Position Overview: Facilitate the day to day operations of the branch office including but not limited to, staffing and scheduling caregivers, customer service, human resources, and support for the clinical team, if applicable. Responsible for assisting in branch staffing via providing customer service, fielding incoming calls, ensuring client satisfaction.
Essential Job Functions:
• Responsible for the supervision and performance management of field staff (establishing, mastering, counseling, and correcting) to maintain quality of care and appropriate staffing levels.
• Responsible for case management within branch to provide outstanding care meeting the company's mission for each client.
• Respond to client grievances and complaints with through documentation and attention to their concerns. Resolve the issue while providing high quality customer service.
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• Respond to caregiver complaints with thorough documentation and attention to their concerns. Resolve the issue while providing high quality customer service.
• Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
• Coordinate staffing of clients' shifts according to the client's care plan.
• Upkeep the company's electronic health record system to ensure provision of quality care and documentation of an accurate record of company, client, and caregiver actions.
• Responsible for ensuring field staff/client interpersonal and relationship management.
• Performs all other duties as required and assigned by OSH representative.
• Follows Open Systems Healthcare's Policies and Procedures.
Follows Federal, State and local laws and regulations pertaining to home care services
Requirements
Required Qualifications:
• Experience in customer service preferred.
• Evidence of Tuberculosis screening that meets CDC guidelines.
• Must have a reliable form of transportation.
• Basic understanding of Microsoft Office.
• Teamwork: Works collaboratively together with others to achieve group goals and objectives
• Accountability: Takes personal responsibility for the quality and timeliness of work and actions, and achieves results with little oversight.
• Conscientious: Conscientious in work ethic and interpersonal management
• Motivation: Focuses on results and desired outcomes and how best to achieve them. Gets the job done.
• Complex Problem Solving: Resolves difficult or complicated challenges.
• Development and Continual Learning: Displays an ongoing commitment to learning and self-improvement.
Preferred Competencies:
• Able to work in a fast paced work environment.
• Ability to effectively communicate externally as well as internally with all levels of the organization.
• Focus on Client Needs: Anticipate, understand, and respond appropriately to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Ability to handle confidential information in compliance with HIPAA.
• Ability to handle sensitive information in a calm and professional manner.
• Ability to lead change and innovation.
• Ability to manage multiple tasks on a daily basis and manage time efficiently.
• Public relations ability, interpersonal skills and professional telephone manner.
• Resourcefulness
• Attention to detail
• Interpersonal communication
Work Environment and Physical Demands:
• The employee is occasionally exposed to a variety of conditions at client sites.
• 50% or more travel time possible dependent on branch and need.
• Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.
• Ability to perform tasks involving physical activity, which may include light-medium moving and extensive self-positioning.