Manager of Client Experience

The role of the Manager of Client Experience Team is to lead the customer service/intake team as well as the authorizations team. This individual will establish direction, workflows, and processes as the first point of contact with potential patients/clients while overseeing the insurance verification process throughout the client’s lifetime with the organization. The Manager will create and maintain a team that provides exceptional customer service and guidance to families of newly diagnosed patients, helping put families at ease while guiding them from the initial call through start of care and ongoing authorization support.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, as well as lead others who do the same. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Understands and maintains Client Relationship Management (CRM) and task management systems, including Salesforce or similar platforms, used to facilitate intake workflows, task assignments, communication tracking, and operational reporting.
• Acts as liaison between intake and all regional leadership teams to help each reach their individual growth goals by way of onboarding new clients successfully.
• Acts as liaison between authorizations and all regional leadership teams to help each region maintain their active client list and keep clients on service.
• Creates and maintains training protocols for Intake Specialists and Care Coordinators.
• Strategizes ways to continuously improve the intake process, client experience, and the systems used to facilitate both.
• Understands the different payer portals and processes needed to maintain client authorizations.
• Creates and maintains processes and procedures for properly communicating with new clients including de-escalation tactics for challenging conversations.
• Manages how the organization connects with new clients via phone, chat, fax, email, etc. to ensure support needs are met during business hours in all operational regions.
• Frequently reviews the intake journey for clients to identify opportunities for improvement.
• Ensures that all admission forms are properly signed and filed.
• Communicates with other team members constructively in order to reduce conflict and enhance resolution of issues.
• Respects client or patient dignity and confidentiality.
• Understands and communicates insurance benefits and eligibility to prospective clients.
• Performs other related duties as assigned.

Supervisory Responsibilities

• Manage all Intake Care Coordinators.

Requirements

• Bachelor’s degree and/or 5+ years of equivalent healthcare administration, client experience, intake, authorizations, or operational leadership experience preferred.
• Prior management experience.
• Experience utilizing Salesforce and/or other client relationship management (CRM) or task management systems preferred.
• Demonstrates the ability to use standard office equipment such as telephones, computers, copiers, fax machines, and others.
• Displays the ability to communicate with others effectively, listen closely, and convey points clearly.
• Shows proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Google Suite, and other computer programs.
• Shows the ability to calm frustrated clients quickly and make decisions based upon anticipated outcomes.
• Possesses the ability to adjust to constantly changing workloads.
• Strong written and communication skills.
• Ability to multitask and maintain exceptional organizational skills.
• Ability to communicate and coordinate between departments.

Affirmative Action/EEO statement

InBloom Autism Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.