Customer Support Manager

SUMMARY/OBJECTIVE:

The Customer Support Manager is a management position that oversees the daily operations of client support, central scheduling, and the intake process of the behavioral health practices in Malone, Saranac Lake, Massena, Ogdensburg, and additional locations as Citizen Advocates continues to expand geographically. This position represents and leads Citizen Advocate's first contact with our clients and leads the team in accurate data collection activities to support revenue cycle management. The Customer Support Manager will work closely with clients/patients, providers, billing, and our finance teams.

KEY FOCUS AREAS:

• World Class Customer Service, Scheduling, and Insurance Verification
• Strong Training, Staff Leadership, and Team Building
• Efficient Patient Flow/Experience
• Accurate and Timely Data Collection
• Reporting

Essential Functions (Job Duties)

• Provide leadership to direct reports, maintain and enhance customer relationships, meet organizational and operational objectives.
• Establish processes that ensure an efficient and seamless client experience, maintaining a focus best-in-class customer service.
• Ensure standardization and consistency of Customer Support training, policy, and adapt at building and sustaining strong, collaborative teams in a fast-paced.
• Drive accountability and process improvement based on key performance.
• Orchestrate cross-functional collaboration and alignment on key business recommendations and provide leadership, training, and employee development.
• Manage complex situations.
• Plan, prioritize, and delegate work tasks to ensure efficient practice.
• Knowledgeable about the services that we provide.
• Shift Coverage as needed.
• Ensure the necessary resources and tools are available to deliver quality customer service.
• Other duties as assigned by the Associate Director of Behavioral Health with close collaboration with the Director of Behavioral Health.

Success Factors

Is able to use logic to solve difficult problems with effective solutions; thinks outside the box and probes all fruitful sources for answers; is analytical, looks beyond the obvious, and does not stop at the first answers. Does this while working within current processes.

Incorporates technical knowledge with business requirements in assessing project scope and requirements while remaining sensitive to deadlines. Picks up on technical things quickly; can adapt to change and enjoys learning.

Is able to multi-task in a highly time-sensitive environment and is able to switch priorities with short notice.

Relates well to all kinds of people inside and outside the organization; builds appropriate rapport and constructive relationships; uses diplomacy, professionalism, and tact; can diffuse high-tension situations comfortably. Excellent oral and written communication skills.

Demonstrates courteousness, efficiency, and professionalism when communicating with colleagues and internal and external customers. Must have a flexible approach to situations and be willing and able to adapt as processes and systems change. Adapts communication to non-technical associates to ensure a clear understanding of project updates and modifications.

Competencies

• Confidentiality
• Crisis Management
• Customer/Client Focus
• Problem-Solving/Analysis
• Well Organized and Detail Oriented
• Team building and Employee Development
• Solution-Based Approach
• Excellent Interpersonal Skills
• Comply with all CAI policies and procedures
• Microsoft Office Applications

Citizen Advocates, Inc. is committed to equal opportunity for all employees and applicants. As a proud Equal Opportunity Employer (EOE), we do not discriminate based on race, color, national origin, ancestry, citizenship status, religion, sex, sexual stereotyping, sexual orientation, gender, gender identity, gender expression, age, marital status, mental or physical disability, medical condition, genetic information, military or veteran status, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other protected characteristic. Employment may be contingent upon Citizen Advocates, Inc.'s receipt of an acceptable and job-related background check, motor vehicle report, and/or reference check, as applicable and permissible by law.