[Hiring] Intake Manager @LifeStance Health

Role Description

As the Intake Manager, you will lead and manage a team of Intake Coordinators, ensuring the delivery of exceptional customer service while meeting quality and service benchmarks. Your primary responsibility will be to oversee the initial stages of patient intake, driving efficient, accurate, and patient-focused service delivery.

We are seeking a dynamic and experienced professional who excels in a fast-paced behavioral health contact center environment. You will play a key role in coaching, mentoring, and fostering the growth of your team while meticulously tracking metrics and key performance indicators (KPIs) to extract insights and generate detailed reports. The ideal candidate will be quick to learn and adapt to the processes and technology used in the Intake Department, including Electronic Health Records (EHR), appointment scheduling, phone systems, and contact center software.

Hours: 8:00 am - 5:00 pm EST Monday - Friday

Compensation: $59,000 - $65,000, plus bonus potential

Responsibilities

• Oversee Daily Operations
  • Ensure smooth and efficient daily operation of the Intake team.
  • Collaborate with 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 training needs.
  • Develop diverse strategies to effectively resolve issues and implement solutions efficiently.
  • Manage escalated concerns by addressing patient concerns and collaborating with appropriate Intake staff.
  • Partner with Workforce Management to ensure scheduling adherence and accurate staffing models.
• Staff Engagement & Communication
  • Conduct interviews, hiring and termination decisions, and assess staff performance.
  • 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.
  • Encourage open communication and interaction with staff to inspire and empower performance.
  • Conduct regular team meetings and monthly one-on-one sessions to address concerns and share updates.
  • 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.
  • Foster a culture of diversity and inclusion that promotes growth and development.
• Analyze Key Performance Indicators
  • Proficient in collecting and analyzing KPIs to guide decision-making and audit procedures.
  • Create initiatives for accountability to foster team achievements.
  • Implement quality assurance protocols to uphold superior customer care.
  • 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.

Qualifications

• Bachelor's degree with a focus in business, health care, or a related field is preferred.
• 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; professional working proficiency in Spanish may be required.
• Proficiency in Microsoft Office Suite, internet usage, and email communication is essential.
• Experience with NICE system and/or other contact center software is desired.
• Attention to detail is crucial to maintain accuracy and completeness in tasks.
• 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.
• Qualified candidates must be legally authorized to be employed in the United States.

Requirements

• Ability to lead and inspire a team, set clear objectives, and provide direction in a fast-paced contact center environment.
• Strong verbal and written communication skills.
• Aptitude for identifying issues and implementing effective solutions.
• Experience in hiring, training, and managing a diverse team.
• Capacity to develop and execute strategies to enhance contact center efficiency.
• Proficiency in analyzing KPIs and deriving actionable insights.
• Dedication to delivering exceptional customer service.
• Ability to thrive in a rapidly expanding call center environment.
• Strong attention to detail to conduct routine quality assessments.
• Commitment to fostering a culture of continuous improvement.
• Strong interpersonal skills to understand and address the emotional needs of patients and staff.
• Effective time management skills to prioritize tasks.
• Skill in mediating disputes and resolving conflicts.
• Ability to be fully engaged in a conversation.

Benefits

• Medical, dental, vision, AD&D, short and long-term disability, and life insurance.
• 401k retirement savings with employer match.
• Paid parental leave.
• Paid time off.
• Holiday pay.
• Employee Assistance Program.