Intake Manager

BEHAVIORAL HEALTH PRACTICE SERVICES; United States; On-site; USD 59,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with employer match

Parental leave

Paid time off

Holiday pay

Employee Assistance Program

Job summary

LifeStance Health is seeking an Intake Manager to lead a team of Intake Coordinators, ensuring patient-centered service in a fast-paced behavioral health contact center.

You will coach, mentor, and track KPIs, driving improvements while leveraging EHR, appointment scheduling, phone systems, and contact center software. Hours are 8:00 am–5:00 pm EST, Monday–Friday, with a salary range of $59,000–$65,000 and bonus potential.

Qualifications

• Dynamic and experienced professional who excels in a fast-paced behavioral health contact center environment.
• Coaching, mentoring, and fostering growth of Intake staff while tracking metrics and KPIs.
• Familiarity with Electronic Health Records (EHR), appointment scheduling, phone systems, and contact center software.

Responsibilities

• Oversee daily operations of the Intake team to ensure smooth and efficient service.
• Collaborate with other Intake and Operations leaders to improve satisfaction, drive efficiencies, and achieve excellence.
• Ensure adherence to policies including HIPAA and PCI; coach and conduct performance reviews; manage learning and development.
• Analyze KPIs and generate reports to support decision-making and accountability.

Job description

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It's a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team!

LifeStance Health Values

• Belonging: We cultivate a space where everyone can show up as their authentic self.
• Empathy: We seek out diverse perspectives and listen to learn without judgment.
• Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it.
• One Team: We realize our full potential when we work together towards our shared purpose.

Benefits

As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.

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.

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

Compensation: $59,000 - $65,000, plus bonus potential

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 pinp