Customer Relations Manager - Cedarhurst Senior Living, LLC

Location: Home Office - Clayton, MO

Department: Business Operations

Job Type: Full-Time, Exempt

Position Overview:

We are seeking a compassionate and detail-oriented Customer Relations Manager to join our Home Office team. This role will oversee resident and family relationships across multiple senior living communities, manage complex billing inquiries, and ensure positive service experiences. The ideal candidate will balance financial management with empathy, ensuring prompt resolutions and maintaining strong relationships.

Key Responsibilities:

• Customer Support: Serve as the main contact for escalated billing inquiries and disputes, providing timely and effective resolutions.
• Relationship Management: Build and maintain positive relationships with residents, families, and community teams.
• Issue Resolution: Collaborate with teams to resolve complex billing or service issues, negotiate payment plans, and address concerns.
• Communication & Documentation: Document all interactions thoroughly and follow up consistently with residents and families to ensure issues are fully resolved and satisfaction is achieved.
• Training & Coaching: Train and support community staff on best practices for resident communication and customer service.
• Reporting & Analysis: Review and analyze aging reports, identify trends, and develop strategies to improve collection efforts and minimize outstanding balances.
• Policy Development: Contribute to policy development and process improvements related to billing, collections, and customer service standards.
• Compliance: Maintain confidentiality and ensure compliance with HIPAA regulations and company policies.

Qualifications:

• Bachelor’s degree preferred or equivalent experience.
• 3-5 years in customer service management or related roles, ideally in senior living or healthcare.
• Excellent interpersonal and communication skills.
• Experience in managing escalated issues and resolving complex situations.
• Proficiency in CRM systems; Yardi experience is a plus.
• Strong organizational skills with attention to detail.
• Empathy and patience when working with seniors and their families.

If you’re a motivated professional looking to make a positive impact, we’d love to hear from you!

We are an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, we will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with the employer.