ABOUT US
Life Chiropractic College West (Life West), is a leader in chiropractic education. Our dedicated focus on the profession sets us apart from other institutions making our doctoral and continuing education programs some of the most sought-after in the world.
Through a leading-edge curriculum and clinical training experience, we provide graduates with the knowledge, skills, philosophies, attitudes, and competencies to be the best in their field. Life West also empowers transformation. We believe that an outstanding education provides opportunities and resources far beyond the classroom experience. Our mission is to support the full career lifecycle from the classroom to retirement.
CORE VALUES
The vision of Life West is to create a brighter future for humanity through graduating chiropractors who have a deep understanding of service, and of the innate potential of the human body to heal and adapt to its environment. The Doctor of Chiropractic program prepares graduates for personal and professional fulfilment in a climate of giving, doing, loving and serving from a place of abundance.
PURPOSE
The Customer Service Manager manages the LCCW Health Center’s chiropractic Customer Service Assistants (CSAs) and oversees the interactions with patients, interns, and faculty. Interacts with the Health Center’s supervising Chiropractors (Faculty Advisors), Chiropractic interns/students, patients, and administration with an emphasis on customer service. Oversees a wide variety of functions related to the Health Center’s daily, weekly, monthly, and annual operations.
RESPONSIBILITIES
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Supervises, schedules, and evaluates the team of Chiropractic Assistants (CAs)
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Provides CA training, work assignments, schedules, performance reviews, and personnel file documentation
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Provides continued CA training on policies, procedures and DE&I
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Responsible for the development and implementation of policies and procedures to ensure the best customer service and management of Health Center operations
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Ensures that the policies and procedures are understood and adhered to by all CAs
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Ensures that CA work schedules and coverage are structured within the annual budget approved by the Board of Regents
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Provides budget recommendations
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Revises front desk and records room procedures and policies
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Recommends policy and/or procedure changes
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Oversees inventory and purchasing of supplies
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Has an understanding of the function and job requirements at each health center station (front desk, new patient, cashier, records room)
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Is able to fill in any station as may be required
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Provides cross training to all CAs (all CAs must understand the duties and responsibilities of all stations and be able to work at all stations)
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Creates an energetic, positive and healthy environment - ensuring all resources are readily available to interns and doctors (equipment, tables, forms, information - anything the interns and/or doctors need)
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Prepares quarterly faculty schedule
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Is a ChiroTouch Master User: creates users each quarter, assists with training interns on ChiroTouch, assists interns, doctors and CAs with troubleshooting on ChiroTouch
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Assists with training interns on front office procedures (guest lectures)
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Participates in committees such as the safety committee and TIC committee
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Is a problem solver, an expert in understanding people and managing conflict by providing long term solutions to challenges that come up
GENERAL PERFORMANCE STANDARDS AND EXPECTATIONS
In addition to satisfactory performance on all of the responsibilities for this position, all College employees must fulfill the following basic performance expectations:
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Values, Mission and Goals: All employees are expected to know and work by the College's values, mission and goals as set out in the college Strategic Plan.
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Customer Service: All College employees will strive to provide outstanding customer service to everyone they serve including students, the community and fellow employees.
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Grooming and Appearance: College employees are expected to maintain a neat and professional image at all times. When issued, College personnel must wear uniforms, and maintain a neat, clean, and well-groomed appearance.
- Safety Awareness: College employees are expected to work diligently to maintain safe and healthful working conditions, and to adhere to proper operating practices and procedures designed to prevent injuries. Employees are required to wear personal protective equipment as provided, depending on the position.
- Attendance Standards: College employees are expected to attend their work assignments and schedules at all times, pursuant to the College's Employee Handbook.
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Training: College employees are expected to attend College-provided training sessions and meetings when deemed necessary or required.
- Continuous Improvement: College employees are expected to give attention to continuous assessment and improvement of the position's assigned set of duties and responsibilities.
SKILLS & EXPERIENCE: EDUCATION & TRAINING REQUIREMENTS
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Bachelor’s degree or equivalent education and experience
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At least 5 years work experience in management/customer service, preferable in health care, i.e., expenditures, patient statistics, purchasing budget, projects, supervision of 3 or more employees
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Familiarity with EEO, sexual harassment, diversity policies
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Computer skills a must: Microsoft Office suites and database programs
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Excellent verbal and written communications skills
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Excellent organizational and time management skills
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Excellent interpersonal listening and problem solving skills
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Excellent leadership, performance coaching, team and morale building skills
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Ability to communicate and promote change in a positive manner
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Must be self-motivated, dependable, and able to work independently.
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Chiropractic experience preferred.
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Nature of work requires the ability to operate standard business office equipment.
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Requires ability to communicate and exchange information; collect, compile, and prepare work documents; and set up and maintain work files.
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Much time is spent concentrating on CRT, identifying and updating information, and performing some data entry.
Life West is an Equal Opportunity Employer. It is the College's policy to provide equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, sexual orientation, membership or non-membership in an employee organization or on the basis of personal favoritism or other non-merit factors except where otherwise provided by law.
This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Life Chiropractic College West. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.
EMPLOYEE ACKNOWLEDGMENT
I have read this job description and discussed it with my supervisor.