https://www.glwd.org/about-us/our-team/careers/client-services-manager/

9.8.22

Client Services Manager

About God’s Love We Deliver

For people living with severe illness in the New York City metropolitan area, God’s Love We Deliver provides nutrition therapy, and cooks and home delivers medically tailored meals. We are a non-sectarian organization. All of our services are provided free to clients and full of love.

God’s Love We Deliver requires all employees to be fully vaccinated against COVID-19 unless they are eligible for an accommodation based on a medical condition or sincerely-held religious belief.

About the Role

The Program Services Department, which is made up of the Client Services, Healthcare Partners, and Nutrition teams, 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 intake, facilitates nutrition assessments and counseling, manages client inquiries by phone or mail, maintains client records, and more. The department is uniquely positioned to care for clients, while also developing new programs and contributing to policy development that promotes the concept of “Food is Medicine” for individuals and within the healthcare field. The Client Services Manager leads one of our primary customer service functions, which is the first point of contact for existing and prospective clients as well as the medical and social service providers that refer clients to us.

The Client Services Manager leads a team of Client Services Specialists and an Intake Specialist in completing all client-related activities, from outreach to registration, from onboarding to follow-up once a client is receiving meals from us. This role involves significant community engagement, meaningful evaluation, and continuous programmatic improvement.

This is a hybrid position allowing for some remote work and requiring regular in office workdays.

Essential Duties and Responsibilities

Management

  • Train and supervise a team of Client Services Specialists and Intake Specialists.. Provide managerial oversight to departmental volunteers.
  • Coordinate all Client Services staff activities, including outreach, agency referrals, client enrollment, verification of client eligibility, and client care coordination efforts.
  • Coach staff members while also holding them accountable for objectives, standards, and goals.
  • Manage team to meet and exceed Key Performance Indicators (KPIs) such as the number of outreach presentations; volume of clients intaked and served; client phone calls processed; and time between receiving a client’s application for service and their first meal.
  • 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.
  • Work with other teams such as Nutrition Services, Meal Packaging, and Delivery to ensure that the highest quality service is provided to our clients.
  • Facilitate learning opportunities to advance team members’ skills related to understanding serious illnesses, customer service, and technical tasks.
  • Manage escalated client issues, as needed.

Outreach and external stakeholders

  • Represent the agency in meetings and presentations for medical and social service providers.
  • Manage staff to effectively meet outreach goals.
  • Manage all relevant government and private grant requirements and records, including compliance with external program audit expectations.
  • Develop and implement key communications for clients for special events, holiday preparation, and service and policy changes.

Systems and planning

  • Create and use evaluation, monitoring, and analysis tools to analyze client-related trends. Actively apply findings to team management and service improvement.
  • Report regularly on client growth and key performance indicators for the department.
  • Evaluate and evolve internal processes and systems that facilitate client care.
  • Manage, oversee, implement, and maintain clear administrative and operational systems for staff, interns, and volunteers.
  • Contribute to the development and implementation of the forthcoming Customer Relationship Management (CRM) system.

About You:

You are highly self-motivated and entrepreneurial with a strong desire to lead a team that supports clients living with a serious illness. You are looking for a collaborative, team-oriented environment, and you are energized by taking the team’s people, processes, and services to the next level of performance. You are invigorated by data and dashboards, while also possess the ability to translate your findings into clear direction for staff and client services. You have a track record of transforming business processes and a team.

In addition, you meet the following requirements:

  • A Bachelor’s Degree in business administration, public administration, nonprofit management, social work, sociology, or a similar academic field; a Master’s degree is preferred
  • At least four years of related work experience in one or more of the following areas: social services, call center, customer service, consulting, healthcare, logistics, or government
  • A minimum of four years of direct people management
  • Strong speaking and written communication skills, including the ability to present to internal and external audiences
  • Ability to work independently, while escalating issues to senior leadership when appropriate
  • Possession of the organizational awareness necessary to set reasonable goals, problem-solve, and lead a team
  • Optimistic mindset with the ability to encourage staff and collegues to see the possibilities in an ever-brighter future
  • Trackrecord of strong analytical skills and data-driven decision making
  • Highly strategic, with the ability to both envision a future state and manage the present
  • Experience managing a team to meet and exceed Key Performance Indicators (KPIs)
  • Ability to organize, manage and complete multiple tasks in a high-volume, time-sensitive environment
  • Experience in business development and/or account management, a plus
  • Proficiency with the Microsoft Office (Excel, Word, PowerPoint) and familiarity with Access
  • Demonstrated use of Salesforce or an equivalent Customer Relationship Management (CRM) system; experience building and/or implementing a CRM is a plus
  • Inherently empathetic; can bring abundant patience, compassion, and listening skills to understand staff and client needs

Interested in Applying for this Role?