[Hiring] Outreach Intake Manager @LifeStance Health

Role Description

As the Outreach Intake Manager, you will be at the helm of our Outreach Intake team, driving daily operations to ensure top-notch customer service and meeting quality and service benchmarks. Your duties involve:

• Crafting and executing strategies to enhance call center efficiency and productivity.
• Tackling escalated inquiries from patients and providers.
• Guiding and monitoring team processes, setting job standards, and evaluating performance with multi-state governance.
• Coaching, mentoring, and fostering staff growth while keeping a close eye on metrics and KPIs (key performance indicators).

Compensation: $59,000 - $65,000 annually

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

Responsibilities

• Oversight of Daily Operations
  • Collaborate closely with Intake leaders and LSH operations leaders to enhance Outreach satisfaction and efficiency.
  • Maintain regular communication and partnership with business development to identify key referral sources and lead source outcomes.
  • Conduct routine quality assessments to gauge and enhance patient and referral satisfaction.
  • Identify and rectify issues and discrepancies in trends and policies/procedures.
  • Ensure compliance with attendance policies and adherence to established procedures.
  • Craft diverse strategies to effectively resolve issues, drive successful execution, and implement solutions effectively.
  • Maintain and update team task assignment schedules while actively fostering cross-training initiatives to develop regional expertise within the team.
• Team 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.
  • Innovate methods to enhance procedures for smoother daily operations.
  • Engage with staff in a dynamic setting, demonstrating adaptability, initiative, resourcefulness, and efficacy.
  • Foster open communication and interaction with staff to inspire and empower performance.
  • Incorporate a culture of continuous improvement by encouraging staff to provide feedback and ideas for enhancing processes.
  • Facilitate regular team meetings and 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.
  • Stay updated on industry trends and best practices to bring fresh insights and ideas to the team.
  • Lead by example with regard to change management by showing flexibility in embracing new technologies, phone systems, and navigating shifts in organizational processes and priorities.
• Analyze Key Performance Indicators
  • Collect and analyze key performance indicators (KPIs) to enact directives and audit procedures.
  • Oversee specialized KPIs tailored to outreach initiatives.
  • Create initiatives for accountability to foster team achievements.
  • Introduce quality assurance protocols to uphold superior customer care and continually pinpoint areas for enhancement.
  • Scrutinize and audit referral documentation, sources, and submissions.
  • Utilize reporting techniques to transform data into actionable insights, guiding the team based on emerging trends.

Qualifications

• Bachelor's degree with a focus in business, health care, or a related field 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 call center.
• Previous exposure to Electronic Health Record systems (EHRs) and telephone systems is 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 call center software is advantageous.
• 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.
• Applicants must be legally eligible for employment in the United States.

Benefits

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

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit, stand, bend, talk, and hear.
• Frequently required to walk.
• Must be able to lift and/or move objects up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.