Customer Experience Manager
Company: Behavioral Health Services North Inc
Location: Queensbury
Posted on: May 16, 2022
Job Description:
Job DescriptionBHSN, one of the fastest growing organizations
providing whole person care in the region, is in search of
passionate individuals to join our rapidly growing team!Your role
at BHSN:A Customer Experience Manager is on the front lines of
delivering an exceptional customer experience for those that we
serve in those organizations in which we partner. At the discretion
of the program director, may be assigned to train and supervise
other staff as deemed appropriate. Manages and supports the
Customer Experience team and its processes while providing overall
support to Clinic Providers and Clinicians. What's in it for
you?
- Generous time off (with no wait time for accruals)
- Health, vision, and dental coverage (at a low-cost to you)
- Retirement savings plans
- Opportunities for advancement and growth within BHSN
- Mentorship and training programs
- Minimum 10 paid BHSN holidays off annually
- Working within our community, making a real impact, & working
alongside passionate colleaguesWhat your day might look like:
- Analyzes and interprets monthly financial and operational
performance of clinical services to identify opportunities for
improvement and communicate findings and recommendations
- Develops policies and procedures for Customer Experience staff
to ensure clinical business operations are maximized
- Supervises the Customer Experience department including but not
limited to scheduling, performance management and employment
actions
- Provides support to and monitors clinicians and providers
regarding documentation compliance
- Ensures company policies, guidelines, professional
expectations, and service standards are followed
- Responsible for management of client financial accounts and
accounting of financial transactions
- Manages and supports the scheduling process to ensure
optimization of clinician and provider schedules and appropriate
time is allotted for billable services, supervision meetings,
trainings, etc.
- Ensures client missed appointments are tracked and followed up
on
- Provides highest level of patient experience by ensuring data
is monitored on a regular basis and staff are constantly exhibiting
behaviors and services that service recipients expect and
deserve
- Implements best practices in the hiring, training, performance
management, and retention of team members
- Ensures compliance to HIPAA, quality assurance standards, and
company operational procedures and policies
- Directs and supervises the daily job duties of the Customer
Experience team members, interns and other assigned staff
- Optimizes the patient experience creating a personalized
experience for customers
- Coaches and supports staff by motivating and promoting
professional growth
- Develops strong working relationships with medical staff and
customer service staff, promoting teamwork through demonstrated
behaviors, leadership capabilities, and effective
communication
- Develops and maintains relationships with clients and other
complementary professionals in the community
- Additional duties as assignedSkills and Qualifications:
- Bachelor's degree in healthcare administration, business or
consumer-related field preferred; years of experience involving
business, consumer or financial knowledge can count towards degree
requirements
- 2 years of office management experience required; medical
office experience preferred
- 1 year of provider schedule management experience required
- Previous supervisory experience preferred
- Possess knowledge to interpret basic financial information
- Interpersonal skills necessary to communicate effectively with
physicians, patients, coworkers and other department
representatives throughout the organization
BHSN is an equal opportunity employer. All applicants will be
considered for employment without attention to race, color,
religion (creed), gender, gender expression, age, national origin
(ancestry), disability, marital or military status.
Keywords: Behavioral Health Services North Inc, Albany , Customer Experience Manager, Executive , Queensbury, New York
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