Practice manager responsible for scheduling, patient flow, and team leadership at AGAPLESION BETHESDA KRANKENHAUS. Focus on optimizing care processes and supporting quality management initiatives.
About the role
- Service Delivery Manager responsible for training and supervising staff in program delivery at Clarifi. Collaborating with stakeholders to ensure exceptional client services and program impact.
Responsibilities
- Overseeing essential program delivery functions through staff training, supervision of client-facing staff, and completion of compliance tasks
- Collaborating with both internal and external stakeholders to make informed decisions to maximize program impact
- Managing the performance and professional development of team members in client-facing roles
- Using knowledge of all programs to coordinate processes around client counseling sessions
- Ensuring that incoming calls and other channels of communication are managed by staff in a timely and effective manner
- Overseeing client complaint processes including escalations and resolution of client concerns
- Coordinating the training of new staff on technology tools core to service delivery
- Supporting program management by diligently fulfilling functions such as reviewing files or trust account management
- Identifying opportunities to improve processes to create efficiencies and reduce cost of service delivery
Requirements
- 3 years’ experience in customer service, financial support, or any other related field
- Professional experience with leading teams and/or people management
- Professional experience with performance evaluation
- Experience with program design and evaluation preferred
- Bachelor’s degree in any related field preferred
- Fluency in both English and Spanish preferred
- Excellent written and interpersonal communication skills
- Ability to effectively communicate across a wide variety of channels including phone, email, text and chat
- Strong organizational and time management skills including the ability to prioritize deadlines and perform multiple tasks and projects simultaneously with limited supervision
- Outcome driven with a strong client focus
- Capable of working in a fast-paced and collegial environment
- Proficiency with Office 365, client management software and web-based applications is required
Benefits
- A full-time position with awesome benefits
- Wonderful locations in the Philadelphia region and potential hybrid options
- Monday - Friday schedule with evenings and Saturdays as needed
- Close-knit team that operates efficiently and with energy
- Opportunity to positively impact families in communities we serve
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