Customer Service Manager

Sunshine Behavioral Health•Denver, CO

4d•$80,000 - $90,000•Onsite

About The Position

Sunshine Behavioral Health is seeking a Customer Service Manager at our Cherry Creek office in Denver, Colorado. Our mission is to provide the highest quality substance abuse treatment services and deliver them with passion, integrity, and company spirit. Through our programs, individuals receive the tools to overcome their alcohol/drug dependencies and learn to manage co-occurring disorders. The Customer Service Manager will be responsible for hiring, supervising, coaching and developing the call center team, which is the first point of contact for prospective clients. Focused on ensuring clients smooth transition into our programs.

Requirements

2 – 3 years of experience leading people in phone sales and/or customer service environment.
Demonstrated ability to identify performance gaps and coach to those gaps to increase performance.
Clear and concise verbal and written communication skills.
Ability to engage employees and create a positive team environment.
Ability to stay calm under pressure and during sensitive situations.
Ability to maintain confidentiality and understand HIPAA

Nice To Haves

Management experience 5 years+.
Familiarity with and knowledge of insurance, including structure, standards and eligibility.
Knowledge of behavioral health and/or healthcare industries
Experience with Salesforce or comparable CRM

Responsibilities

Maintain and continue to develop highly engaged team through principals of servant leadership and other methods.
Conducting one-on-one coaching sessions with Customer Service Reps
Administrative supervisory tasks (e.g., timecards, scheduling, PTO approval, personnel actions)
Complete and deliver performance reviews in addition to providing ongoing feedback and development
Implements training to ensure staff is updated on service offerings, standard customer response procedures, facility policy updates and procedures.
Partner with HR and Director on department staffing, including attrition monitoring, hire CSR reps and coordinate training.
Monitor team and individual performance to include metrics (e.g., call time, conversation percentage.) and integrity of customer service-orientated conversations through live call monitoring.
Monitor trends related to the customer service department and implement action plans to increase performance.
Ensure client safety and satisfaction is the #1 priority above all else.
Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Able to maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and completing system audits and analyses.
Monitor client pipeline and trends to ensure streamlined process
Ensure smooth client handoff to the Admissions Coordinator team
Prepare Call Center team performance reports for leadership
Monitor open leads for prospective clients
Execute the recovery of lost clients
Decision making by implementing insurance knowledge
Meet and exceed budgeted sales quotas
Follow qualified leads timeline to admissions coordinators
Additional duties and responsibilities as assigned