Client Support Manager
2 weeks ago
The Client Support Manager is part of the extended clinical team with subordinates, including Support staff, companions/ watcher, and Support interns. This position is responsible for client support operations and team management. In addition, the position advises the team in providing appropriate services and interventions to support clients recovering from addiction and mental health issues. This position at times requires hands-on interactions with clients and filling in for absent team members. As a senior member, this position may require the incumbent to lead the overall clinical team as delegated/assigned.
**Responsibilities**:
- Work closely with Clinical Director to monitor measurable outcomes against those objectives, and assuring individual interactions are consistent with the treatment plan and objectives for the client.
- Assist the Clinical Director to regularly reviewing existing operating policies and procedures, including risk management for the facility, and developing new ones to maintain and improve the quality of treatment and services.
- Collaborate across functions (Admissions, Finance, Medical, Operations) to ensure the highest quality of care and services are delivered.
- Create, monitor, revise, and ensure WIs are followed and relevant forms and documentation and up to date as per the revised operating policies and procedures.
- Advise and find solutions to irregular issues outside WIs.
- Improved/ optimized, cost-effective services and activities that support clinical services.
- Other duties as assigned.
**Skill and**Experience**requirement**:
- Bachelor’s degree in Business Administration, Management. Nursing, Healthcare, psychology, or related fields are preferred.
- Minimum 3 years of experience in customer service, operational support, management, and nursing.
Minimum 2 years of experience at a supervisory level.
- Good command of spoken and written English and Thai.
- Good command of computer skills in MS Office, database management systems, and related.
- Outstanding interpersonal skills, problem-solving skills, and strong organizational skills to multi-task.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability and comfort in dealing with customer issues and escalations, and ensuring positive interaction.
- Working knowledge of healthcare is a plus.
- Proven experience in managing, enabling, and guiding support teams towards excellence.
- Experience in the rehab industry is highly preferred, and in the healthcare or hospitality industry is preferred.
- Good understanding of customer service practices, courtesy, and professionalism with an updated understanding of industry trends and customer needs.
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