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

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