**Experienced Customer Service and Scheduling Manager - Home Healthcare - Remote Opportunity**

At arenaflex, we're dedicated to revolutionizing the home healthcare industry by providing exceptional care and services to our clients. As a key member of our team, we're seeking an experienced Customer Service and Scheduling Manager to lead our market operations and drive financial performance. If you're a results-driven leader with a passion for delivering outstanding customer service, we want to hear from you.

• *About arenaflex**

arenaflex is a leading provider of home healthcare services, committed to delivering high-quality care and support to our clients. Our team of dedicated professionals is passionate about making a difference in the lives of our clients and their families. We're proud to offer a dynamic and supportive work environment that fosters growth, innovation, and excellence.

• *Job Summary**

As a Customer Service and Scheduling Manager, you'll be responsible for leading a team of Client Success Coordinators and Recruiters, managing day-to-day branch operations, and driving financial performance. You'll work closely with our leadership team to establish a culture of service excellence and ensure that our clients receive the highest levels of care and support.

• *Key Responsibilities**

### Team Management & Leadership

• Monitor real-time team performance to drive service level goals and make informed decisions to improve team efficiency and effectiveness.
• Prepare reports to assess individual staff performance and accuracy, and provide constructive feedback to maintain a high standard of service delivery.
• Conduct regular performance evaluations and act as a coach and trainer to support team growth and success.
• Ensure 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 the VP of Operations, facilitate resolution of issues and prepare effective communication of issue resolution to staff.
• Determine territory recruitment needs and achieve recruitment and retention goals.
• Attend 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

• Participate 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.
• Work closely with the territory care manager and coordinator to ensure client satisfaction and provide service recovery where needed.
• Ensure all services are billed accurately at the close of every billing cycle.
• Demonstrate the highest standards of customer service delivery on a daily basis.
• Ensure 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.

• *What We Offer**

• Competitive salary range: $75,000 - $80,000
• Opportunity to work with a dynamic and supportive team
• Professional development and growth opportunities
• Comprehensive benefits package
• Flexible work environment with remote work options

• *How to Apply**

If you're a results-driven leader with a passion for delivering outstanding customer service, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team at arenaflex.

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