Director, Client Experience

Overview

The role of the Client Experience Director is to lead the customer service/intake team referred to as the Client Experience Team.  This position will establish the direction, KPIs and processes as the first point of contact with potential patients/clients. Creating and maintaining a team that provides exceptional customer service and guidance to the parents of newly diagnosed patients with autism, helping put the family at ease, walking them through the process from the initial call to start of care, and providing them with coverage solutions are a crucial part of this role. Will also maintain onboarding training and manuals for all new Center Directors and CIOs with regard to client acquisition and Starts of Care including the use of Salesforce tasks and the understanding of the importance of our Patient Care Tracker (PCT) system. Additionally supports business development opportunities.  Reports to the Vice President of Marketing and Client Experience.

Responsibilities

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 the Client Relationship Management software used to facilitate intake, including task management and assignments for all Intake Specialists. This includes Salesforce, Excel and call center software. This also includes regular organizational reporting and data mining in Salesforce, Google Sheets and Excel.
• Frequently reviews and strategizes the intake journey for clients and internal processes to look for ways to improve that experience.
• Understands and has experience with leads, lead nurturing, conversions, marketing automations, and funneling.
• 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 to keep clients on service.
• Creates and maintains training protocols for the Intake Specialists and Care Coordinators.
• 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 connection with new clients via phone, chat, fax, email, etc. to ensure support of their needs during business hours in all areas of the country we operate.
• Manages direct business development activity to gain new referral partners and

strengthen current ones

• Creates collaborative business development activity with Center Directors and CIO's. Works with local teams to schedule various site visits with referral partners and works with marketing to create materials used for these meetings.

• Ensures that all admission forms are properly signed and filed.
• Communicates with other team members constructively in order to reduce conflict and enhance the resolution of issues.
• Respects client or patient dignity and confidentiality.
• Understand and communicate insurance benefits and eligibility to prospective clients.
• Works with marketing team to help determine messaging, PPC and other business development opportunities.
• Performs other related duties as assigned.

 

 

Supervisory responsibilities

• Manage all Intake Specialists and Care Coordinators including goal setting, awarding bonuses.
• Train and assist training for regional Center Directors and CIOs on Salesforce responsibilities

 

Typical Time Estimates: 

25% Call monitoring & troubleshooting w/ CE team

25% Salesforce report generation & CRM management

20% Business development/referral generation

15% Training Center Directors

15% Talking w/ clients, marketing team collaborations & Misc.

Qualifications

• Bachelor's degree and/or 7+ years of equivalent experience preferred.
• Prior management experience.
• 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 computer programs including Salesforce, Excel, Microsoft Word, Google Docs, Excel, PowerPoint, Outlook, Google Suite, and others.
• 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 has exceptional organizational skills.
• Ability to communicate and coordinate between departments.

 

Work environment

• Noise Level is moderate to loud

 

Physical demands

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

 

Travel required

• None.

 

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.

 

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Employment Type: FULL_TIME