Director of Care Support - Full-Time

Job Description

Job Description

Care Advantage, Inc has an exciting opportunity to add to our team! We are the largest privately-owned home care company in the Mid-Atlantic

We currently looking for a Director of Care Support to join our growing team, working out of our corporate office in the North Chesterfield area

We offer a competitive wage, excellent benefit package to include 17 days of paid vacation and 10 paid company holidays along with the opportunity to join a winning team. We invite you to apply today!

Care Advantage, Inc. a home care company that specializes in one-on-one quality personal care and companionship in the home, hospital, nursing home or rehabilitation center. Care Advantage serves patients in the Virginia, Maryland, Delaware and greater Washington D.C. area. We tailor make care plans that works for our clients whether transitioning from the hospital to home or companionship for a few hours a day. Our staff is comprised of individuals who care about the patients we serve and the services we deliver. Care Advantage is here to give families and facilities peace of mind and to provide affordable nursing help with whatever is needed, whenever it is needed.

Job Summary:

The Director of Care Support (DCS) is a member of the Care Advantage team under the supervision of the Executive Vice President. The DCS is responsible for managing and leading all Care Services functions and leading CS team members. The DCS oversee daily work activities while actively taking calls as needed to coordinate care services. The DCS adheres to all Federal, State, Local and Company policies and regulations. This position promotes and supports the Company's core values of Compassion, a positive Attitude, Respect and Excellence.

Essential Job Responsibilities:

• The DCS leads daily call center activities for all of Personal Care to include but not limited to:
  • Hires, guides and motivates Care Support staff, and leaders, providing performance structure and correction to align activities with the company's core values and the needs of the community
  • Reviews call data regularly for training and awareness purposes
  • Ensures a continue positive momentum in the call center data records to include number of calls answered, time to answer, customer satisfaction, etc.
  • Develops training programs to increase knowledge and capability of Care Support staff
  • Creates schedule for Care Support team and manages time off requests
  • Reports out on trends and call center data weekly
  • Works with leadership to brainstorm and problem solve issues that arise
• Effectively performs regional scheduling activities
  • Performs and oversees scheduling needs for each branch office within the region after hours and on weekends to ensure all clients' needs are met timely and accurately
  • Fields calls from clients, and primary caregivers (family members) and caregivers and takes appropriate action in a timely manner
  • Acts as a liaison, communicating between office team and clients/caregivers afterhours and on the weekends
  • Responds promptly to urgent needs and communicates appropriately

Universal Job Responsibilities:

• Understands and promotes Mission, Vision & Values at all times
• Adheres to all Company standards and policies
• Ensures timely resolution to problems, concerns or complaints brought to your attention and relay to applicable staff members
• Responsible for reflecting behavior, attitude, and appearance appropriate for the Company, the position and your current activity
• Responsible for communicating effectively and cohesively with others within the office, field staff, our clients, and vendors
• Displays a commitment to service excellence through seeking opportunities for improvement, producing quality work, adapting well to change, being an active listener and solid communicator
• Performs additional tasks as noted by office administration

Requirements:

• High School Graduate or G.E.D. equivalent, with a minimum of two years working in a call center environment
• Experience working in a leadership role and with call metrics
• Attention to detail, be organized and possess strong communication skills
• Satisfactory reference from prior employers
• Excellent customer service a MUST
• Must be able to work in the assigned office location, be on time and be reliable

If this sounds like you and your desire to join a growing team then we invite you to apply today!

Location: 23112, 23114, 23235, 23238, 23832

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