Join arenaflex, a leading provider of innovative solutions in the healthcare industry, as we seek an experienced Customer Care Manager to lead our remote team in Wisconsin. As a key member of our customer care department, you will be responsible for managing daily office tasks, supporting field staff, and coordinating office duties for multiple locations. If you have a passion for delivering exceptional customer service, a proven track record of leadership, and a knack for problem-solving, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that is dedicated to providing cutting-edge solutions in the healthcare industry. With a strong commitment to innovation, customer satisfaction, and employee development, we offer a unique and supportive work environment that fosters growth and collaboration. Our team of dedicated professionals is passionate about making a positive impact on the lives of our clients and their families, and we are seeking like-minded individuals to join our ranks.
**Major Duties and Responsibilities**
As a Customer Care Manager at arenaflex, you will be responsible for the following key duties and responsibilities:
* **Lead Customer Care Process and Procedure**: You will be the lead point person for our customer care process and procedure, including the scheduling of direct care staff for private duty and medical staffing clients.
* **Manage Unstaffed Shifts**: You will be responsible for managing unstaffed shifts by optimizing caregiver availability to reduce overtime and lost revenue.
* **Support Multiple Locations**: You will support multiple locations and manage large amounts of inbound and outbound calls in a timely manner, serving as the point person for client, family, direct care staff, and other inquiries.
* **Supervise and Educate Direct Care Staff**: You will supervise, educate, and coach direct care staff in non-clinical matters, ensuring that they have the skills and knowledge needed to provide exceptional customer service.
* **Participate in After-Hours On-Call Rotation**: You will participate in an after-hours on-call rotation for multiple regional locations, providing support and assistance as needed.
* **Provide Information for Statistics and Reports**: You will provide information to be used for statistics, reports, and records for purposes of evaluation and reporting of organization activities.
* **Oversee Touchpoint Process**: You will oversee the touchpoint process and report results to leadership, ensuring that we are meeting our customer satisfaction goals.
* **Assist in Goal Development**: You will assist in the development of organization goals and performance improvement activities, working closely with leadership to identify areas for growth and improvement.
* **Maintain Records and Ensure Compliance**: You will assure proper maintenance of records in compliance with Human Resources, local, state, and federal laws, and ensure that all relevant laws and regulations are followed.
**Required Qualifications**
To be considered for this exciting opportunity, you must meet the following required qualifications:
* **Education**: You must have a High School Diploma or equivalent.
* **Related Work Experience**: You must have a minimum of one (1) year of managerial or supervisory experience, and a minimum of two (2) years of experience in customer service in a doctor's office, hospital, medical staffing, or home health care environment.
**Skills and Abilities**
To succeed in this role, you must possess the following skills and abilities:
* **Excellent Communication Skills**: You must have excellent communication skills, with the ability to communicate in a professional, empathetic manner.
* **Computer Skills**: You must have experience using computer programs, including software and systems relevant to the healthcare industry.
* **Problem-Solving Skills**: You must be a problem solver with the ability to think creatively and innovatively.
* **Licensed Driver**: You must be a licensed driver with reliable transportation that is insured in accordance with the organization's requirements.
* **Clean Motor Vehicle Record**: You must have a clean motor vehicle record, background, and criminal record.
* **HIPAA Compliance**: You must be able to maintain confidential information and adhere to HIPAA regulations.
**Working Conditions**
This role is a remote position, and you will be working from home. However, you may be required to attend on-site meetings on occasion.
**Physical Requirements**
To perform the duties of this role, you must be able to:
* Remain in a seated or standing position for long periods of time.
* Have visual and hearing acuity.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we are committed to the growth and development of our employees. As a Customer Care Manager, you will have opportunities to:
* Develop your leadership skills and take on new challenges.
* Participate in training and professional development programs.
* Collaborate with a talented team of professionals who are passionate about making a difference in the lives of our clients and their families.
**Work Environment and Company Culture**
arenaflex is a dynamic and supportive work environment that fosters growth, collaboration, and innovation. Our team of dedicated professionals is passionate about delivering exceptional customer service and making a positive impact on the lives of our clients and their families. We offer a unique and supportive work environment that includes:
* Flexible work arrangements, including remote work options.
* Opportunities for professional development and growth.
* Collaborative and supportive team environment.
* Recognition and rewards for outstanding performance.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Salary: $60,000 - $80,000 per year, depending on experience.
* Benefits: Medical, dental, and vision insurance, 401(k) plan, and paid time off.
* Perks: Flexible work arrangements, professional development opportunities, and recognition and rewards for outstanding performance.
**How to Apply**
If you are a motivated and experienced customer care professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!