Manager of Client Experience

Lighthouse Central Florida is a mission-driven, values-based organization providing an optimal blend of rehabilitation training services and real-world applications to help individuals of all ages, who live with any degree of vision loss to adjust to their reality with grace and confidence so that they can remain active, productive members of our community.

We are seeking a Manager of Client Experience with overall responsibility for vision rehabilitation utilization management and operational management of the Case Management Department to promote the improvement of vision rehabilitation pathways that enhance cost effectiveness while ensuring service quality.

Primary duties include the management of case management team members and ensuring a high level of client service, quality, and adherence to KPIs. This individual must have a mix of strategic and tactical skills and thoroughly understand vision rehabilitation service delivery, financials, analytics, resource utilization, processes, and metrics.

This role provides input to strategic decisions impacting case management and requires coordination with other support departments and direct service providers.

Essential Job Requirements:

• Provide guidance and oversight of all case management operations.
• Act as a catalyst for change within case management, consistently challenging the team to push past boundaries and unlock new achievements.
• Hire, develop, coach, appraise, reward, and retain highly qualified staff, and assist in building a strong case management team that delivers world-class vision rehabilitation services.
• Motivate and develop team members through coaching, feedback, and personal development to enhance performance delivery, meet contractual obligations and maximize staff retention.
• Provide leadership to develop, maintain team morale and foster a culture of excellence, collaboration, and professional growth.
• Evaluate the effectiveness of internal systems and processes to drive improvements that ensure effective operations, focusing on improving efficiency and increasing productivity.
• Interface with partners to ensure contractual obligations are met, and client needs are satisfied.
• Manage relationships with vendors through mutually beneficial collaboration.
• Increase community relationships and presence, and enhance Lighthouse’s reputation.
• Participate in community education and public awareness activities to increase referrals and develop collaboration with other agencies, municipalities, civic organizations, private corporations, and schools
• Partner with the Marketing team to ensure that vision rehabilitation services are recognized as an essential resource to the community and known to individuals who can benefit from the services
• Maintain strong relationships with local and state-level Division of Blind Services personnel.
• Develop, implement, and maintain adequate Quality Assurance (QA) programs that foster continuous improvement to uphold excellence in our services.
• Develop, implement, and maintain an effective resource utilization program to utilize reporting, forecasting, and scheduling to ensure the effective utilization of direct service resources to support business objectives.
• Manage and secure case records following agency procedures, including regular audits of case files to ensure compliance with contract and accreditation standards.
• Analyze and interpret client database reports and use results to manage resources, meet contractual obligations and ensure service delivery meets the organization’s quality standards.
• Support the development of the department budget and own oversight throughout the fiscal year.
• Meet financial objectives by estimating requirements, analyzing variances, and initiating corrective actions.
• Assist in identifying, developing, and implementing new service offerings to fulfill our mission, strategic plan, and the changing needs of our clients.
• Analyze data and metrics to evaluate business performance, drive results, and set broad goals for performance and growth following Lighthouse’s Vision Traction Organizer and the Lighthouse Entrepreneurial Operating System.
• Promote, advance, and support the increased employment of qualified persons who are blind or visually impaired throughout the organization.
• Coordinate with support departments (HR, Finance, IT, etc.) to support case management operations.
• Demonstrate professional, courteous, and constructive behavior with coworkers, subordinates, and the public.
• Maintain professional and technical knowledge by tracking emerging trends in case management; attending educational workshops; reviewing professional publications, establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Work with the Leadership team to ensure compliance with company policy and state and federal employment laws.
• Model and champion all organizational core values, including the Lighthouse Entrepreneurial Operating System.

Education:

• Bachelor's Degree in Visual Disabilities, Health Services, Social Work, or related field required
• Master's Degree preferred.

Experience:

• Prior management experience required.
• 3+ years experience in the provision of rehabilitation services preferred.
• Experience in Lean Six Sigma or comparable process improvement discipline.
• Previous experience working with individuals with vision loss desired.

Demonstrated Knowledge and Skills:

• Self-Starter with superior organizational skills; ability to multitask, adapt to change, pay attention to detail, produce accurate work products and prioritize effectively.
• Strong managerial and team-building skills and demonstrated ability to motivate and empower direct and indirect reports
• Excellent knowledge of budgeting, fiscal management, data analysis, and business operations
• Expert level knowledge and expertise in utilizing client database systems
• Excellent time management skills, resourcefulness, and initiative.
• Demonstrated ability to think strategically in a dynamic environment and deliver results
• Effective management and leadership skills, ability to adjust to and manage change
• Experience with Traction/EOS preferred.
• Ability to solve a variety of complex problems and choose the best solution from several possible outcomes
• Excellent verbal and written communication skills
• Proven ability to work independently.
• Exhibit professional maturity, judgment, and objectivity.
• Capable of working with a variety of personalities and leadership styles.

Physical Demands:

• Ability to remain in a normal seated position regularly
• Repetitive motion/use of hands for fine manipulation on a computer
• Ability to move about independently, with occasional prolonged standing and occasional outdoor exposure at events
• Ability to move and lift items usually ranging up to 25 lbs
• Occasional travel is required.

Requirements:

• Pass Level II background check.

For employees living with visual impairments, you must provide documentation from a physician of legal blindness. Legal blindness is defined as: "Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees." These conditions are based on the federal Javits-Wagner-O'Day work program for legally blind individuals.

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.

All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.

The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodations will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization.