We are looking for a Care Pro Relationship Manager who can develop and execute a consistent ongoing staffing strategy for the benefit of both our clients and Care Professionals (our caregivers). The role responsibly balances the needs and experience of both the client and Care Pro through partnership with the Client Manager. You’ll also provide support for agency audits as needed.
Responsibilities
This role proactively engages and builds relationships with our Care Pros. This breaks down into 4 main components of work:
- Oversee and execute market staffing strategy
- Develop and manage market ongoing staffing strategy through consistent Care Pro outreach and relationship building, staffing best practices, schedule building and adherence, and creative ongoing staffing processes (e.g. bundles, timing, etc.)
- Work in tight coordination with the Client Manager to understand specific Client context and care plans, suboptimal matches, and schedule nuances, in order to create the best ongoing scheduling match possible
- Collaborate closely with Market Recruiter to ensure new CP hires are onboarded in a timely manner
- Provide exceptional service to Care Pros
- Support Care Pros in the market by being their primary point of contact and providing actionable feedback and coaching to enable their success at every visit
- Build relationships with Care Pros in the market to facilitate quality matches between Care Pros and clients, and foster Care Pro retention
- Coordinate closely with Client Manager to execute care delivery
- Align with Client Manager on daily and weekly market priorities
- Communicate seamlessly to ensure scheduling decisions and Care Pro performance feedback are executed in a timely manner
- Share critical feedback and updates from Care Pros that impact Client Manager workflows
- Support Client Manager on partner communication, COVID related tasks, or billing / collections efforts as needed
- Partner across Honor to deliver a seamless experience
- Prioritize work with the market team to meet the dynamically changing needs of partners, clients and Care Pros, including triaging tickets and delegating work
- Work with the market team to manage real-time questions, issues, or changes relating to clients
- Work directly with Market Owner to ensure consistent CP performance management experience
- Work cross-functionally to provide feedback and to support to other internal efforts such as CPHR, Trust and Safety, Recruiting and Training
About you:
To succeed in the role, you’ll need:
- 3+ years of experience working in a complex client or patient management position or demanding customer service role
- Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
- Flexibility and availability to occasionally respond on evenings or weekends
- Prior experience in operations and/or healthcare/homecare a plus
