Manager, Client Support

Manager of Client Support

God's Love We Deliver, a nonsectarian organization, is the New York metropolitan area's leading provider of life-sustaining meals and nutrition counseling for people living with severe illnesses. Begun as an HIV/AIDS service organization, God's Love provides for people living with more than 200 individual diagnoses. God's Love cooks and home delivers the specific, nutritious meals a client's severe illness and treatment so urgently require. Meals are individually tailored for each client by one of our Registered Dietitians, and all clients have access to unlimited nutrition counseling. God's Love supports families by providing meals for the children and senior caregivers of our clients. All of our services are provided at no cost to our clients.

The Program Services Department, which is made up of the Client Support Specialists and Intake & Account Specialists, including Managerial, Supervisory, Lead, and Line staff, is the liaison between the organization and its clients. As the first point of contact for new clients and ongoing support for current clients, the department conducts intakes to onboard and recertify clients, manages incoming client inquiries, maintains client records, and assists with programs and initiatives addressing the health-related social needs that impact outcomes for our clients. The Program Services Department is uniquely positioned to care for clients while also developing new programs and contributing to policy and healthcare evolution across the New York landscape.

The Manager of Client Support is a key leader, responsible for managing responses to all client and provider inquiries supporting the organization's mission and goals. This role is integral to maintaining and continually improving our client's experience, ensuring timely responsiveness, efficiency, care and compassion in all interactions. The Manager works with other leaders and key stakeholders across the organization to ensure that clients and the communities that we serve and interact with are informed of service details and changes on a consistent basis. The team uses several essential technological resources that receive upwards of two thousand calls and messages per month to handle client and inquiries from referrers, resolve client issues, assist with service modifications, and collect feedback all with the objective of supporting God's Love We Deliver clients and the social service and healthcare professionals that treat them with a high-level quality of customer service.

Responsibilities:

• Oversee the agency responsiveness, ensuring client requests are processed in a timely fashion, efficiently, and accurately.
• Supervise and support client support staff and volunteers, including hiring, training, and evaluating performance to ensure a high level of productivity and morale.
• Provide high-quality customer support for our many existing and prospective clients via phone and email, from initial inquiry to issue resolution in a time-sensitive environment.
• Coordinate client recertification activities, including communication to clients and providers and oversight of departmental volunteers in consultation with the Director of Program Services.
• Coordinates effort to communicate to clients via selected platforms regarding services or agency closures.
• Coordinate and manage call center vendor engagement on an as needed basis in consultation with the Director of Program Services.
• Possess acute attention to detail necessary to recognize errors and inaccuracies that could delay onboarding new clients to our program while documenting steps taken to resolution.
• Responds to client inquiries regarding services, scheduling, or other related information and assists clients in addressing changes, cancellations, or problems with their scheduled services.
• Adhere to established guidelines and procedures with detail-oriented data entry, meeting daily quotas for onboarding new clients and maintaining existing clients throughout their qualifying time on program with God's Love We Deliver.
• Create a rapport with our clients, drawing from a place of compassion and empathy, to support them through challenges brought on by their life-altering illnesses.
• Cross-collaborate with colleagues and teams across the organization to provide the highest-quality service to each client.
• Ensure team adherence to all applicable laws and regulations for potential and active clients and their support networks.
• Set performance and Quality Assurance (QA) standards; regularly measure and manage results.
• Facilitate learning opportunities to advance team members' skills related to understanding serious illnesses, customer service, and technical tasks.
• Create and use evaluation, monitoring, and analysis tools to analyze client-related trends. Actively apply findings to team management and service improvement.
• Manage, oversee, implement, and maintain clear administrative and operational systems for staff, interns, and volunteers.
• Maintain a client-centered approach, fostering a community of empathy for both the clients and staff alike. Manage escalated client issues, as needed.

Qualifications:

• 3+ years of progressively responsible experience managing programmatic activities in a non-profit or for-profit setting.
• Minimum of three years as a manager or supervisor of staff.
• Thorough understanding of project/program management techniques and methods.
• Background in development of performance evaluation techniques and key performance indicator (KPI) metrics.
• An analytical mindset with great problem-solving abilities, including expertise in data analysis, reporting, and budgeting.
• Working knowledge of MS office and program management software (e.g. Microsoft Suite).
• Business acumen with a strategic ability, including excellent organizational and leadership skills.
• Demonstrated agility in managing multiple deadlines, projects, and relationships.
• Ability to exercise discretion with highly sensitive and confidential information.
• Excellent oral and written communication skills.

Preferred:

• Bachelor's Degree; graduate degree or advanced designation strongly preferred.