Intake Manager

ROLE OVERVIEW  

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. 

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

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

RESPONSIBILITIES 

• 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. 

COMPETENCIES & SKILLS 

• Leadership: Ability to lead and inspire a team, set clear objectives, and provide direction in a fast-paced contact center environment. 

• Communication: Strong verbal (ability to be fully engaged, while actively processing, and seeking to understand) and written (clear, concise, organized, and convincing manner) communication skills to effectively convey information, provide feedback, and engage with staff, referral sources, and other stakeholders. 

• Problem-solving: Aptitude for identifying issues, analyzing root causes, and implementing effective solutions to improve operations and customer satisfaction. Exhibit initiative to solve problems and work independently. 

• Team Management: Experience in hiring, training, and managing a diverse team, with a focus on coaching, mentoring, and fostering professional growth along with a proficiency is creating and delivering performance improvement plans in alignment with human resources. 

• Strategic Thinking: Capacity to develop and execute strategies to enhance contact center efficiency, productivity, and customer service while meeting quality and service benchmarks. 

• Analytical Skills: Proficiency in analyzing key performance indicators (KPIs), interpreting data, and deriving actionable insights to drive decision-making and performance improvement. 

• Customer Focus: Dedication to delivering exceptional customer service, addressing escalated inquiries, and ensuring patient and referral satisfaction. 

• Adaptability: Ability to thrive in a rapidly expanding call center environment, remain flexible, and proactively adjust strategies and processes to meet evolving needs and challenges. 

• Attention to Detail: Strong attention to detail to conduct routine quality assessments, identify discrepancies, and ensure compliance with policies and procedures. 

• Continuous Improvement: Commitment to fostering a culture of continuous improvement, encouraging feedback, and implementing initiatives to enhance processes, performance, and team cohesion. 

• Empathy and Compassion: Strong interpersonal skills to understand and address the emotional and psychological needs of patients and staff. 

• Time Management: Effective time management skills to prioritize tasks, manage workload, and meet deadlines in a high-pressure environment. 

• Conflict Resolution: Skill in mediating disputes and resolving conflicts among team members or with clients, ensuring a harmonious and productive work environment. 

• Active Listening: The ability to be fully engaged in a conversation, while actively processing and seeking to understand. 

SKILLS & EXPERIENCE 

• 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. 

• LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status. 

• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture. 

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.   

• While performing the duties of this job, the employee is regularly required to sit, stand, bend, talk and hear. The employee is frequently required to walk. The employee must be able to lift and/or move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.