Intake Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the Intake team within a multi-state, virtual Employee Assistance Program (EAP) business.

• Direct and manage both inbound and outbound call center activities.

• Lead people management initiatives, report generation, data analysis, and performance enhancement.

• Develop and monitor service volume quotas, customer response timelines, and accuracy in fulfilling client requests.

• Ensure achievement of customer service objectives.

• Maintain and secure both written and electronic clinical records, both onsite and offsite.

• Foster and promote a culture of high performance centered on service, innovation, and results.

• Manage team performance and development through effective talent management practices.

• Build and sustain a diverse talent pipeline.

• Initiate and support ongoing process improvements in business workflows.

• Interpret and enforce corporate policies, procedures, protocols, and ISO standards.

• Manage financial resources effectively while optimizing administrative costs and ROI.

• Determine operational strategies for client service through needs assessments, performance evaluations, capacity planning, and cost/benefit analysis.

• Monitor system performance, identify and troubleshoot issues, prepare action plans, and conduct quality assurance processes.

• Act as an escalation point for issues affecting client success and implement risk mitigation strategies.

• Collaborate with senior clinical team members to address urgent mental health and substance abuse needs.

• Effectively communicate expectations with Intake, Clinical Support, and Connecting team members.

• Recruit, assess, train, and develop departmental staff.

• Oversee daily operational flow to align with company strategy.

• Manage and supervise EAP Expert electronic and paper clinical records.

• Coordinate the safeguarding and updating of both active and inactive electronic records.

• Recommend and implement operational policies and procedures.

⛳️ Requirements

• Bachelor’s Degree in Business, Operations Management, Communications, or a related field.

• At least 5 years of experience in a Call Center environment.

• Minimum of 2 years in a managerial or training role.

• Experience in delivering client-focused solutions.

• Proven ability to communicate, present, and influence effectively across all organizational levels.

• Demonstrated capability to manage multiple responsibilities simultaneously with keen attention to detail.

• Intermediate proficiency in Microsoft Office Suite.

• Advanced conflict resolution skills are essential.

• Familiarity with Call Center software and database systems.

• Willingness to travel up to 20% of the time.

🏝️ Benefits

• Immediate access to medical (Blue Cross/Blue Shield), dental, and vision insurance.

• Flexible work schedules.

• Generous Paid Time Off policy.

• 401(k) retirement plan with company matching contributions.

• Employee Assistance Program (EAP) benefits available for employees and their families.