Virtual Customer Care Manager (CCM)

The Virtual Customer Care Manager ensures high-quality client and customer care across all touchpoints, driving inquiry conversions, scheduling efficiency, and overall client satisfaction. This role indirectly supervises all field staff (HHA, CNA, LPNs, RNs, Therapists) under the direction of the Director of Nursing (DON).

• →

  Manage customer care procedures and serve as primary client contact.

• →

  Meet or exceed inquiry-to-client conversion goals.

• →

  Ensure high-quality care at all touchpoints (phone, in-home consultation, follow-ups at 24 hours, 7 days, and every 30 days).

• →

  Support intake calls, referrals, and service agreements.

• →

  Maintain client satisfaction scores of 9+ and deliver a “perfect 10” experience.

• Answer office phones professionally.

• File, scan, and upload employee/client documents 

• Process new hire paperwork and maintain compliance.

• Enter new clients/employees into ABS within 24 hours.

• Review schedules daily for accuracy and open shifts.

• Support technology tools (ABS2, Monday.com, Workbright, BrightConnect).

• Participate in new hire orientation and update Monday.com data.

• Collaborate with Recruiter daily to meet staffing needs.

• Assist with interviewing and onboarding.

• Conduct initial calls to new hires and coordinate schedules.

• Monitor employee compliance with credentials and certifications.

• Conduct routine performance coaching and participate in reviews.

• Manage employee recognition initiatives (e.g., Employee of the Month).

• Schedule staff for personal care, skilled care, and staffing engagements.

• Provide weekly client schedules by Friday.

• Manage staff absences and ensure 98–100% coverage with minimal overtime (<1%).

• Ensure consistency of staff assignments to clients.

• Coordinate with DON to confirm staff training and readiness.

• Track client feedback and maintain quality standards.

• Process schedules for up to 2,700 hours per week.

• High School Diploma required; Bachelor’s preferred.

• MA, LPN, RN, EMT certification preferred but not required.

• Minimum 1 year as Customer Care Manager or in healthcare customer service; knowledge of HIPAA and healthcare regulations.

• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint); strong organizational and project management skills.

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!