And Still We Rise, LLC, is a group mental health practice located in Boston, Massachusetts. We are looking for a Client Care Manager to join our team. We are a just and equitable group practice that values community, critical consciousness, decolonizing mental healthcare, and providing quality mental health services to women, BIPoC, queer, and trans folx. We actively work to create an environment with opportunities for mentoring, learning, and advancement.

Status: Full-Time Employee

The Client Care Manager oversees all client access and billing operations aspects of the And Still We Rise (ASWR) practice while keeping the mission at the heart of everything you do. This role provides leadership in planning, guiding, and coordinating operations for the client access and billing functions. It also manages and coordinates the development and implementation of policies and procedures related to customer service. The Client Care Manager is an exceptional communicator, with a strong understanding of situational leadership, team dynamics, and performance evaluation processes.

Client Care Manager Responsibilities Include:

• Promotes the growth of the Client Care Team in areas of leadership, administrative excellence, client-centered care, education, and organizational involvement to meet the identified goals and needs of the team members and organization
• Leads and manages the client care team through recruitment, retention, mentoring, coaching, and supervision ensuring team member engagement to meet ASWR and team-specific goals and objectives
• Manages client access and billing productivity through monthly reporting, regular team check-ins, and audits of systems - Zoho, SimplePractice, Spruce, and other relevant systems
• Oversees team member performance management activities including ongoing feedback, documentation of performance issues, performance evaluations, and performance improvement plans
• Serves as interface between Team Leaders and Senior Leadership to ensure successful communication and coordination between all ASWR programs and participates in strategic planning
• Oversees improvements made in systems and processes, system efficiency, innovation, and creativity as well as demonstrating a commitment to generating new solutions and ideas
• Develops, maintains, and updates scalable team policies and procedures that are efficient and effective by ensuring all teams understand and are able to follow these successfully
• Serves as an escalation point for issues and problems and a backup for Leads with supplemental support from Billing Specialists and Client Care Coordinators as needed
• Selects and trains new team leaders; promotes, challenges and rewards team members to ensure team engagement and satisfaction
• Oversees the Client Care Team rewards program to include meal vouchers, team shoutouts, team outings, anniversary and birthday acknowledgments
• Coordinates and participates in weekly team meetings to ensure quality care and service delivery
• Coordinates ASWR communication from the Client Care Team to the practice to reinforce cooperation - i.e. weekly "Did You Know" series on Workplace
• Participates in the new hire Welcome Series for all team members
• Successfully completes ad-hoc projects and assignments as needed

Client Care Manager Qualifications Include:

• Education:
  • Bachelors' degree or higher in Business Administration or equivalent field preferred
• Skills and Experience:
  • Ability to motivate others while promoting a culture of mutual respect, accountability and open communication
  • Experience in policy and procedures development and reporting
  • Experience leading people, meetings, and committees
  • Exceptional written, listening, and verbal communication skills
  • Ability to work with a sense of urgency to meet deadlines and address competing priorities
  • Ability to work effectively both independently and within a team environment
  • Ability to think critically and problem-solve to build efficiencies within the team
  • Ability to discuss policy interpretation and explain reports involving quality improvement
  • Experience developing and maintaining performance evaluation protocols and instruments, including the assessment of operations and team performance

Job descriptions are not intended to be, and should not be construed to be all-inclusive lists of all responsibilities, skills, or efforts associated with a job. While this job description is intended to be an accurate reflection of the job requirements, ASWR reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary