Lead the customer service/intake team and the authorizations team.
Establish direction, workflows, and processes as the first point of contact with potential patients/clients.
Oversee the insurance verification process throughout the client’s lifetime with the organization.
Create and maintain a team that provides exceptional customer service and guidance to families of newly diagnosed patients.
Help families from the initial call through start of care and ongoing authorization support.
Act as liaison between intake and all regional leadership teams to aid in onboarding new clients.
Create and maintain training protocols for Intake Specialists and Care Coordinators.
Strategize ways to continuously improve the intake process and client experience.
Ensure proper communication with new clients including de-escalation tactics for challenging conversations.
Manage how the organization connects with new clients via various communications.

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.

Manager, Client Experience

Key skills