Senior Customer Service Manager

Job Description

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: Bachelor's 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 50–100+ 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.