[Hiring] Senior Manager, Patient Intake @Metro Vein Centers

Role Description

As the Senior Manager of Patient Intake, your mission is to lead a high-performance department of 3 managers and 60+ Patient Intake Coordinators (SDRs). You are the primary driver of total department performance. Your success is measured by your ability to remove administrative friction from your managers, allowing them to focus 80% of their time on call coaching, and by your ability to systematically shift the agent performance bell curve to the right.

Key Outcomes (The Scorecard)

• Bell Curve Shift:
  • Increase the "Mean" performance of the total PIC team.
  • Move the bottom 20% of performers into the "B" player tier and the "B" players into the "A" player tier.
• Manager Enablement:
  • Successful off-boarding of 90% of non-coaching administrative tasks (reporting, scheduling, capacity planning) from the direct managers' plates.
• Department KPIs:
  • 10–20 booked evaluations with U/S per agent/day.
  • 55%+ Conversion on qualified Leads.
  • Attendance rate.
• Operational Efficiency:
  • Maintaining 95+% CRM (HubSpot) and EMR (Athena) documentation accuracy across all pods.

Core Responsibilities

• Strategic Performance Management:
  • Analyze daily, weekly, and monthly performance data to identify "The Gap".
  • Develop and implement "Delta Training" programs to address systemic performance issues.
  • Lead the "Will vs. Skill" calibration for the entire department.
• Manager Enablement & Mentorship:
  • Serve as the "Shield" for direct managers by taking over all administrative reporting, scheduling, and payroll tasks.
  • Conduct weekly 1:1s with managers focused on their coaching efficacy.
  • Audit manager coaching sessions to ensure consistency in the 5-Step Sales Process and the "Three A's" (Acknowledge, Answer, Ask).
• Operational Infrastructure (The Administrative Engine):
  • Manage the "Admin Stack": Handle all reporting in HubSpot and Dialpad, manage agent schedules, and oversee capacity planning.
  • Optimize the "Call Flow": Work with the tech team to build and refine interactive call flows.
  • Lead "Lead Flow Management": Partner with Marketing to ensure lead quality and volume are balanced.

Qualifications

• The "Coach of Coaches" Mentality: Proven track record of managing managers in a high-volume SDR/Sales environment.
• Analytical Rigor: Ability to use data to diagnose performance issues.
• Operational Discipline: Enjoys building systems for others to execute within.
• Medical Sales/SDR Background: Experience in a high-volume patient intake or medical sales environment is preferred.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k)
• Paid Time Off (PTO) + Paid Company Holidays
• Company-Paid Life Insurance
• Short-Term Disability Insurance
• Employee Assistance Program (EAP)
• Career Growth & Development Opportunities