Admin and Customers Service Lead at Synapse Resource Center

Position Overview:

• The Admin & Customer Service Manager in the mental health sector plays a vital role in ensuring the smooth operation of the organization and maintaining high-quality customer service for clients seeking mental health services.
• This position requires a unique blend of administrative skills and a deep understanding of the sensitive nature of mental health services.

Responsibilities:

Administrative/Operational Management:

• Develop and implement efficient administrative processes to optimize workflow and enhance overall operational efficiency.
• Coordinate with other departments, such as clinical staff, finance, and human resources, to ensure effective communication and collaboration.
• Oversee day-to-day administrative tasks, including scheduling, filing, data entry, and maintaining records related to client intake, appointments, and billing.
• Provide weekly reports to the ASM/SM on Client inquiries & Conversion rate, Feedback and Service Delivery, Complaints, Bed Occupancy and other relevant decision-making indices.
• Direct, supervise and evaluate the day-to-day activities of direct reports including but not limited to the Cleaners, Cooks, Operation Officer, Driver, and Security Guard.
• Comply with, maintain knowledge of and ensure team members are aware of the company’s policies on Dressing, Attendance, Leave, Equipment Use, Security, Confidentiality and other HR policies.
• Make periodic inspection rounds to assess facility needs and work with the operation officer in Facility management:
• Monitor the performance of vehicles, generators, inverters and other equipment & execute equipment audits
• Ensure relevant logs (Generator, Routine Maintenance, etc.) are updated in real-time.
• Coordinate repairs, supervise maintenance activities and negotiate contracts
• Perform spot checks on the kitchen, periodic food tasting and work with cooks/chefs to ensure meals are adequately varied, of quality, professionally presented, follow portion control guidelines, and are delivered to Services Users at scheduled meal times without delays.
• Work with Store Officer to ensure the store and kitchen are well-stocked at all times as per patient levels while escalating shortages/gaps in line with the food escalation framework to avoid service delivery interruptions.
• Manage and supervise cleaning and other housekeeping tasks, ensuring cleaning standards are followed by the cleaners/janitors through periodic cleaning audits.
• Make periodic visits to the ward to access first-hand the furnishing, bedding and other facility provisions.
• Coordinate process improvement and transformation process.
• Perform HR responsibilities at the locality level including but not limited to onboarding, staff documentation, recruitment, monitoring staffing levels, leave requests processing and working with the HR team in filling out vacancies and handling complaints/ performance issues.
• Collaborate with the finance department to ensure patient billing is processed in a timely manner and help clients understand available payment options and Health insurance by providing necessary guidance and support.
• Be involved in the process of developing rotas for operational staff, oversee schedules and review nursing & support workers' rotas to ensure work schedules are in line with contract provisions.
• Work with the Centre’s Service Manager in setting facility/department goals and managing, building and developing a team capable of delivering the targeted results.
• Develop standard operating protocols, monitor performance, identify areas for improvement and optimization and lead execution of related initiatives.
• Manage incoming and outgoing correspondences and ensure outgoing Correspondences are assigned reference numbers and filed accordingly.

Customer Service:

• Provide excellent customer service to clients seeking mental health services, ensuring a compassionate, non-judgmental, and supportive experience.
• Address client inquiries, concerns, and complaints promptly, demonstrating empathy and understanding.
• Handle crisis situations with sensitivity and refer clients to appropriate clinicians when necessary.
• Manage client experience, ensuring satisfaction through timely delivery of service to maximize client retention.
• Ensure inquiries are responded to promptly and drive inquiry conversion rate for the center.
• Work with co-admins to continuously develop and improve Intersects Customer Service Manual and policies to improve customer service delivery.
• Working with the ASM, drive the process of developing a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.

Documentation

• Use the CRM to document and maintain accurate customer service/inquiry records.
• Verify and ensure inpatients and outpatients appointments are logged on Setmore.
• Train new staff on the use of Setmore, Enquiry log systems, CRM, EMR, Documentation Spreadsheets and other Customer service-related software and admin processes.
• Periodically review EMR to verify and ensure patient's Biodata records are up to date.
• Ensure Discharge plans are logged in Setmore within 72 hours of a patient’s discharge.

Appointment Scheduling and Coordination:

• Manage appointment scheduling for clients and clinicians, ensuring efficient utilization of resources and minimal wait times for clients.
• Oversee the client intake process (EMR Documentation & File creation), gathering the necessary information and ensuring accurate and confidential record-keeping.
• Coordinate with clinical staff to arrange client sessions and ensure timely communication with clients regarding appointment details.
• Put a system in place to continually ensure that all discharged patients are properly followed up by primary Clinicians.
• Create a locality annual meeting calendar, and coordinate meetings ensuring they hold and are minuted.
• Ensure the centre is prepared for and attends scheduled meetings, representing the centre where needed (Meetings with Central, Management Meetings, etc.) populating Report templates and contributing to strategic discussions.

Quality Assurance:

• Monitor customer service interactions and address any issues related to service quality promptly.
• Ensure quality service and implementation of clinical best practices, constantly monitor levels of service quality and devise strategies to improve any shortfalls.
• Act as the Incident Reporting Manager in the Center, ensuring staff are aware of the incident reporting process and incidents are reported and handled in line with the Incident reporting framework.
• Administer feedback to service users to assess their satisfaction and identify areas for improvement in line with Feedback Policy, collate and generate a monthly Feedback report.
• Raise Feedback Tickets and escalate complaints in line with the Complaint SOP.
• Escalate potential risks (operational, financial, or risk related to company reputation) identified as appropriate.

Other

• Provide training to Admin customer service Leads on best practices for handling sensitive mental health inquiries and maintaining a supportive environment for clients.
• Stay updated on industry trends and new developments in mental health services to enhance the team's knowledge and skills.
• Further changes are likely to be made to the job description as the post holder settles into the post.
• Be a member of the Management Team and other committees as required.
• Requirement
• Proven work experience of at least 2-5 years as an Administrative Officer, Administrator
• Solid knowledge of office procedures
• Experience with office management software like MS Office (MS Excel and MS Word, specifically)
• Strong organization skills with a problem-solving attitude
• Excellent written and verbal communication skills
• Attention to detail
• Bsc. or BA and additional qualifications in Office Administration are a plus
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.