Intake Manager

Role Overview

• Oversee Daily Operations
• Ensure smooth and efficient daily operation of the Intake team.
• Collaborate with leaders by working closely with other Intake leaders and Operations leaders to enhance Intake satisfaction, drive efficiencies, and achieve operational excellence.
• Ensure policy adherence to company and department policies, including attendance, HIPAA, PCI, and other relevant regulations.
• Coordinate, lead, and deliver learning and development for new and existing Intake staff based on the training needs.
• Conduct annual and mid-year reviews, coach, and lead development conversations.
• Develop diverse strategies to effectively resolve issues, drive successful execution, and implement solutions efficiently.
• Manage escalated concerns by addressing patient concerns, ensuring satisfaction by collaborating with appropriate Intake staff and cross-functional teams to resolve issues.
• Partner with Workforce Management to ensure scheduling adherence, accurate staffing models, attendance in scheduled trainings, schedule one-to-ones, etc.
• Staff Engagement & Communication
• Conduct interviews, hiring and termination decisions, and assess staff performance while acknowledging exceptional contributions.
• Establish performance objectives and benchmarks for the team, track advancements, and supply constructive feedback.
• Develop and implement innovative methods to streamline procedures and improve daily operations.
• Interact with staff in a dynamic environment, displaying adaptability, initiative, resourcefulness, and effectiveness.
• Encourage open communication and interaction with staff to inspire and empower performance Conduct regular team meetings, required quality assessments, and monthly one-on-one sessions to address concerns share updates, and reinforce team cohesion.
• Implement recognition programs or incentives to boost morale and acknowledge outstanding performance.
• Keep abreast of industry trends and best practices to bring fresh insights and innovative ideas to the team.
• Ability to adapt to and effectively manage change. This includes showing flexibility in embracing modern technologies, phone systems, and navigating shifts in organizational processes and priorities. Additionally, adeptness in fostering a culture of openness to change among team members and facilitating smooth transitions during periods of organizational evolution.
• Foster a culture of diversity and inclusion that promotes growth, development, and a sense of belonging.
• Analyze Key Performance Indicators
• Proficient in collecting and analyzing key performance indicators (KPIs) to guide decision-making and audit procedures.
• Manage KPIs tailored to the intake processes and initiatives.
• Create initiatives for accountability to foster team achievements.
• Implement quality assurance protocols to uphold superior customer care and continually pinpoint areas of enhancement.
• Possess a strong understanding of reporting techniques to convert data into actionable insights, guiding the team based on emerging trends.
• Champion new initiatives and participate in additional training to enhance the skills of the intake team.
• Collaborate with cross-functional teams to execute and oversee processes related to intake services and patient/community needs (e.g., IOP, PHP, Testing, etc.).
• Perform other tasks as assigned by management or the executive team related to integration, patient satisfaction, and data analytics.

Requirements

• Bachelor's degree with a focus in business, health care, or a related field is preferred.
• Alternatively, an associate degree paired with 3 + years of relevant work experience, or a high school diploma or equivalent coupled with at least 5 + years of relevant work experience will be considered.
• 2 + years of experience overseeing health plan management or working in a medical or mental health contact center.
• Previous exposure to Electronic Health Record systems (EHRs) and telephone systems is required.
• Fluent in English, required and a professional working proficiency, in Spanish may be required.
• Proficiency in Microsoft Office Suite, internet usage, and email communication is essential, with a strong typing ability.
• Experience with NICE system and/or other contact center software is desired.
• The ability to conduct thorough investigations and engage in effective follow-up discussions with personnel is necessary.
• Attention to detail is crucial to maintain accuracy and completeness in tasks.
• Candidates must demonstrate the capacity to multitask and prioritize duties in a fast-paced environment.
• Internal applicants must maintain good standing, devoid of active attendance concerns or disciplinary measures.
• A quiet, dedicated, HIPAA-compliant workspace is necessary for remote work. Hardwired internet is preferred.
• Qualified candidates must be legally authorized to be employed in the United States.

Tech Stack

• PHP

Benefits

• medical
• dental
• vision
• AD&D
• short and long-term disability
• life insurance
• 401k retirement savings with employer match
• paid parental leave
• paid time off
• holiday pay
• Employee Assistance Program