[Hiring] Manager of Intake @AllOne Health

Role Description

The Manager of Intake is responsible for the day-to-day operations and management of the Intake team across a multi-state, virtual EAP business. This individual manages and directs all aspects of inbound and outbound call center operations, which includes people management, report generation and data analytics and drives performance through leadership and collaboration. The Manager of Intake develops and monitors quotas for service volume, timeliness of customer response, and accuracy in meeting client requests. The individual has to ensure that the customer service targets are met. In addition, the individual is responsible for maintaining and securing all written and electronic clinical records both on and offsite.

Key Accountabilities & Duties

• Create and promote a high-performance culture of service, innovation, and results
• Engage in continuous communication to ensure accurate and relevant information exchange
• Manage team performance and development through the various talent management processes
• Establish and maintain diverse talent pipeline to ensure strong leadership & a culture of inclusion
• Initiate and support continuous process improvement in business workflows
• Effectively interpret and apply all Corporate policies, procedures and protocols including ISO
• Efficiently and effectively manage all financial resources to achieve optimal administrative costs & ROIs
• Determine client service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis
• Maintain and improve the customer experience by monitoring system performance; identifying and resolving problems; preparing and completing action plans and process, as well as quality assurance
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Serve as an escalation point for issues that impact the client’s success and drive risk mitigation
• Partner with Senior Member(s) of the Clinical team to ensure that all critical and emergent mental health or substance abuse related needs are met in a timely, ethical, and professional manner
• Outline expectations of, and communicate effectively with the Intake, Clinical Support, & Connecting team members
• Responsible for hiring, performance evaluation, training and development of the department
• Manage the flow of day-to-day operations to enforce the company strategy
• Manage and oversee the EAP Expert records function both with electronic and paper clinical records on and off-site
• Manage and coordinate a system for safeguarding and updating active and inactive EAP Expert electronic records
• Recommend and implement operating policies and procedures

Qualifications

• Bachelor’s Degree in Business, Operations Management, Communications, or related field
• Minimum of 5 years of Call Center experience
• Minimum of 2 years of experience in managing or training staff
• Experience in delivering client focused solutions
• Demonstrated ability to communicate, present, and influence effectively at all levels of the organization
• Proven ability to handle varying responsibilities at one time with attention to detail
• Intermediate knowledge of Microsoft Office Suite
• Advanced conflict resolution skills required
• Experience with Call Center software and Database systems
• Ability to travel up to 20% of the time

Benefits

• Immediate medical (Blue Cross/Blue Shield), dental, and vision insurance is available
• Desirable work schedules and a generous amount of Paid Time Off
• 401(k) retirement program with a company match
• Employee Assistance Program (EAP) benefits are available to you and your family
• …and many more!