Manager of Client Experience
About The Position
The role of the Manager of Client Experience Team is to lead the customer service/intake team as well as the authorizations team. This individual will establish direction, workflows, and processes as the first point of contact with potential patients/clients while overseeing the insurance verification process throughout the client’s lifetime with the organization. The Manager will create and maintain a team that provides exceptional customer service and guidance to families of newly diagnosed patients, helping put families at ease while guiding them from the initial call through start of care and ongoing authorization support.
Requirements
- Bachelor’s degree and/or 5+ years of equivalent healthcare administration, client experience, intake, authorizations, or operational leadership experience preferred.
- Prior management experience.
- Experience utilizing Salesforce and/or other client relationship management (CRM) or task management systems preferred.
- Demonstrates the ability to use standard office equipment such as telephones, computers, copiers, fax machines, and others.
- Displays the ability to communicate with others effectively, listen closely, and convey points clearly.
- Shows proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Google Suite, and other computer programs.
- Shows the ability to calm frustrated clients quickly and make decisions based upon anticipated outcomes.
- Possesses the ability to adjust to constantly changing workloads.
- Strong written and communication skills.
- Ability to multitask and maintain exceptional organizational skills.
- Ability to communicate and coordinate between departments.
Responsibilities
- Understands and maintains Client Relationship Management (CRM) and task management systems, including Salesforce or similar platforms, used to facilitate intake workflows, task assignments, communication tracking, and operational reporting.
- Acts as liaison between intake and all regional leadership teams to help each reach their individual growth goals by way of onboarding new clients successfully.
- Acts as liaison between authorizations and all regional leadership teams to help each region maintain their active client list and keep clients on service.
- Creates and maintains training protocols for Intake Specialists and Care Coordinators.
- Strategizes ways to continuously improve the intake process, client experience, and the systems used to facilitate both.
- Understands the different payer portals and processes needed to maintain client authorizations.
- Creates and maintains processes and procedures for properly communicating with new clients including de-escalation tactics for challenging conversations.
- Manages how the organization connects with new clients via phone, chat, fax, email, etc. to ensure support needs are met during business hours in all operational regions.
- Frequently reviews the intake journey for clients to identify opportunities for improvement.
- Ensures that all admission forms are properly signed and filed.
- Communicates with other team members constructively in order to reduce conflict and enhance resolution of issues.
- Respects client or patient dignity and confidentiality.
- Understands and communicates insurance benefits and eligibility to prospective clients.
- Performs other related duties as assigned.
- Manage all Intake Care Coordinators.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
