The Director of Customer Experience reports to the Senior Director of Behavioral Health Operations and provides strategic and operational oversight of customer-facing functions across all Behavioral Health programs. This includes leadership of client support, strategic scheduling practices, intake coordination, insurance verification, accurate client records, client portal management, TAS services, threshold maximization, co-pay collection, and medical records operations. As a key member of the Behavioral Health leadership team, the Director collaborates on cross-functional initiatives, champions organizational goals, and ensures consistent and effective communication.

This role is both strategic and operational—responsible for designing and implementing a unified vision for the customer experience that enhances access, satisfaction, and retention. The Director leads both Customer Experience Managers and drives standardization of workflows, use of data-informed practices, and continuous service improvement. Additionally, the Director plays a critical role in supporting the implementation of innovative, value-driven clinical and operational models that align with the organization's mission and business objectives.

Key Focus Areas:

• Strategic Leadership: Develop and execute a unified customer experience strategy that supports organizational goals and drives access, satisfaction, and retention across all Behavioral Health programs.
• Operational Excellence: Oversee and optimize key functions including client support, centralized scheduling, intake coordination, insurance verification, client portal management, TAS services, and co-pay collection.
• Data Integrity & Reporting: Ensure accurate, timely collection and analysis of data to inform decision-making, support threshold maximization, and meet regulatory and organizational reporting requirements.
• Medical Records Management: Maintain compliance and efficiency in the processing of records requests and documentation accuracy.
• Team Leadership & Development: Lead, mentor, and support Customer Experience Managers and front-line staff, fostering a high-performance culture focused on service excellence.
• Patient Flow & Experience Optimization: Streamline workflows and communication to promote seamless, efficient, and person-centered service delivery from intake through discharge.
• Process Standardization & Improvement: Implement and monitor consistent, data-informed workflows across sites to ensure operational consistency and continuous quality improvement.

Essential Functions (Job Duties)

• Provide strategic and operational leadership to Customer Experience Managers and Team Leads, ensuring effective hiring, onboarding, supervision, coaching, and performance management.
• Foster a high-performing, customer-focused culture through training, mentorship, and team development that aligns with organizational values and goals.
• Oversee centralized customer-facing operations including client support, scheduling, intake, insurance verification, client portal management, and co-pay collection to ensure efficiency and client satisfaction.
• Collaborate closely with clinical and nursing leadership to enhance coordination, ensure high-quality service delivery, and maintain optimal patient flow.
• Ensure consistency and standardization of Customer Experience policies, procedures, and training materials across all program locations.
• Monitor and drive performance through analysis of productivity, quality, and compliance data; implement process improvements based on findings.
• Support prescriber and clinician caseload optimization through proactive scheduling oversight and alignment with threshold targets.
• Ensure timely and accurate data collection, reporting, and documentation to support regulatory compliance and organizational performance goals.
• Plan, prioritize, and delegate work tasks to ensure efficient practice operations.
• Maintain oversight of medical records operations, ensuring timely responses to records requests, accuracy of documentation, and compliance with HIPAA and related standards.
• Evaluate workflows and resource allocation regularly to identify areas for efficiency gains and improve overall service delivery.
• Ensure staff have access to the tools, systems, and training necessary to deliver high-quality, person-centered service.
• Monitor customer satisfaction metrics (e.g., patient, staff, and provider surveys) and implement improvements based on feedback.
• Ensures timely submission of reports, accounts payable documentation, payroll, and other materials required to support effective department operations.
• Represent the department in cross-functional and inter-departmental meetings, as well as with external stakeholders when appropriate.
• Participate in special projects, task forces, and other initiatives that enhance operational performance and service delivery.
• Serve as a subject matter expert regarding agency programs (regulations and guidance).
• Provides Associate Director coverage at other facilities in the assigned region when needed.
• Serve as an after-hours resource for urgent operational matters, or coordinate alternate leadership coverage when unavailable.

Position Type/Expected Hours of Work

This is a full-time position.

Workweek schedule: Monday through Friday. Hours of work: 8 a.m. to 5 p.m.

Hours and schedules may vary depending on Company need and workload. Employees will be given as much advance notice as possible when such changes occur.

Travel

Travel will be as needed between different locations to successfully execute job duties. Travel will be up to 50% of job time.

Required Education and Experience

1. Bachelor’s degree in social work/mental health, health and human services, business administration, or public health with 5+ years of experience, 2+ of which is in a supervisory capacity required. Master’s degree is preferred.
2. Experience with OMH and OASAS, regulations and programs required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Employment at Citizen Advocates is “at will”. You are free to resign at any time and for any reason sufficient to you, just as Citizen Advocates is free to terminate your employment at any time and for any reason. We do not guarantee continued or permanent employment.