Manager of Customer Experience

Job Description

Oakland Family Services offers a warm and engaging work environment and opportunity to work with dedicated, professional colleagues. We offer exceptional benefit plan, flexible work schedules, advancement opportunities, work-life balance initiatives and more. Our staff tell us that they value working for an organization committed to quality, have a good working relationship with their supervisor and feel valued by senior management.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS

This is a management position,responsible for performing a wide variety of office work and clerical details relative to the operation of the front office of each agency site. The Manager of Customer Experience has responsibility for the clerical operations in the office, including guiding and/or training of clerical staff in Day One and Specialized Services for Youth programs. Incumbents may be requested to perform related tasks other than those specifically presented. In addition to the duties prescribed to all office managers, the Manager of Customer Experience is responsible for providing leadership and assistance to the customer experience team in areas of problem solving, data management and billing issues. The position reports to the Director of Day One Behavioral Health Services.

SPECIFIC DUTIES/JOB EXPECTATIONS

• Plans and organizes work on a daily, weekly and monthly basis so that customer accounting functions, processing of clients’ appointments, receptionist duties, office equipment management, client records management (open and closed cases) and processing reports are recognized as priorities. The Manager of Customer Experience assumes responsibility for customer experience personnel meeting deadlines for all processes.
• Responsible for establishing a Performance and Quality Improvement (PQI) Plan and environment in the front office of each site in accordance with the Agency’s PQI plan.
• Participates as a member of the Access team and provides support to site operations.
• Ensures that policies and established procedures are followed in order to provide continuity and consistency in all offices.
• Provides on-going supervision that also includes supervision of evening hour coverage as required.
• Provides hands on accomplishment of office tasks.
• Supervises all customer experience staff assigned to the front office to include training, monitoring and evaluating performance(s) and participates with the Director of Day One Behavioral Health Services in the recruitment and hiring of support staff.
• Communicates with the Director of Day One Behavioral Health Services about any personnel situations that require intervention and resolution.
• Reviews, authorizes and coordinates requests for leave so that customer experience team coverage meets the minimum requirements of the Agency. Seeks approval for all extraordinary leave requests.
• Responsible for cross-training as an Intake and Insurance Verification Specialist to assist in the provision of coverage during vacations and other leaves of absence.
• Communicates problem areas or client problems with the Director of Day One Behavioral Health Services. Assists in managing and maintaining all business equipment which includes but is not limited to copiers, postage machines, computers and printers in each office. Communicates with the Director of Facilities and Director of IT, as needed relative to building and equipment concerns.
• Responsible for monitoring materials and preparing purchase orders for required supplies at each office to include forms, files, and other necessary office supplies.
• Completes monthly site audits of customer experience team processes and functions as determined in partnership with the Director of Day One Behavioral Health Services.
• Provides leadership to the Office Coordinators in the areas of problem solving, system and billing issues.
• Acts as liaison between customer experience team and Billing Department as deemed appropriate.
• Acts as liaison between Office Coordinator team and Director of Day One Behavioral Health Services on areas of system issues, billing issues and process issues as deemed appropriate.
• Responsible for reviewing month-end reports (including but not limited to: failed activities, failed claims, balances and activities with no status), following up with customer experience team regarding status and completion, and providing updates to the Director of Day One Behavioral Health Services.
• Provides monthly data reports to the Director of Day One Behavioral Health Services (including but not limited to: authorizations, intake calls, engagement and collections).
• Handles other duties as assigned.

QUALIFICATIONS

• Associates degree in Secretarial Science or Business Management or advance course work in the Fundamentals of Office Management.
• A minimum of five years of experience in office work with three years of supervisory experience.
• Computer knowledge and skill to include a minimum typing speed of 60 words per minute.
• Familiar with business formats as appropriate to the Agency needs.
• Experience in bookkeeping and/or patient accounting procedures.
• Knowledge about effective supervisory practices to include positive techniques for motivating, teaching, coaching, delegating and evaluating assigned personnel.
• Special abilities and skills necessary to perform the required tasks that best meet the needs of the agency also will be considered. Any standard above may be waived when compensating specifications or circumstances exist.
• Experience in a Human Services setting highly desired.

Job Type: Full-time

Job Type: Full-time

Experience:

• Customer Service: 1 year (Preferred)

Education:

• Associate (Preferred)

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Flexible schedule