodies.

### Client Care

• Participate in on-call rotation: You will participate in a tri-weekly rotating schedule for the market managers and provide availability to address any emergencies, critical situations, or staffing issues that may arise outside of regular business hours.
• Act as primary point of contact: You will act as the primary point of contact for escalated matters and make critical decisions, as necessary.
• Maintain proactive approach: You will maintain a proactive approach to address any client concerns or emergencies promptly, ensuring their well-being at all times.
• Work closely with territory care manager and coordinator: You will work closely with the territory care manager and coordinator to ensure client satisfaction and provide service recovery where needed.
• Ensure accurate billing: You will ensure that all services are billed accurately at the close of every billing cycle.
• Demonstrate highest standards of customer service: You will demonstrate the highest standards of customer service delivery on a daily basis.
• Ensure client scheduling and caregiver matching: You will ensure that all Clients on service are scheduled and paired with a caregiver that utilizes the Alvita method of caregiver matching.

### Qualifications

• Industry knowledge: You will have a strong understanding of healthcare staffing and scheduling needs.
• Problem-solving: You will be solutions-oriented with the ability to work independently and make logical decisions.
• Leadership and motivation: You will be able to motivate and engage team members to boost morale and exhibit flexibility and adaptability to meet the needs of customers, operational teams, and leadership.

### Pay and Benefits

• Pay range: $75,000 - $80,000
• Benefits: arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

### How to Apply If you are a motivated and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. Apply for this job