Client Services Manager

Sound•Tukwila, WA

About The Position

The Administrative Manager oversees the administrative operations of the Client Services team including front desk, call center, and Level II Team Members ensuring consistent front desk coverage, efficient workflows, and strong support for clinical and organizational functions. The role provides leadership to administrative staff, manages cross ‑ location processes, supports organizational initiatives such as change management and process improvement, and maintains high standards of professionalism, confidentiality, and discretion when working with clients, staff, and visitors. OPERATIONAL SCOPE Provide daily monitoring and operational management of the call center, ensuring service standards, responsiveness, and workflow efficiency. Travel regularly to all organizational sites to meet with administrative team members, provide on ‑ site support, and maintain consistency across locations. Oversee timekeeping functions, including review and approval of timesheets, monitoring attendance, and addressing time and attendance concerns in accordance with organizational policy. Monitor and record administrative performance and productivity, addressing gaps and implementing corrective actions as needed in collaboration with supervisors. Partner with administrative leads and supervisors to ensure adequate coverage, including managing last ‑ minute schedule changes, absences, and unexpected operational needs.

Requirements

Bachelor’s degree or three to five years of administrative management experience in business administration, healthcare administration, public administration, or related field required.
Experience supervising staff and managing multi‑site operations.
Comprehensive administrative expertise, including clerical operations, reception, report generation, correspondence, and presentation preparation.
Strong organizational and time management skills, with the ability to manage multiple priorities, maintain accuracy, and meet deadlines independently.
Proficiency with Microsoft Office applications (Word, Excel, Outlook, Visio).
Solid understanding of health insurance verification, authorization requirements, and billing processes to support accurate and efficient administrative operations.
Excellent verbal and written communication abilities, emphasizing customer service, professionalism, and effective interpersonal interactions.
Demonstrated leadership and supervisory skills, including delegation, mentoring, performance oversight, and modeling professional conduct.
Ability to lead teams through organizational and operational change, fostering engagement, clarity, and readiness.
Sound judgment and discretion, especially when handling confidential or sensitive information.
Ability to build strong, respectful relationships across diverse teams, clients (children and adults), and individuals from varied backgrounds.
Working knowledge of HIPAA requirements related to client privacy, documentation, and healthcare administrative standards.
Ability to work effectively with minimal supervision, remaining proactive, adaptable, and productive in a fast-paced environment.
Effective presentation skills, able to clearly communicate information and respond to questions from managers, clients, customers, and the public.
Collaborative team orientation, contributing proactively across programs and supporting multiple treatment teams as needed.
Quality and compliance awareness, supporting audits, documentation accuracy, and adherence to organizational and regulatory standards.
Reliable personal vehicle for business use.
Washington State driver’s license and insurable driving record required.
Must pass a criminal background check.

Nice To Haves

Experience in nonprofit or community mental health settings.
Familiarity with electronic health record (EHR) systems and behavioral health billing workflows.

Responsibilities

Manage Administrative Operations Direct daily administrative activities across multiple sites to ensure consistent service delivery and adherence to organizational standards.
Maintain dependable front‑desk coverage by coordinating schedules, monitoring staffing levels, and implementing contingency plans.
Develop, revise, and enforce administrative procedures to support efficient clinic operations.
Monitor operational performance and recommend improvements to enhance client service and staff productivity.
Staff Leadership and Development Supervise administrative staff across all locations, including hiring, onboarding, training, and performance management.
Provide coaching and guidance to promote professional growth, accountability, and high‑quality service.
Foster a professional, collaborative, and client‑focused work environment.
Lead administrative meetings and contribute to organizational planning and project implementation.
Lead administrative teams through operational and organizational changes, including new systems, processes, and service models.
Support special projects and organizational initiatives as assigned.
Communication and Cross‑Site Coordination Facilitate clear, effective communication among administrative teams, clinical leadership, and executive management to ensure staff are well ‑ informed and able to confidently adopt organizational changes.
Support and help implement special projects and organizational initiatives in collaboration with leadership, minimizing disruption to services.
Lead administrative meetings and contribute to organizational planning and project execution.
SUPPLEMENTAL FUNCTIONS Resource, Facility, and Technology Coordination Coordinate facility needs, including maintenance requests, safety protocols, and workspace organization.
Partner with IT to support technology needs, equipment functionality, and user support for administrative staff.

Benefits

Medical, Dental & Vision Insurance: Premium 100% paid by Sound for team member and child coverage to age 26, depending on plan selected. Spouse/Domestic Partner coverage available at team member’s cost.
Life Insurance (2x annual salary + additional $25,000): paid by Sound
Long Term Disability Insurance (60% monthly salary): paid by Sound
Retirement Plan: Sound contributes 3% to team member’s plan; team member is 100% vested
Retirement Plan - 401(k) Plan, pre-tax and/or Roth: team member may contribute to their own plan
Health Savings Account: Sound contributes $1,133.33 (individual) or $2,266.67 (family) for eligible team members, pro-rated for new hires in first year
Flexible Spending Accounts: for health care and dependent day care costs (pre-tax)
EAP: Employee Assistance Plan
Vacation: 18 days per year, increasing with years of service.
Holidays: 9 days per year
Sick Leave: 12 days per year
Bereavement Leave: for death in the family
Parking: Free at all Sound sites
Training: Free in-house professional training and $400 annually + 3 paid days approved off-site training
Service Award: at 5, 10, 15, 20, 25, 30, 35 & 40 years of service