Intake Manager

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

📋 Description

• Lead and supervise a team of Intake Coordinators.

• Manage initial patient intake processes, ensuring efficient, accurate, and patient-centered service delivery.

• Ensure the seamless daily operations of the Intake team.

• Collaborate with leaders in Intake and Operations to enhance satisfaction, efficiency, and operational excellence.

• Maintain compliance with company and departmental policies, including attendance, HIPAA, PCI, and other regulations.

• Coordinate and facilitate training and development for both new and existing Intake staff.

• Conduct annual and mid-year performance reviews, provide coaching, and lead development discussions.

• Address escalated patient issues alongside Intake staff and cross-functional teams.

• Work with Workforce Management on scheduling adherence, staffing models, training participation, and one-on-one meetings.

• Conduct interviews and make decisions regarding hiring and terminations.

• Set performance objectives and benchmarks, monitor progress, and provide constructive feedback.

• Develop and implement strategies to enhance procedures and operational efficiency.

• Organize team meetings, quality assessments, and monthly individual sessions.

• Implement recognition programs or incentives to boost team morale.

• Monitor, analyze, and manage KPIs to inform decision-making and audits.

• Create accountability initiatives and establish quality assurance protocols.

• Transform data into actionable insights and report on emerging trends.

• Advocate for initiatives and partake in additional training opportunities.

• Collaborate across functions to address intake services and patient/community needs, including IOP, PHP, and Testing.

• Undertake additional responsibilities related to integration, patient satisfaction, and data analytics.

⛳️ Requirements

• A Bachelor's degree in business, health care, or a related field is preferred.

• An Associate degree combined with 3+ years of relevant experience, or a high school diploma/equivalent with at least 5+ years of relevant work experience will also be considered.

• A minimum of 2+ years of experience in health plan management or working in a medical or mental health contact center.

• Prior experience with Electronic Health Record systems (EHRs) and telephone systems is essential.

• Fluency in English is required; professional working proficiency in Spanish may be necessary.

• Proficiency in Microsoft Office Suite, internet usage, and email communication is required.

• Strong typing skills are essential.

• Experience with the NICE system and/or other contact center software is a plus.

• Ability to conduct thorough investigations and engage in effective follow-up discussions with staff.

• Attention to detail is crucial.

• Capability to multitask and prioritize responsibilities in a fast-paced environment.

• Internal candidates must maintain good standing without active attendance issues or disciplinary actions.

• A quiet, dedicated, HIPAA-compliant workspace is required for remote work.

• Candidates must be legally authorized to work in the United States.

• Must meet physical job requirements, including sitting, standing, bending, talking, hearing, walking, and lifting/moving objects up to 25 pounds.

• Awareness, inclusivity, sensitivity, humility, and experience working with diverse populations are essential.

🏝️ Benefits

• Comprehensive medical, dental, vision, AD&D, short- and long-term disability, and life insurance.

• 401k retirement savings plan with employer matching.

• Paid parental leave.

• Paid time off.

• Holiday pay.

• Employee Assistance Program.

• Flexible remote work arrangement.

• Hardwired internet connection is preferred for remote work.