Experienced Customer Care Manager - Remote in Wisconsin

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! Apply for this job