Client Services Manager

Client Services Manager
Skokie, IL - Full Time

All-Stat Portable started providing diagnostic services to the Chicago-land area in 1978. Since then, we have grown to become a premier full-service portable diagnostic company servicing the needs of our post-acute, at-home, and corporate clients throughout Illinois, Indiana, Wisconsin, Michigan, Maryland, DC, and Virginia. Our mission is to provide the highest quality services within the diagnostics industry and to serve as a strategic partner to our clients so they may increase the level of care they provide for their residents. We are very excited to bring our services to more locations in the future.

We are looking for someone to join our team as a mid-shift Client Services Representative (CSR) in our 24/7 call center.  As the CSR, you will act as a communication point for emergency and non-emergency calls requesting diagnostic care services.  You will be responsible for entering orders and routing technicians using tracking and routing technology. You will also be responsible for relaying positive results in a timely manner and answer questions regarding the status and ETA of the technician. The CSR will also receive requests, transmit messages and track vehicles and will need to work efficiently to prioritize the technicians' routes. 

Position Overview
We are currently seeking a Client Services Manager to support and oversee overnight/PM operations within our 24/7 call center. This leadership role is responsible for quality control oversight, positive result workflows, supervisor support, call center performance, and staffing continuity across all states during overnight hours.
The Client Services Manager serves as the primary escalation point overnight, ensuring operational excellence, timely exam results, adherence to policy, and exceptional client service while supporting supervisors and frontline staff.

Primary Responsibilities:
Overnight QC Oversight

• Oversee quality control processes throughout the PM/overnight shift across all states
• Ensure exams are resulted within expected state-specific timeframes
• Verify compliance with state requirements for exam turnaround times
• Ensure timely email communication with appropriate radiology groups when results are delayed or missing
• Track unresolved result issues and follow up until completion
• Escalate ongoing or repeated reading group issues to leadership

Positive Result Oversight

• Ensure all positive results are communicated in accordance with policy and client requirements
• Monitor positive result workflows for timeliness, accuracy, and proper documentation
• Step in to assist supervisors and staff during high positive volume or workflow issues

Supervisor Support & Escalation

• Serve as the primary escalation point for overnight supervisors and staff
• Provide real-time guidance and decision-making support during operational challenges
• Ensure supervisors have adequate staffing, resources, and authority to manage shifts effectively
• Coach supervisors on leadership, prioritization, and problem-solving

Call Center Oversight

• Maintain awareness of call volume, service levels, and response times
• Support supervisors during high call volume periods or staffing shortages
• Ensure call handling standards and escalation protocols are consistently followed

Monthly Call Audits & Quality Reviews

• Assist with monthly call audits for overnight operations
• Review audit results with the Director and Supervisors
• Ensure corrective actions and coaching plans are implemented and tracked
• Report audit findings and improvement recommendations to leadership

Process Improvement & Standardization

• Identify opportunities to improve PM shift workflows, QC processes, and communication
• Collaborate with the Director to update protocols and procedures
• Assist with training supervisors and staff on updated processes

Staffing, Coverage & Risk Management

• Assess overnight staffing needs and anticipate coverage risks
• Assist with contingency planning for call-outs, high-volume nights, and system issues
• Ensure continuity of operations across all states overnight

Staff Scheduling

• Manage and maintain overnight staff schedules to ensure adequate multi-state coverage
• Coordinate schedules for supervisors and staff based on call volume and operational priorities
• Proactively adjust schedules for PTO, call-outs, training, and unexpected gaps
• Ensure schedules are clearly communicated and updated in a timely manner

Leadership & Accountability

• Set expectations for professionalism, accountability, and service excellence overnight
• Reinforce policy adherence and address performance concerns in partnership with leadership
• Promote a culture of teamwork, ownership, and proactive problem-solving

Requirements

• Availability to work overnight and weekends as needed
• Strong leadership, communication, and decision-making skills
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Excellent organizational and problem-solving skills
• Experience supporting supervisors or leading teams preferred
• Strong attention to detail and follow-through
• Ability to utilize multiple systems and applications simultaneously
• High school diploma or higher education required
• Experience in medical dispatch, call center leadership, or healthcare operations preferred

Compensation

• Top-tier pay aligned with experience and performance

Benefits

• Generous Medical, Dental, and 401(k) benefits package
• PTO
• Long-Term Disability and Life Insurance
• Overtime opportunities