Intake Operations Lead — Team Coach & KPI Driver

LifeStance Health Inc.; Scottsdale (AZ); On-site; USD 59,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

AD&D

Short/long-term disability

Life insurance

401k with employer match

Paid parental leave

Paid time off

Holiday pay

Employee Assistance Program

Job summary

LifeStance Health Inc. is seeking an Intake Manager to lead a team of Intake Coordinators, driving efficient, patient-focused service and high-quality performance in a busy behavioral health contact center.

You will coach staff, monitor KPIs, and partner with operations to optimize workflows while ensuring HIPAA compliance and strong customer care. The role focuses on developing staff, managing escalations, and delivering data-driven improvements in a fast-paced environment with emphasis on

Qualifications

• Bachelor's degree in a related field is preferred; alternative combinations may be considered.
• 3+ years of relevant work in health plan management or mental health contact center.
• Experience with EHRs and telephone systems required.
• Fluent in English; Spanish may be helpful.
• Attention to detail and ability to multitask in a fast-paced environment.
• Familiarity with HIPAA and security/compliance practices.
• Ability to investigate issues and follow up effectively.
• Remote work requires a HIPAA-compliant home workspace.

Responsibilities

• Oversee daily operations of the Intake team and ensure efficient service delivery.
• Collaborate with cross-functional leaders to improve intake satisfaction and operational excellence.
• Ensure policy adherence (HIPAA, PCI, attendance) and regulatory compliance.
• Lead learning and development for intake staff; conduct performance reviews and coaching.
• Manage escalations and partner with stakeholders to resolve patient concerns.
• Coordinate staffing with Workforce Management and support training attendance.
• Conduct regular team meetings and quality assessments; drive process improvements.
• Maintain clear communication to promote inclusion and team cohesion.

Skills

Leadership

Communication

Problem-solving

Team management

Strategic thinking

Analytical skills

Customer focus

Adaptability

Attention to detail

Continuous improvement

Empathy & compassion

Time management

Education

Bachelor's degree preferred

Associate degree + 3+ years experience

High school diploma + 5+ years experience

Tools

EHR systems

NICE system

Microsoft Office Suite

Telephone systems

Job description

LifeStance Health Inc. is seeking an Intake Manager to lead a team of Intake Coordinators, driving efficient, patient-focused service and high-quality performance in a busy behavioral health contact center.

You will coach staff, monitor KPIs, and partner with operations to optimize workflows while ensuring HIPAA compliance and strong customer care. The role focuses on developing staff, managing escalations, and delivering data-driven improvements in a fast-paced environment with emphasis on