Check with seller Customer Service Manager Sunnyside

  • Location: Sunnyside, Washington, United States



About this Career Opportunity:
Summary

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 office staff and those who provide direct client services. The position involves utilization management, hiring, disciplining employees as appropriate, overseeing scheduling, identifying problems, and implementing proactive solutions to drive optimum outcomes and quality services for clients served.

Duties - Customer Management and Quality Care

Resolve client-related issues including contacting both internal and external customers to address matters affecting utilization.
Partner/communicate 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.
Manage diverse payor sources. Ensure proper documentation and record-keeping for agency payors.
Conduct periodic home visits and safety checks.
Oversee creation of caregiver and field-staff schedules to impact quality related to client care.
Maintain strong, positive relationships with referral partners, payor sources, and clients.
Direct and participate in on-call responsibilities as needed.
Duties - Supervision of Staff

Manage client service schedules to ensure adequate staffing. Process completed visits for payment.
Identify branch staffing needs and quality candidates. Recruit, screen and select direct-care staff based on referrals.
Evaluate, supervise, train, and provide feedback to Direct Care staff to ensure quality care.
Monitor staff, identifying problem situations. Develop/implement solutions for optimal outcomes.
Evaluate job performance of staff and conduct performance reviews. Initiate, implement and recommend corrective actions and/or disciplinary actions including employee terminations.
May need to assign tasks and provide supervision to other Branch or Administrative Employees.

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