The Customer Service Supervisor/HR Designee (CSS/HR) is responsible for coordinating quality care and customer service to our valued clients by assigning them with the appropriate staff, scheduling client services, identifying problem situations, and problem solving to strive for optimal outcomes. The CSS/HR will also provide support to the local branch in various aspects of employee recruitment, screening, hiring, record keeping and compliance. Performing a variety of administrative duties in support of human resources (HR) efforts, to include but not limited to: recruiting, hiring, onboarding, training and HR file compliance.
Understands and ensures adherence to the agreed plan of care for each client in your caseload
Facilitates communication and serving as a liason between the client’s circle of care which may include family members, assigned Power of Attorney/spokesperson, guardians, community partners and related agencies
Monitors and escalates changes in client’s plan of care, services or condition
Ensures proper documentation and record-keeping for agency payers
Coordinates schedules to ensure adequate staffing and processing of completed visits for billing and payment
Provides consultation and training as needed to Direct Care Staff (Caregivers) to ensure quality care and service
Provides HR support in the areas of employee recruitment, hiring, performance, retention, and compliance
Processes and reviews employment applications in the ATS to evaluate qualifications or eligibility of applicants within the timeline identified
Coordinates or supports new hire on-boarding as well as employee exit meetings
Assists with data management and file maintenance to include day to day data entry and employee data maintenance in the HRIS
Coordinates Personnel Action Forms (PAF) for assigned service site(s)
Ensures compliance with federal, state, and local employment laws and regulations
Monitors ongoing file compliance and ensuring all certifications/trainings are current and documents in the respective tracker
Other duties as assigned
Qualifications:
High school diploma or GED; some college coursework or Associates degree preferred
Two or more years of community service, client service or staffing experience
Two or more years of general office and computer experience (i.e. Microsoft O365, scheduling, HRIT)
One to two years of Human Resources with high volume recruiting experience preferred
One to two years in a supervisory role preferred
Prior experience delivering services to the elderly, disabled, or developmentally disabled preferred
Ability to make decisions quickly, and manage confidential information
Excellent customer service skills and experience working with the public in a friendly and professional manner
General knowledge in the areas of employment laws, human resources processes and procedures, data entry, and client support services
Minimal travel may be required