Customer Experience Supervisor

Location: Newburgh, NY and Middletown, NY

M-F 830 am to 5 pm

Rate of Pay: $22.00 

OVERVIEW OF PRIMARY RESPONSIBILITES:

The Customer Experience Supervisor has the primary responsibility to coordinate the provision of high quality, positive and attentive service to clients, family and collaterals and staff at one site, assisting the efforts of the Team Leader.  Customer Experience Supervisors work in a fast-paced, high-volume environment and ensure positive outcomes and connections to care to clients in person, over the phone, text, via web portal and/or through e-mail, in coordination with clinical leadership. This position also oversees an array of clerical duties, which include but are not limited to scheduling, entering data, filing, faxing, and ordering supplies.

PRIMARY FUNCTIONS:

• Ensure all program walk-ins, calls, faxes, and internet portal requests are provided with immediate positive experiences.
• Take responsibility that each client inquiry is resolved with connection to the appropriate resources at Access.
• Register clients efficiently and accurately. Ensure proper demographic information, consents and insurance information have been obtained.
• Register clients for the online portal.
• Be accountable for a high level of data collection for Net Promoter Score and other surveys.
• Work closely with the program services leadership to ensure that customers have warm, supportive, trauma-informed encounters and linkages to services.
• Ensure timely response to medical records requests.
• Scan received records to the electronic health records.
• Minimize agency dependence on voicemail and answering service.
• Ensure that every client communication has been recorded in the electronic health record, and that relevant service staff at Access receive and email notification of relevant client communication.
• Ensure that scheduling is conducted accurately and that communication with clients around rescheduling is recorded in the electronic health record.
• Ensure customer experience staff have the tools, supplies and training they need to do their jobs.
• Coordinate other front office functions, such as mail processing, work orders, coordination of fire drills, opening and closing buildings, daily maintenance checks of AED and other equipment.
• Assist psychiatrists with scheduling, attaining labs and other documentation needed for client care

QUALIFICATIONS AND ATTRIBUTES:

Mastery of Microsoft Office suite, ability to generate and interpret data reports.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree preferred.
• Customer satisfaction experience required.

PHYSICAL CHARACTERISTICS:

• Must be capable of standing for long-periods of time
• May be subjected to long-periods of sitting or standing
• Able to work in open space floor plan
• Work alongside co-workers within 3 feet
• Occasional lifting of 25 pounds.

Salary : $22