Manager of Intake

AllOne Health

11d • Remote

About The Position

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).

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 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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager