Position Summary
The Client Operations Manager at SNF Clinic reports to the Director of Operations and is responsible for overseeing client onboarding, optimizing operational processes, and ensuring consistent service delivery. This role serves as a key liaison between clients and internal teams, proactively resolving issues, maintaining platform accuracy, and improving operational efficiency to enhance client satisfaction.
Key Responsibilities
- Manage client onboarding and implementation to ensure a seamless transition to the SNF Clinic platform.
- Identify and implement process improvements to enhance operational efficiency and service quality.
- Oversee client configurations, facility setup, user management, and platform accuracy.
- Coordinate with internal teams to troubleshoot issues, manage escalations, and ensure timely resolutions.
- Monitor service delivery, operational workflows, and quality assurance standards.
- Maintain proactive client communication regarding updates, issues, and resolutions.
- Support data integrity and operational accuracy, including SFTP/API roster integrations.
- Utilize Salesforce, Jira, CRM systems, and operational dashboards to track workflows, performance, and client requests.
- Collaborate cross-functionally to support client satisfaction, operational initiatives, and continuous improvement.
Required Qualifications
- Minimum of 5 years of experience in client operations, service delivery, or a related field.
- Strong organizational, problem-solving, and communication skills.
- Experience managing client onboarding, operational workflows, and issue resolution.
- Proficiency with CRM systems, ticketing platforms, and operational reporting tools.
- Ability to manage multiple priorities independently and collaborate across departments.
Preferred Qualifications
- Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related field.
- Experience in SaaS, healthcare technology, or Learning Management Systems (LMS).
- Familiarity with skilled nursing facilities or long-term care operations.
- Experience with process improvement, project management, and quality assurance.
- Knowledge of Salesforce, Jira, SFTP/API integrations, and data management.
Position Expectations
The Client Operations Manager is expected to demonstrate strong ownership, accountability, and independent decision-making while ensuring operational accuracy, timely client support, and continuous process improvement. This position does not have direct supervisory responsibilities.
