Are you seeking a rewarding career where you play a crucial role in improving lives? If you are passionate about making a difference and thrive in a customer-centric environment, this might be the perfect opportunity for you!
The Lead Staffing Coordinator oversees and supervises the staffing coordinators and plays a pivotal role in enhancing customer service operations. They serve as the expert in frontline support for our customers (internal, external, and potential) 7 days a week, 24 hours a day. This role involves efficiently managing high inbound call volume, ensuring effective use of software applications, collaborating closely with operations to ensure day-to-day needs and organizational objectives are met, supporting and handling scheduling needs, excellent documentation, and task management. This role is integral to our commitment to delivering superior customer service and achieving operational excellence.
Responsibilities
- Support and lead a team of staffing coordinators to handle high inbound call volume professionally and efficiently, ensure exceptional customer service delivery, and achieve company goals and objectives. This includes training, feedback, and coaching to staffing coordinators for daily tasks and deliverables. Review caregiver preferred hours in our Point-of-Care software.
- Collaborate closely with operations to facilitate staffing efforts, ensuring adequate coverage for client needs.
- Identify open shifts with clients and strategically match/fill those vacancies based on client attributes and caregiver preferences.
- Think analytically to optimize caregiver schedules, ensuring maximum coverage and client satisfaction.
- Act as a business partner between caregivers, clients, and branch staff to ensure a cohesive experience for all parties involved.
- Promptly inform the branch of any changes or client complaints in real time.
- Document all interactions accurately and thoroughly in our Point-ofCare software.
- Provide constructive feedback to branch staff regarding caregiver performance, attendance, and client feedback about caregivers.
- Ensure that all communication and documentation are precise, detailed, thorough, and timely.
- Field inbound calls as necessary to assist our customer service team
Minimum Qualifications
- At least 1 year of experience in a healthcare setting with exposure to patient or employee scheduling, administrative work/data entry, or direct patient care.
- High School Diploma
- Strong analytical and problem-solving skills
- Demonstrated customer service and communication skills
- Attention to detail and organizational skills
- Technical proficiency in utilizing scheduling software and generating reports
- Ability to handle daily scheduling in a fast environment
- Fluent in spoken and written English
Preferred Qualifications
- Associate's degree
- Call center or customer experience
- Computer proficiency
Working Conditions
The Staffing Coordinator will spend 100% of their time in an office environment indoors. This will require time both spent at a computer station for office work and standing. The usual hours for this role will vary and most roles will require working at least one weekend day a week. This position will have intermittent supervision.
Physical Requirements
Role may require frequent standing, walking, sitting, keyboarding, and driving. Occasional twisting, climbing stairs, stooping, bending, kneeling or squatting. Seldom work above shoulders, and operation of equipment. Position will require the employee to talk and hear. Lifting can range from frequent 10 lbs. or less to seldom lifting of greater than 50 lbs.
Direct Reports
This position is responsible for leading and supervising members of the Staffing Coordination team.