Customer Care Manager (CCM)

Job Description
BrightStar Care of Baraboo is seeking a Customer Care Manager to support daily office operations and deliver exceptional service to our clients and families by supervising the field staff. This role oversees scheduling, customer care coordination, and smooth day‑to‑day workflow in a fast‑paced home care environment.
Responsibilities
Customer Care & Client Support
Communicate regularly with clients, families, and field staff.
Lead customer care processes, policies, and procedures.
Coordinate regular communication with clients and families.
Oversee client and caregiver touchpoints and report outcomes.
Ensure compliance with state regulations, company policies, and accreditation standards (including The Joint Commission).
Maintain accurate documentation of client records, care plans, and service activity.
Participate in case conferences and interdisciplinary team meetings.
Staffing & Scheduling
Coordinate and schedule field staff for private duty and medical staffing clients.
Manage unstaffed shifts to maximize availability and reduce overtime and lost revenue.
Monitor timekeeping and support payroll coordination.
Assist with workforce planning and staffing needs.
Field Staff Support & HR Responsibilities
Supervise, coach, and educate field staff as directed.
Assist with onboarding and training of new field staff.
Maintain and update employee records in a timely manner.
Manage the performance review process for field staff.
Maintain confidentiality and support employee relations issues.
Apply HR best practices within daily operations.
General Office Operations
Handle high‑volume phone calls and inquiries.
Maintain accurate records, reports, and documentation.
Support day‑to‑day office operations as part of a collaborative team.
Skills & Qualifications
High School Diploma (required)
Minimum of 2 years of managerial or supervisory experience
1 year of experience in home health, hospital, or medical staffing (highly preferred)
1 year of CNA or caregiver experience (highly preferred)
Strong communication, organizational, and conflict‑resolution skills
Ability to manage multiple client cases and staff schedules
Knowledge of healthcare regulations and patient care standards
Strong problem‑solving and creative thinking abilities
Valid driver’s license and proof of auto insurance (required)
Working Conditions
Full-Time role in person, in the office Monday-Friday 8:30am-5:00pm CT and participates in the after hours on-call rotation.