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Client Experience Manager (Intake)

Company: Onward Behavioral Health
Location: King Of Prussia
Posted on: June 12, 2021

Job Description:

Scope of Position & Technical Competency:

Deliverables/Principal Results Expected:

  • Participates in design of call monitoring formats and quality standards for recorded calls, live calls, web

submissions, voicemails, faxes and live chat.

  • Performs call monitoring, feedback and data trends to department management and anyone else


  • Uses quality monitoring data management system to compile and track performance on individual and

team levels.

  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Developing scorecard rating and automated aggregate results.
  • Prepares and analyzes quality reports for management staff review.
  • Standardize processes and assist coordinators as needed
  • Assist with staff meetings and customer service information for the teams.
  • Increase access to care by identifying procedural and operational barriers.
  • Participate in Performance Improvement projects.
  • Attend Turndown Meetings.
  • Monitor up to five staff members and three to five calls each per month.
  • Perform other duties as assigned.

Education, Experience:

  • 2-3 years of call center experience
  • Bachelor's Degree is helpful, but not necessary
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be a self-motivator and self-starter
  • Exceptional listening and analytical skills and ability to be creative
  • Exceptional time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the company
  • Ability to multitask and successfully operate in a face paced, team environment
  • Must adapt well to change and successfully set and adjust priorities, as needed
  • Must be proficient with Microsoft Office, Excel, smart sheets, EMR admissions system, bed board, call

center software and call recording software.

Job-related Behavioral Characteristics:

Demonstrates professionalism, leadership, confidentiality, strong social communication skills, time-management,

organized. Must possess skills to communicate effectively and interact well with people of diverse backgrounds.

Excellent oral and written communication and interpersonal skills. Ability to problem solve by gathering and

analyzing information, working well in an individual/ group problem solving situation, and showing initiative in

problem solving. Maintains professionalism and does not show favoritism. Maintains consistency with clients, staff,

visitors, and the public. Ability to handle a crisis and react appropriately. Flexibility and adaptable. Ability to make

decisions in an objective and ethical manner. Calm and decisive in crises. Ability to sustain a team environment,

drive continuous improvement projects, confidentiality, excellent problem-solving skills and excellent

Keywords: Onward Behavioral Health, Philadelphia , Client Experience Manager (Intake), Other , King Of Prussia, Pennsylvania

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