Staffing and Customer Care Director - Top Home Care Agency in US

Visiting Angels is the #1 Home Care agency in the US, helping Seniors age gracefully at home. This role is the "air traffic control" of the agency, the nerve center, control room, and takes a detailed and customer-focused person to manage clients and caregivers.

JOB DESCRIPTION: The Manager of Staffing is a dual role, requiring a strategic approach to matching caregivers to clients based on numerous factors, as well as mentoring Caregivers with their cases, and to some extent, lives. The role requires high energy, always on mentality and great interpersonal skills.

PRINCIPAL ACCOUNTABILITIES:

• Schedule caregiver team for hours of service on new clients and open hours/shifts on existing cases. Provide consistency in caregiver scheduling with clients.
• Maintain computer schedules and ensure timely data entry for clients and caregivers.
• Contact clients and caregivers regarding day-to-day scheduling changes.
• Enter and maintain client and caregiver information in the database.
• Monitor the telephony logs on a daily basis, making the appropriate corrections to the system to facilitate accurate processing of payroll and billing.
• Provide regular updates to the direct supervisor on any open shifts after an exhaustive effort has been made to staff the shifts.
• Provide timely reporting to direct supervisor on caregiver supply and demand.
• Communicate and reinforce Visiting Angels’ policies and procedures.
• Communicate and refer appropriate matters to the Operations Manager for direction.
• Perform general office duties including but not limited to word processing, filing, reception and telephone services.
• Participate in the 90-day, annual evaluations and performance improvement plans for the caregiver team.
• Maintain positive relationships with all clients and their families, prospective clients, caregivers, prospective employees, fellow team members and referral sources.
• Maintain absolute confidentiality of all information pertaining to employees, clients and clients’ families.
• Demonstrate dependability and reliability.
• Maintain professionalism, provide support and encouragement to the caregiver team.
• On-call evenings and weekends, as directed (rotating with staff). Keep on-call materials current with client information, instructions and directions,
• Perform other functions as deemed appropriate by the management team.

QUALIFICATIONS:

• Associates degree and two years of experience in an office setting, preferably in private duty home care.
• Demonstrate proficiency with Google, Microsoft Office (Word, Excel, and Outlook) applications, scheduling systems, and other health care industry-related software.
• Ability to listen and communicate clearly, fluently, and diplomatically orally and in writing.
• Ability to remain flexible, resilient, calm, and maintain a sense of humor; and present a well-groomed professional image.
• Ability to plan, organize, prioritize, delegate, and accurately follow through in work activities with time constraints and interruptions to meet deadlines, as well as, work independently with a minimum amount of direction and/or supervision.
• Ability to generate goodwill for the Agency with staff, clients, family members and referral sources.
• Demonstrate a strong commitment to client service excellence.

BENEFITS:

• 401K
• Healthcare Stipend
• 3 Wks PTO
• A job that makes a positive impact in people's lives.

PM19