Senior Customer Service Manager
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Job Location:
Cerritos, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
The Senior Client Service Manager is responsible for managing the day-to-day operations of the client services team. This individual will oversee scheduling and slot management convert self-pay referrals to confirmed sessions contact leads and convert them to confirmed sessions set goals and targets for the team and ensure they are met. The Senior Client Service Manager will provide coaching and feedback to team members handle escalated client issues and work with the team to resolve them. The ideal candidate will have strong leadership and communication skills and the ability to analyze data and metrics to identify trends and opportunities for improvement. This role is also responsible for leading the transformation of Client Services through AI-enabled automation self-service and intelligent workflows with the explicit goal of reducing reliance on manual and offshore call center labor while improving client experience speed and accuracy.
Essential Responsibilities:
- Lead and manage global intake and scheduling teams ensuring timely accurate coordination of services for clients and families across regions.
- Lead the design and implementation of AI-driven client service solutions including:
- Conversational AI (voice bots chatbots SMS/email automation)
- Intelligent IVR and call deflection systems
- Automated intake eligibility verification and scheduling workflows
- Develop implement and continuously optimize call center operational strategies to meet or exceed service level response time conversion and quality benchmarks at scale.
- Leverage AI-enabled tools automation and workflow technology to improve efficiency across call routing referral triage scheduling workflows documentation and quality monitoring.
- Monitor performance metrics and operational KPIs using data dashboards analytics and AI-driven insights to proactively identify trends risks and improvement opportunities across all locations.
- Use trend analysis and forecasting to support global workforce planning capacity modeling and intake volume fluctuations.
- Design and maintain efficient call routing escalation paths and exception handling processes that support both onshore and offshore teams.
- Generate regular performance and productivity reports highlighting KPIs referral conversion rates quality outcomes and regional performance insights.
- Partner cross-functionally with Clinical Operations IT Compliance and Leadership to ensure intake workflows align with clinical capacity and organizational priorities.
- Identify operational gaps and lead continuous improvement initiatives using technology and AI-supported solutions to enhance both client experience and agent productivity.
- Ensure strict adherence to HIPAA and data privacy standards maintaining confidentiality and security of all patient information across global teams.
- Oversee welcome calls to patients and families to confirm referral accuracy and service readiness.
- Ensure accurate and timely upload of completed referrals into the EMR and entry of new patient data into the All Care Therapies portal.
- Recruit onboard and scale intake teams globally including oversight of BPO and offshore partners in India and El Salvador.
- Participate in on-call coverage as needed including weekends and after-hours to support a 24/7 intake model.
Qualifications :
Education: Bachelors degree in business administration marketing or a related field
Experience:
- 5 years of experience in call center operations
- Demonstrated leadership experience managing global or multi-region call center operations including offshore or nearshore teams.
- Experience overseeing 50100 agents across multiple geographies.
- Minimum of 5 years of leadership experience in healthcare intake call center operations or related environments.
- Proven experience managing BPO vendors and offshore delivery models (India and/or Latin America preferred).
- Strong analytical and operational skills with experience using AI-enabled platforms dashboards automation tools or workflow optimization technology.
- Knowledge of medical terminology telehealth services EMR systems and Google Workspace (G-Suite) preferred.
- Ability to balance efficiency quality compliance and cultural alignment in a regulated healthcare environment.
- Comfortable leading change scaling teams and adopting new technologies to drive operational excellence.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
All Care Therapies is an equal opportunity employer. All aspects of employment including the decision to hire promote discipline or discharge will be based on merit competence performance and business needs. We do not discriminate based on race color religion marital status age national origin ancestry physical or mental disability medical condition pregnancy genetic information gender sexual orientation gender identity or expression veteran status or any other status protected under federal state or local law.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
All Care Therapies is a rapidly growing IT and Medical back office Management Company. We provide superior consulting and management services for the healthcare industry. All Care Therapies brings a fresh and innovative approach to back office healthcare management.If you have the req ... View more
