Job Description
The Role:
• Serve as the operational owner of your market; manage all client service and hold responsibility for the financial performance of the territory and the actions and performance of the team.
• Lead, mentor, and manage a team of Client Success Coordinators and Recruiters by providing supervision and direction, ensuring they are trained, motivated, and equipped to provide exceptional care.
• Works collaboratively & courteously with all other departments to ensure a positive patient & employee experience.
• Manage day-to-day branch operations, including scheduling, recruiting, customer satisfaction, quality standards, performance improvement, and personnel performance/productivity, and financial management.
• Establishes a culture of service excellence.
Role Responsibilities:
Team Management & Leadership:
• Monitors real time team performance to drive service level goals.
• Prepares reports to assess individual staff performance and accuracy.
• Conduct regular performance evaluations and provide constructive feedback to maintain a high standard of service delivery.
• Acts as a coach and trainer to the team in order to support their growth and success within the organization.
• Ensures each role's daily, weekly and monthly tasks are completed timely and accurately.
• Use knowledge and experience to make informed decisions, solve problems, and suggest process improvements.
Operational Excellence:
• 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).
• In conjunction with VP of Operations, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff.
• Determine territory recruitment needs and achieve recruitment and retention goals.
• Attends daily, weekly, and monthly meetings with various departments as scheduled.
• Monitor and analyze key performance indicators, implementing strategies to enhance territory efficiency and effectiveness (Margin, Uber, Overtime, Pay Rate, Recruiting & Retention metrics.
• Adhere to all regulatory governing bodies.
Client Care:
• Participates in on-call rotation (tri-weekly rotating schedule for the market managers).
• Provide 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 and make critical decisions, as necessary.
• Maintain a proactive approach to address any client concerns or emergencies promptly, ensuring their well-being at all times.
• Works closely with the territory care manager and coordinator to ensure client satisfaction, and provide service recovery where needed.
• Ensures all services are billed accurately at the close of every billing cycle.
• Demonstrates the highest standards of customer service delivery on a daily basis.
• Ensures that all Clients on service are scheduled and paired with a caregiver that utilizes the Alvita method of caregiver matching.
Qualifications Industry Knowledge:
• Understanding of healthcare staffing and scheduling needs.
• Recognition of the importance of providing the highest levels of customer service Problem Solving:
• Solutions-oriented with the ability to work independently.
• Capable of making logical decisions and analyzing work processes for improvement. Leadership and Motivation:
• Ability to motivate and engage team members to boost morale.
• Exhibits flexibility and adaptability to meet the needs of customers, operational teams, and leadership.
Pay Range: $75,000 - $80,000
