Outreach Intake Manager
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Job Description
Outreach Intake Manager driving operations and strategies for LifeStance Health's call center. Ensuring customer service excellence and team performance in a growing mental health practice.
Responsibilities:
- Oversight of Daily Operations
- Collaborate closely with Intake leaders and LSH operations leaders to enhance Outreach satisfaction and efficiency
- Maintain regular communication and partnership with business development to identify key referral sources and lead source outcomes
- Conduct routine quality assessments to gauge and enhance patient and referral satisfaction
- Identify and rectify issues and discrepancies in trends and policies/procedures
- Ensure compliance with attendance policies and adherence to established procedures
- Craft diverse strategies to effectively resolve issues , drive successful execution , and implement solutions effectively
- Maintain and update team task assignment schedules while actively fostering cross-training initiatives to develop regional expertise within the team
- 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
- Innovate methods to enhance procedures for smoother daily operations
- Engage with staff in a dynamic setting, demonstrate adaptability, initiative, resourcefulness, and efficacy
- Foster open communication and interaction with staff to inspire and empower performance
- Incorporate a culture of continuous improvement by encouraging staff to provide feedback and ideas for enhancing processes
- Facilitate regular team meetings and 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
- Stay updated on industry trends and best practices to bring fresh insights and ideas to the team
- Lead by example with regard to change management by showing flexibility in embracing new technologies , phone systems, and navigating shifts in organizational processes and priorities
- Analyze Key Performance Indicators
- Collect and analyz e key performance indicators (KPIs) to enact directives and audit procedure s
- Oversee specialized KPIs tailored to outreach initiatives
- Create initiatives for accountability to foster team achievements
- Introduce quality assurance protocols to uphold superior customer care and continually pinpoint areas for enhancement
- Scrutinize and audit referral documentation , sources , and submissions
- Utilize reporting techniques to transform data into actionable insights, guiding the team based on emerging trends
Requirements:
- Bachelor's degree with a focus in business, health care, or a related field 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 call center
- Previous exposure to Electronic Health Record systems (EHRs) and telephone systems is 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 call center software is advantageous
- 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
- Applicants must be legally eligible for employment in the United States.
Benefits:
- medical
- dental
- vision
- AD&D
- short and long-term disability
- life insurance
- 401k retirement savings with employer match
- paid parental leave
- paid time off
- holiday pay
- Employee Assistance Program
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