Client Experience Ops Lead - Frontline Manager

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

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.