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Manager of Client Relations

2 months ago

Buffalo, New York, United States Jewish Family Services of Western New York Full time
About the Role

The Manager of Customer Service is a key position within the Jewish Family Services of Western New York organization, responsible for overseeing the day-to-day operations of the customer service department. This role requires a strong emphasis on client care and satisfaction, ensuring that the community's needs are met in a professional and culturally responsive manner.

Key Responsibilities
  • Supervision and Leadership: Oversees and provides direct supervision of Behavioral Health Customer Service staff, including scheduling, ensuring departmental coverage, and facilitating training.
  • Department Management: Manages all aspects of the Customer Service department, including developing policies and protocols in conjunction with leadership.
  • Reporting and Auditing: Prepares reports required for the operation and improvement of the Behavioral Health division, as well as performing ongoing audits of clinical charts as requested.
  • Process Improvement: Assists department leadership in evaluating and enhancing departmental processes to meet the needs of those served.
  • Client Scheduling: Manages client scheduling processes, including client reminder calls and outreach when appropriate.
  • Billing and Finance: Works with the billing company and finance department to develop processes required to complete billing services.
  • Customer Service: Provides recommendations for resolution around customer billing concerns.
  • Agency Involvement: Participates in agency and departmental meetings, relevant committee work, and professional development programs.
  • Facility Management: Opens and closes the building.
Requirements
  • Education: Associate degree or higher, or equivalent experience.
  • Experience: Two years of clinical intake experience preferred, with familiarity with medical billing processes.
  • Supervisory Experience: Two years of supervisory experience preferred.
  • Skills: Exceptional customer service skills, ability to maintain confidentiality, experience with administrative and clerical procedures and equipment, excellent organizational and time management skills, analytical abilities, attention to detail, and aptitude in problem solving.
  • Technology: Proficiency in Microsoft applications, including Word, Excel, Outlook, strong internet and database management skills, and experience with electronic medical systems, including electronic health records.
What We Offer
  • Competitive Salary: A competitive salary range of $58,500 to $62,000 per year, commensurate with experience and qualifications.
  • Benefits: Benefits such as health insurance, accrued Paid Time Off (PTO) of 4+ weeks, 401k retirement plan with company match, and 13+ observed holidays.
  • Work-Life Balance: A reduced full-time work week of 35 hours and early close on Fridays.
  • Supportive Environment: A supportive and collaborative work environment.
  • Meaningful Impact: The chance to make a meaningful impact in a dynamic and forward-thinking organization.