Customer Care Manager (CCM)

Job Description

Job Description

CUSTOMER CARE MANAGER

Are you looking for a home care job where you can make a difference in people’s lives? Do you want to work for a home care agency that truly cares about you? That’s where you can shine. We are proud to offer you the opportunity to pursue your passion at your own level and with the recognition and benefits you need. Come work for us and see how BrightStar Care of Pensacola (“BrightStar Care”) employees uphold A Higher Standard. Responsibilities What We Offer:At BrightStar Care we value each of our employees and care about their wellbeing. We strive to provide best-in-class benefits packages, including:

• Exclusive Employee Discount and Gift Programs
• Bereavement pay
• 401(k)
• Paid Time Off
• Insurance:
  • Medical
  • Dental
  • Vision
  • Critical Illness
  • Cancer
  • Hospital Confinement
  • Accident
  • Short-Term Disability
  • Whole Life
  • Term Life
• Mileage Reimbursement for clinical / administrative positions
• Employee Assistance Program
• 13-week performance bonus
• On-Call bonus
• Enterprise Champion for Quality 8 YEARS RUNNING!
• Weekly pay w/ direct deposit
• HomeCare Pulse Employer of Choice
• Over 95% of BrightStar locations are Joint Commission accredited or in process!

Responsibilities

• Lead day-to-day customer care operations, serving as the primary point of contact for clients, families, caregivers, and referral partners.
• Manage caregiver scheduling and staffing to ensure client care needs are met while minimizing overtime, missed shifts, and lost revenue.
• Proactively resolve scheduling challenges, call-offs, and coverage gaps to maintain continuity of care.
• Support new client intake by educating prospective clients and families on BrightStar Care services and coordinating service starts.
• Monitor client satisfaction through touchpoint calls and service follow-up, escalating concerns and implementing service recovery plans as needed.
• Assist with intake, authorizations, billing, payroll, coding, and documentation processes to ensure operational accuracy and compliance.
• Partner with the Director of Nursing to support caregiver onboarding, training, competency validation, and ongoing performance management.
• Maintain accurate client and employee records in accordance with company policies and regulatory requirements.
• Track and report key operational metrics, including staffing coverage, client satisfaction, retention, and utilization.
• Contribute to agency growth initiatives, process improvement efforts, and achievement of performance goals.

Required Skills Preferred Qualifications
 

• 2+ years of experience in home care, healthcare staffing, healthcare operations, scheduling, or customer service management.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong customer service and conflict-resolution skills.
• Experience with scheduling software, EMR/CRM systems, or workforce management platforms preferred.
• Demonstrated ability to build relationships with clients, employees, and healthcare professionals.
• Strong attention to detail, organizational skills, and follow-through.
• Comfortable working with performance metrics and accountability goals.
• Proficient in Microsoft Office, including Outlook, Excel, and Word.

We are an Equal Opportunity Employer and do not discriminate against applicants on the basis of race, ethnicity, gender, veteran status, or disability or any other federal, state, or local protected class.