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
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