Service Center Manager in Louisville, KY at ResCare

Date Posted: 7/3/2018

Job Snapshot

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Job Description


Title: Service Center Manager

Job Category: Operations Management

Line of Business: HomeCare Services

About ResCare

Join us in transforming peoples' lives and their communities! ResCare is a one-of-a-kind human services company offering services for people with intellectual and developmental disabilities, home care for seniors, as well as education, vocational training, and job placement for people of all ages and skill levels. Right now, we have an exciting opportunity for you to join our team as a Service Center Manager.

About this Line of Business

As one of the industry's largest providers, HomeCare services offers care for more than 20,000 individuals across the country. We deliver quality, compassionate and highly individualized in-home care and support that helps seniors stay at home - all while maximizing their dignity, privacy and independence. Whether our clients are recovering from illness, injury or surgery, living with a chronic disability or dealing with the natural process of aging, our services are tailored to meet the individual needs of people of all ages, physical conditions and cognitive abilities.

HomeCare services include personal care and homemaking programs, professional nursing, geriatric care management, Alzheimer's/dementia care, respite care and other programs, as well as differentiated offerings in home monitoring with Rest Assured(R) Telecare that help reduce hospital visits and keep people in their homes longer.

As a(n) Service Center Manager you will: 

This position is responsible for the operations and outcomes of the Home Care Service Center 365 days per year.  This position is responsible for growth of home care operations through driving conversions of incoming inquiries

Essential Job Responsibilities:

  • Responsibility for a minimum of 7 direct reports
  • Ensure Customer Service Reps understand processes and consultative sales process to drive results
  • Manage inbound and outbound 800 line customer calls for sales, services, employment, complaints and general problem solving
  • QA calls and coach CSR’s to improve. 
  • Work with ED’s, BMs to ensure case acceptance rate is over 90%
  • Identify and implement referral growth opportunities
  • Call Center system oversight, testing and implementation
  • HR functions related to hiring, mentoring and growing staff.
  • Ongoing training and development
  • Ensure compliance and regulatory standards are met in all processes
  • Other Duties as assigned.

Position Requirements

  • Bachelor’s degree Required
  • Minimum of 2 years management experience required
  • 1 year Service / Call Center environment or Health care environment department required.
  • Professional Customer Service skills with excellent problem-solving experience required
  • Growth or sales experience in a health care preferred
  • Home care experience preferred
  • Detail oriented, ability to adapt and prioritize in a fast paced, dynamic work environment

Additional Information


ResCare offers a comprehensive benefits package to full-time employees including medical, dental, vision, paid time off, disability, life, and tuition reimbursement. All employees age 21 and older are eligible to participate in the 401(k) retirement savings plan.

ResCare is an Equal Opportunity Employer. ResCare does not discriminate against any person on the basis of gender, race, color, national origin, religion, disability, age, veteran status, gender identity or sexual orientation in admission, treatment, or participation in its programs, services and activities, or in employment, or on the basis of gender in its health programs and activities.

9901 Linn Station Rd FL 6 - 11 , Louisville, KY 40223-3824 USA