Manager of Customer Experience - Outpatient reports to the Director of Behavioral Health – Customer Experience and is responsible for the day-to-day oversight of front-end operational functions across Behavioral Health outpatient program sites. These functions include client support, scheduling coordination, intake and insurance verification, TAS services, co-pay collection, client portal management, and medical records activities.

The Manager plays a key role in supporting service access and customer satisfaction through consistent execution of workflows, staff coaching and development, and close collaboration with clinical, nursing, and administrative partners. This position directly supervises front-line Customer Experience team members and supports continuous improvement efforts to align service delivery with organizational goals and performance benchmarks.

KEY FOCUS AREAS:

• Operational Execution: Ensure consistent implementation of daily customer service operations, including intake, scheduling, co-pay collection, and records processing.
• Staff Supervision & Development: Provide daily supervision, coaching, and support to front-line staff to build a high-performing, customer-focused team.
• Workflow Standardization: Maintain and reinforce standardized protocols across sites to ensure consistency, efficiency, and regulatory compliance.
• Customer Experience: Champion a culture of service excellence, addressing issues promptly and promoting a seamless experience from first contact through service delivery.
• Data Collection & Reporting: Ensure timely and accurate documentation of workflows, productivity, and quality metrics to support reporting and performance improvement efforts
• Collaboration: Work closely with the Director and other leadership to support access, threshold maximization, and optimal patient flow.

Essential Functions (Job Duties)

• Supervise and support Customer Experience staff across assigned program locations, ensuring proper onboarding, training, scheduling, and performance feedback.
• Maintain daily oversight of customer-facing workflows including scheduling, intake, insurance verification, TAS coverage, client portal use, and co-pay collection.
• Coordinate with the Director to implement new or updated policies, workflows, and improvement initiatives.
• Monitor team productivity and performance data to ensure compliance with established benchmarks and expectations.
• Drive accountability and process improvement based on key performance metrics.
• Support and reinforce documentation accuracy and compliance related to client records, insurance, and privacy regulations.
• Provide leadership, training, and employee development, creating a culture that matters.
• Ensure positive client interactions and support issue resolution in a timely and respectful manner.
• Identify training needs and provide coaching to enhance staff performance and improve the overall customer experience.
• Assist in scheduling coverage for front-end operations to ensure continuity of services.
• Provide input to the Director for strategic planning, staff development, and workflow improvement efforts.
• Understand program regulations and guidance (Article 31/32, Part 589, Part 600) and provide guidance and support to staff.
• Participate in interdepartmental meetings and contribute to special projects as needed.
• Other duties as assigned by the Director of Behavioral Health-Customer Experience

Success Factors

Is able to use logic to solve difficult problems with effective solutions; thinks outside the box and probes all fruitful sources for answers; is analytical, looks beyond the obvious, and does not stop at the first answers. Does this while working within current processes.

Incorporates technical knowledge with business requirements in assessing project scope and requirements while remaining sensitive to deadlines. Picks up on technical things quickly; can adapt to change and enjoys learning.

Is able to multi-task in a highly time-sensitive environment and is able to switch priorities with short notice.

Relates well to all kinds of people inside and outside the organization; builds appropriate rapport and constructive relationships; uses diplomacy, professionalism, and tact; can diffuse high-tension situations comfortably. Excellent oral and written communication skills.

Demonstrates courteousness, efficiency, and professionalism when communicating with colleagues and internal and external customers. Must have a flexible approach to situations and be willing and able to adapt as processes and systems change. Adapts communication to non-technical associates to ensure a clear understanding of project updates and modifications.

This is a full-time position. 40 hours per week.

Workweek schedule: Typical work week is Monday through Friday, 8 a.m. – 4 p.m.

Hours and schedules may vary depending on Company need and workload. Employees will be given as much 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. 5 years’ experience in the health care industry (with billing/coding experience, customer service experience, insurance verification, call center/scheduling, electronic health records systems, mental health or substance use populations preferred, but not required). 2+ years of which are in a leadership role.
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.