T he 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.