Job Overview
- Motivates, directs and coaches staff to ensure quality care to all clients.
- Reviews staffing assignments to ensure the delivery of quality care to all clients and overtime for field staff is managed
- Ensures effective resolution of customer complaints to increase satisfaction and maintain customer loyalty
- Oversees staffing and the preparation of monthly schedules for Client Service Coordinators
- Oversees the hiring, training and orientation for Client Service Coordinators
- Collects and shares key performance indicator (KPIs) results with the team and engages team to conduct continuous improvement activities
- Organizes & evaluate workflows for the coordination team. Identifies trends, process gaps, and variations as part of establishing a continuous quality improvement
- Communicates serious service quality issues to the Regional Director/Manager for intervention and resolution where appropriate
- Supports the Regional Director/Manager with projects and day to day operations as required
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