Job Description

Customer Relationship Management (CRM) Supervisor

Department: Administrative - Other

Employment Type: Full Time

Location: Burbank, CA

Compensation: $70,000 - $75,000 / year

Description

This role is responsible for ensuring timely communication, resolving client concerns, improving family engagement, and coordinating with clinical, scheduling, intake, and operations teams to support service continuity and client satisfaction.

Key Responsibilities

Client and Family Relations

• Oversee communication with families throughout the client journey, ensuring timely, professional, and compassionate support.
• Address escalated concerns and coordinate resolutions with appropriate internal teams.
• Identify opportunities to improve family satisfaction, engagement, and client retention.
• Ensure client interactions and follow-ups are accurately documented.

Team Leadership

• Supervise, coach, and develop CRM team members.
• Establish performance expectations, workflows, and communication standards.
• Monitor team productivity, response times, and follow-up completion.
• Conduct regular team meetings, provide feedback, and support employee development.

Service Coordination and Process Improvement

• Collaborate with clinical, intake, scheduling, and operations teams to address service disruptions and family concerns.
• Monitor outstanding requests and ensure timely resolution.
• Identify recurring issues and recommend process improvements to enhance the client experience.
• Maintain efficient CRM workflows, reporting, and documentation practices.

Compliance and Confidentiality

• Ensure client information is handled in accordance with HIPAA and company policies.
• Follow established procedures for documenting complaints, concerns, and escalations.
• Escalate clinical, safety, and compliance concerns to the appropriate leadership team.

Qualifications

• High school diploma or equivalent required; additional education in business, healthcare administration, or a related field preferred.
• Two or more years of experience in customer service, client relations, healthcare operations, or a related field.
• Supervisory or team leadership experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Experience managing escalated concerns and maintaining confidential records.
• Proficiency with CRM platforms, Microsoft Office, and related business systems preferred.
• Experience in pediatric therapy, behavioral health, or healthcare is preferred.