The posting
Call Center & Company Communications Manager
Open Arms Solutions & FCS
Remote, Local to Chicago area
Full-Time
About the Role
Open Arms Solutions is looking for a highly organized, personable, and responsive Call Center & Company Communications Coordinator to oversee our live answering and company communication functions.
This is a highly visible role within our organization. You will help ensure that clients, families, caregivers, referral partners, and employees receive a professional and helpful experience whenever they contact Open Arms and FCS.
You'll also serve as an important communication link between our callers and our internal teams, helping make sure questions get answered, messages reach the right people, and urgent concerns do not fall through the cracks.
The position currently oversees the live answering/call-routing function and supports communication across caregivers, clients, office staff, and leadership.
What You'll Do
Manage Our Main Phone & Call Center Function
- Help oversee the day-to-day operation of our live answering and call-routing function.
- Ensure incoming calls are answered professionally and directed to the appropriate person or department.
- Monitor call quality, response times, and message accuracy.
- Identify recurring questions, complaints, or communication issues and bring them to leadership's attention.
Create an Excellent Caller Experience
- Provide a warm, professional experience for clients, families, caregivers, referral sources, and community partners.
- Help callers navigate the organization and connect quickly with the right resource.
- Maintain clear call guides, FAQs, and scripts for commonly received questions.
- Ensure urgent calls and escalations are appropriately handed off to Scheduling, Client Services, HR, or leadership.
Support Company-Wide Communication
- Help information move clearly and consistently between departments.
- Support internal communication so employees remain informed and aligned.
- Track common questions or issues coming through the phone system and identify opportunities to improve communication and processes.
Provide Administrative & Project Support
- Assist with company communications, documentation, and special projects.
- Coordinate follow-up across multiple departments.
- Help ensure important assignments move from discussion to completion.
- Support HR-related communications and projects when assigned.
- The current position has also supported employee communications, policy/process development, documentation, employment verification, and investigation-related work.
What We're Looking For
The ideal candidate is someone who:
- Communicates exceptionally well by phone, email, and in person
- Is warm, professional, confident, and service-oriented
- Is highly organized and dependable
- Can manage several priorities without losing track of details
- Takes ownership instead of waiting to be reminded
- Exercises good judgment when handling sensitive situations
- Knows when to solve an issue directly and when to escalate it
- Can work effectively with employees at every level of an organization
- Is comfortable learning systems, processes, and new responsibilities
- Enjoys being the person who helps keep communication and follow-through organized
Technology
The ideal candidate is someone has direct user experience with:
- Office 365 suite of technology: Outlook, Teams, CoPilot
- Wellsky personal care
- Paycom payroll system
- Monday.com CRM
Preferred Background
We would especially value candidates with experience in one or more of the following:
- Call center or high-volume phone operations
- Customer service
- Office or administrative management
- Healthcare, home care, senior care, or another service-oriented organization
- Employee communications
- HR or employee-relations support
- Project coordination
What Success Looks Like
Success in this role means people consistently feel that someone answered, someone listened, and someone took ownership.
Calls are routed correctly. Messages don't disappear. Urgent issues reach the right people. Employees know where to go for answers. Leadership understands recurring issues, and communication across the company becomes simpler and more reliable.
About Open Arms Solutions
Open Arms Solutions provides care and support to seniors and their families. Our team works closely with clients, caregivers, employees, and community partners, making communication, responsiveness, and follow-through essential to the experience we provide.
If you're a strong communicator who loves helping people, creating organization, solving problems, and making sure things get done, we'd like to hear from you.
