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