Client Support Manager

Job Description

JOB DETAILS

REQUIREMENTS

• Experience in client support, customer service management, or a similar supervisory role.
• Proven ability to manage client communications across phone, text, and email professionally and empathetically.
• Basic proficiency with Excel for tracking and updating case and fee data.
• Proficiency with email tools for client communication and internal coordination.
• Strong organizational and time-management skills to oversee multiple cases, calendars, and staff activities.
• Attention to detail when tracking fees, documenting cases, and monitoring SLAs.
• Ability to collaborate effectively with reception, clinical, and technical teams while upholding and improving processes.

RESPONSIBILITIES

• Lead client communication via phone, text, and email, ensuring responses are timely, accurate, and meet service expectations.
• Manage incoming client cases, ensuring each is logged, prioritized, monitored, and completed.
• Define, maintain, and monitor SLAs for response and resolution times; act when service levels risk falling short.
• Ensure studies and images are consistently available in the Viewer; collaborate with internal teams to resolve access issues.
• Oversee tracking of customer fees per case and ensure consultant fees are recorded accurately on completed cases.
• Coordinate with reception staff on shift changes to ensure continuous coverage, clear handoffs, and consistent client experience.
• Monitor staff communication about issues viewing or retrieving images; ensure problems are documented, escalated, and resolved.
• Ensure team follows established standards, workflows, and processes; recommend improvements to boost efficiency and client satisfaction.
• Provide guidance and daily direction to client support staff to maintain performance and service quality.

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