Customer Support Manager

Purpose of the Role :

Responsible for managing a team of Client Care Coordinators providing case management services to clients with mental health and / or chronic health conditions.

In the process, ensure adherence to policies, procedures, and regulations while safeguarding quality and driving positive and measurable outcomes.

Essential Functions of the Role :

• Supervise, train, and develop assigned Client Care Coordinators (CCC) in their ability to addresses their client’s immediate and emerging needs, resolve issues, advocate, and connect clients to needed resources such that their lives become stable, recovery centric and interactive (minimizing isolation).
• Lead and coach assigned team in a manner they become increasingly independent in their capability to manage day-to-day interactions by developing their problem solving, communication and advocacy skills;

as well as providing them with needed training (one-on-one, field visits, team meetings, outside training, etc.) that will result in effective and outcome-oriented care coordination.

Ensure care plans and activities are aligned with client goals and in compliance with Health Home or Grant Funding requirements;

eliminate potential issues related to billing, reimbursements to the agency and / or an audit from an external entity.

Review a minimum of 10 client case notes per CCC, per week. Monitor and ensure all information (assessments, care plans, care notes) are timely, correlate to and support defined and evolving care plans, notes are professionally written and input correctly into case management system.

Provide timely and constructive feedback and act accordingly on areas identified as needing improvement.

• Be aware of and provide guidance and / or direct involvement in cases presenting acute needs.
• Conduct supervision meetings with each CCC (one-on-one) reviewing key metrics.
• Comply with all other reporting requests made by management.
• Monitor CCC quality through direct calls to clients, field visits etc., side-by-side.
• Develop productive and results oriented relationships with mission critical persons at outside organizations, such as (but not limited to) : Dept.

of Social Services, Mental Health Providers, Primary Care Physicians, Probation Officers, Legal Services, District Attorney’s Office.

• Do not settle for because that’s the way it has always been done ; be fearless in the pursuit of excellence and achieving the needed outcomes for our clients and the agency at large.
• Team and location assignments based on Agency needs.
• Other activities as assigned.

Work Schedule :

Monday Friday, 9 : 00 A.M. 5 : 00 P.M., 35 hours per week. However, flexibility is required to address client and Agency needs.

Physical Environment :

o Traditional office environment.

o Must be comfortable attending appointments at various agencies, facilities, and clients’ homes.

Qualifications for this Role :

• Proven ability to empathize with the clients we serve.
• Tenacity and passion for this work, balancing objectivity, and empathy.
• Minimum 2 3 years of care related experience in advocacy, mediation, and crisis management.
• Bachelor's in an area of Human Services, Psychology, or 5 years equivalent work experience.
• 2 years prior supervisory experience highly preferred.
• Computer literacy required.
• Bilingual English / Spanish a plus.
• Flexible availability based on client and Agency needs.

Benefits : 401(k)

401(k)

401(k) matching

Dental insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Parental leave

Retirement plan

Tuition reimbursement

Vision insurance

Schedule : 8-hour shift

8-hour shift

Monday to Friday

People with a criminal record are encouraged to apply

Job Types : Full-time, Contract

Pay : $42,000.00 - $48,000.00 per year

Benefits : 401(k)

401(k)

401(k) matching

Dental insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Parental leave

Tuition reimbursement

Vision insurance

Schedule : 8 hour shift

8 hour shift

Day shift

Monday to Friday

People with a criminal record are encouraged to apply

Education :

Bachelor's (Preferred)

Experience :

supervisory : 2 years (Required)

License / Certification :

Driver's License (Required)

Ability to Commute :

White Plains, NY 10601 (Required)

Ability to Relocate :

White Plains, NY 10601 : Relocate before starting work (Required)

Work Location : In person