Customer Care Manager

The Customer Care Manager is responsible for obtaining and placing on schedule all service shifts ordered by the agency’s clients. The Customer Care Manager is responsible for contacting by email, phone calls, texts, and any other identified means of communication with our services field staff to place on schedule. Once hired in an exempt position, the candidate will accept one week per month of agency after-hours on-call duty.

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  Manage client and customer care procedures, serving as a key point of contact for client relations and service inquiries.

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  Handle incoming calls, including participation in an on-call rotation for after-hours support.

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  Process new client referrals, schedule home consultations, and convert prospective client inquiries into appointments.

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  Coordinate with the Director of Nursing (DON), field staff, and caregivers to ensure care plans are properly communicated and followed.

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  Conduct regular client and caregiver follow-ups (24 hours, 7 days, 30 days, and ongoing) to ensure satisfaction and quality care.

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  Schedule and manage staff coverage to meet client care needs while minimizing overtime and maintaining 24/7 service availability.

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  Maintain accurate client records, schedules, and documentation within company systems and databases.

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  Track and address client feedback regarding caregiver performance and quality of care.

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  Utilize internal systems and technology tools to support scheduling, reporting, and operational processes.

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  Support competency assessments and staff coordination under the supervision of the Director of Nursing.

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  Ensure compliance with company procedures, service standards, and data security requirements.

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  Demonstrate leadership, accountability, and proactive problem-solving to support team performance and client satisfaction

• College Diploma required; Bachelor's preferred.

• Proficient in MS Office (Outlook, Word, Excel, and PowerPoint)

• Minimum of 2 years’ experience as a customer service provider within a healthcare office setting; knowledge of HIPAA and healthcare office regulations.

• Excellent organization, planning, and project management skills.

• Transportation to meet the needs of the position and scope of job responsibilities.

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!