Assistant Director- Client Experience

CSG; Town of Lancaster (NY); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Paid Time Off

Extensive Paid Training

Career Development Opportunities

Flexible Pay Options

Parental Leave

Job summary

CSG is seeking an Assistant Director to lead a process team within the Business Operations Center of Excellence in Lancaster. The role oversees daily operations, provides direction, and partners with customers and leadership to deliver exceptional service.

The position is based at CSG’s Lancaster Mental Health Outpatient office with a Monday–Friday schedule and some flexibility. The role emphasizes supervision, training, and utilizing analytics to improve performance and outcomes.

Qualifications

• Requires one of the following education/experience combinations with behavioral health preferred.
• Must have at least one year of supervisory experience.

Responsibilities

• Promote excellence by providing extraordinary customer service to internal and external customers.
• Manage day-to-day operations, scheduling, and provide clear instructions to the team.
• Develop strategies to achieve outcomes using up-to-date standards within the team’s scope.
• Develop educational materials and provide staff training and technical assistance.
• Collaborate with leadership and program partners to ensure smooth operations.
• Participate in rapid improvement processes to address issues affecting quality, staff, systems, and environment.
• Participate in interviewing, hiring, training, development, and disciplinary actions as needed.
• Engage team members to work collaboratively to deliver high-quality service.
• Use data and analytics to measure effectiveness and communicate progress to stakeholders.
• Maintain knowledge of CSG programs and processes related to the team.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Coaching

Collaboration

Education

Bachelor’s degree in related field, 2 years medical practice

Associate degree, 3 years experience

Equivalent combination of education and experience

Job description

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

Summary:

The Assistant Director is the front line manager of an assigned process team within the Business Operations Center of Excellence. This manager will oversee the day to day operations and provide direction, instruction and guidance to the team members. This role will provide direct supervision of employees. The Assistant Director will develop a strong partnership with internal and external customers and leadership to deliver excellent service and value utilizing business operations defining objectives. The Assistant Director reports directly to the Director of Client Experience.

This position is based out of CSG’s Lancaster Mental Health Outpatient office.

Schedule: Monday-Friday, 8:00am - 4:30pm, with flexibility.

Wage Information:

Salary: $50,000/year

Job Description:

• Promote excellence by providing extraordinary customer service to both internal and external customers.
• Manage the flow of day to day operations, including scheduling, communicating clear instructions to the team and being a backup when needed.
• Have an understanding of the desired outcomes of the team and develop a strategy to achieve those outcomes using up to date relevant standards within your team’s scope of business.
• Develops educational and training materials, presents educational materials on various topics related to area and provides technical assistance to staff.
• Communicate and collaborate with leadership and program partners to ensure smooth coordination of the operation.
• Participate and support the continuous rapid improvement process to address and resolve issues impacting quality of staff, systems and environment.
• Assist in the interviewing, hiring, training, development, disciplining and terminating of the team members.
• Participate in performance management and align the process with CSG’s defining objectives.
• Engage team members to work collaboratively within the process to accomplish the delivery of quality service.
• Utilize technology and analytics to measure effectiveness, assist in data collection and give feedback to customers, leadership and program partners on the team’s progress.
• Develop and maintain an extensive knowledge of CSG programs and processes as they relate to the team’s process.
• Be responsible for maintaining established practices and promoting consistency throughout the organization.
• Ability to work cooperatively with others, express positive attitudes and expectations, and use teams to gain input, insight, and knowledge from multiple outlets to make collective and collaborative decisions that work to exceed customer expectations.
• Ability to challenge your coworkers, as well as yourself individually to actively participate in rapid improvement, achieving desired results, and collectively developing innovative solutions to current and emerging challenges.
• The ability to gain coalition with others, and persuade, convince and impress the need for continuous rapid improvement, not only within the process, but across the organization.
• The ability to support growth and development of all employees, and understanding of coaching and mentoring techniques to engage employee potential.
• Ability to make specific changes in system or personal work methods to improve performance, while routinely seeking constructive and critical feedback, and appreciating the need to learn and grow.
  

Qualifications:

This position requires one of the following combinations of education and experience:
Bachelor’s degree in related field along with 2 years’ experience working in a medical practice and additional experience with behavioral health preferred; OR

an Associate Degree with 3 years of experience and additional experience with behavioral health preferred; OR an equivalent combination of education and experience. Must have at least one year of experience in a supervisory capacity.

Additional requirements include:

• Must have a valid driver’s license, good driving record, and access to a reliable vehicle to attend trainings, meetings.

Physical requirements of this position include the ability to see well enough to do things like drive and read, hear well enough to be able to communicate with others, and be able to hear things like a smoke alarm and phone ringing, as well as be able to ambulate throughout locations including climbing stairs, stooping and kneeling as needed. Must have finger and manual dexterity to make accurate, coordinated movements of fingers, arms, hands to grasp, move or carry objects, be able to bend and reach.

CSGOffers Superior Perks & Benefits:

• Medical, Dental, Prescription, & Vision Insurance available for employees, spouses, domestic partners, & dependents who qualify.
• Generous Paid Time Off & Other Paid Leave
• Extensive Paid Training
• Career Development Opportunities
• Flexible Pay Options through myFlexPay
• Family Medical and Parental Leave
• Flexible spending accounts for medical & dependent care
• Traditional or Roth 401K Plans with up to 4% employer match
• Employee Assistance Program (EAP)
• Life Insurance
• Wellness Opportunities
• Tuition Assistance
• Mentor/Mentee Opportunities

Health Insurance & Benefits availability will vary.

Make a positive impact not only in someone else’s life but in your own life by becoming a valued member of the CSG Team!

Community Services Group is proud to be an Equal Opportunity Employer and values a diverse, inclusive workforce.