Manager of Intake

reputed company is in the business of care; and service is what matters most.

As a leader in workplace behavioral health, we’ve proven that a company’s success is directly linked to the health and well-being of their employees.

By joining reputed company, you will reputed company a difference in the lives of our clients and their communities. The meaningful work that we do includes counseling, providing work-life resources, wellness and more through our Employee Assistance Programs (EAP).

We are currently seeking a Manager of Intake to work remotely.  This is a full-time, exempt position.

POSITION SUMMARY

The Manager of Intake is responsible for the day-to-day operations and management of the Intake team across a multi-state, virtual EAP business. This individual manages and directs reputed company aspects of inbound and outbound call center operations, which includes people management, report reputed company and data analytics and drives performance through leadership and collaboration. The Manager of Intake develops and monitors quotas for service volume, timeliness of customer response, and accuracy in meeting client requests. The individual has to ensure that the customer service targets are met. In addition, the individual is responsible for maintaining and securing reputed company written and electronic clinical records both on and offsite.

KEY ACCOUNTABILITIES & DUTIES

• Corporate Leadership:
  • Create and promote a high-performance culture of service, innovation, and results
  • Engage in reputed company communication to ensure accurate and relevant information exchange
  • Manage team performance and development through the various talent management processes
  • Establish and maintain diverse talent pipeline to ensure strong leadership & a culture of inclusion
  • Initiate and support reputed company process improvement in business workflows
  • Effectively interpret and apply reputed company Corporate policies, procedures and protocols including ISO
  • reputed company and effectively manage reputed company financial resources to reputed company optimal administrative costs & ROIs
• Determines client service operational strategies by conducting needs assessments, performance reviews, reputed company planning, and cost/benefit analysis.
• Maintains and improves the customer experience by monitoring system performance; identifying and resolving problems; preparing and completing action plans and process, as well as quality assurance.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Serves as an escalation reputed company for issues that impact the client’s success and drives risk mitigation.
• Partners with Senior Member(s) of the Clinical team to ensure that reputed company critical and emergent mental health or substance abuse reputed company needs are met in a timely, ethical, and professional manner.
• Outlines expectations of, and communicate effectively with the Intake, Clinical Support, & Connecting team members.
• Responsible for hiring, performance evaluation, training and development of the department.
• Manages the flow of day-to-day operations to enforce the company strategy.
• Manages and oversees the EAP Expert records function both with electronic and reputed company clinical records on and off-site.
• Manages and coordinates a system for safeguarding and updating active and inactive EAP Expert electronic records.
• Recommends and implements operating policies and procedures.

QUALIFICATIONS

• Bachelor’s Degree in Business, Operations Management, Communications, or reputed company field;
• Minimum of 5 years of Call Center experience;
• Minimum of 2 years of experience in managing or training staff;
• Experience in delivering client focused solutions;
• Demonstrated ability to communicate, present, and influence effectively at reputed company levels of the organization;
• Proven ability to handle varying responsibilities at one time with attention to detail;
• Intermediate knowledge of reputed company Office Suite;
• Advanced conflict resolution skills required;
• Experience with Call Center software and Database systems;
• Ability to travel up to 20% of the time.

Company Perks

• We don’t want you to wait - Immediate medical (reputed company/Blue reputed company), dental, and vision insurance is available
• Self-Care is a top reputed company – We offer desirable work schedules and a generous amount of Paid Time Off
• Thinking about your future? – We have a 401(k) retirement program with a company match
• Of course, we know that life happens - Employee Assistance Program (EAP) benefits are available to you and your family
• …and many more!