Manager of Intake

AllOne Health; United States; Remote; USD 60,000 - 72,000; Full time

Benefits offered by this job

Immediate medical, dental, and vision

Paid Time Off

401(k) with company match

Employee Assistance Program (EAP)

Additional benefits

Job summary

AllOne Health is seeking a Manager of Intake to oversee the day-to-day operations of a multi-state, virtual EAP intake team. You will lead inbound/outbound call center activities, drive performance, and ensure accurate client requests while safeguarding clinical records.

The role offers a salary range of $60,000 to $72,000 per year, with opportunities to guide service delivery and process improvements in a remote, nationwide setting.

Qualifications

• Bachelor’s degree in Business, Operations Management, Communications, or related 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 all levels.
• Proven ability to handle varying responsibilities with attention to detail.
• Intermediate knowledge of Microsoft Office Suite.
• Advanced conflict resolution skills required.
• Experience with Call Center software and Database systems.
• Ability to travel up to 20% of the time.

Responsibilities

• Lead intake team across a multi-state, virtual EAP business and manage inbound/outbound call center operations.
• Develop quotas for service volume, timeliness, and accuracy; monitor performance.
• Maintain and secure all written and electronic clinical records on and offsite.
• Hire, evaluate, train, and develop department staff.
• Oversee day-to-day operations to align with company strategy.
• Collaborate with the Clinical team to address mental health or substance use needs.
• Ensure customer service targets are met and drive process improvements.

Skills

Call center operations

Staff management

Client-focused solutions

Communication skills

Detail-oriented

Microsoft Office Suite

Conflict resolution

Travel flexibility

Education

Bachelor's degree in Business/Operations

Tools

Call Center software

Database systems

Microsoft Office Suite

Job description

Description

AllOne Health is in the business of care; and service is what matters most.

AllOne Health 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 our team, you will make 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).

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 all aspects of inbound and outbound call center operations, which includes people management, report generation 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 all written and electronic clinical records both on and offsite.

Salary Range: $60,000 - $72,000 per year.

Key Accountabilities & Duties

• Corporate Leadership:
  • Create and promote a high-performance culture of service, innovation, and results
  • Engage in continuous 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 continuous process improvement in business workflows
  • Effectively interpret and apply all Corporate policies, procedures and protocols including ISO
  • Efficiently and effectively manage all financial resources to achieve optimal administrative costs & ROIs
• Determines client service operational strategies by conducting needs assessments, performance reviews, capacity 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 point for issues that impact the client’s success and drives risk mitigation.
• Partners with Senior Member(s) of the Clinical team to ensure that all critical and emergent mental health or substance abuse related 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 paper 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 related 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 all levels of the organization;
• Proven ability to handle varying responsibilities at one time with attention to detail;
• Intermediate knowledge of Microsoft 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 (Blue Cross/Blue Shield), dental, and vision insurance is available
• Self-Care is a top priority – 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!

Salary Description

$60,000 - $72,000 per year