Weekend Customer Service Manager - Home Care

This is a weekend and holiday customer service manager remote position. The candidate selected for this role will work the following schedule:

Coverage Hours (all EST)

Friday: 5pm-10pm (5hrs)

Saturday: 8am-10pm (14hrs)

Sunday: 8am-10pm (14hrs)

Monday: 6am-10am (4hrs)

Total: 37hrs per week

ALL Holidays: 8am-10pm, paid a holiday premium in addition to salary

New Years Day

MLK Day

Memorial Day

Juneteenth

Independence Day

Labor Day

Columbus Day

Thanksgiving

Day After Thanksgiving

Christmas Eve

Christmas Day

New Years Eve


The Role

• Ensure after-hours & holiday operations run effectively.
• Lead, mentor, and manage a team of After Hour Coordinators 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 after hour & holiday operations for all markets, including scheduling, customer
satisfaction, quality standards, performance improvement, 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 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 after hours responsibilities and activities.
• In conjunction with VP of Operations, facilitates resolution of issues. Prepares and
disseminates effective communication of issue resolution to staff.
• Runs weekend and holiday check in meetings.
• Monitor and analyze key performance indicators, implementing strategies to enhance
territory efficiency and effectiveness (Margin, Uber, Overtime, Pay Rate)
• Adhere to all regulatory governing bodies.

Client Care
• Supervise and coordinate home care services.
• Act as the primary point of contact for escalated matters and make critical decisions, as
necessary.
• Provide support and guidance to caregivers
• Maintain a proactive approach to address any client concerns or emergencies
promptly, ensuring their well-being at all times.
• Works closely with the market manager, care manager and coordinator to ensure client
satisfaction, and provide service recovery where needed.
• 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

The yearly salary range for this role is $55,000 - $65,000.