Outreach Intake Manager

LifeStance Health

8d•Remote

About The Position

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. As the Outreach Intake Manager, you will be at the helm of our Outreach Intake team, driving daily operations to ensure top-notch customer service and meeting quality and service benchmarks. Your duties involve crafting and executing strategies to enhance call center efficiency and productivity, tackling escalated inquiries from patients and providers, guiding and monitoring team processes, setting job standards, and evaluating performance with multi-state governance. We are looking for someone who thrives in a rapidly expanding call center environment. Your role will entail coaching, mentoring, and fostering staff growth while keeping a close eye on metrics and KPIs (key performance indicators) to derive insights and compile comprehensive reports.

Requirements

Leadership: Ability to lead and inspire a team, set clear objectives, and provide direction in a fast-paced call center environment.
Communication: Strong verbal and written communication skills to effectively convey information, provide feedback, and engage with staff, referral sources, and other stakeholders.
Problem-solving: Aptitude for identifying issues, analyzing root causes, and implementing effective solutions to improve operations and customer satisfaction.
Team Management: Experience in hiring, training, and managing a diverse team, with a focus on coaching, mentoring, and fostering professional growth.
Strategic Thinking: Capacity to develop and execute strategies to enhance call center efficiency, productivity, and customer service while meeting quality and service benchmarks.
Analytical Skills: Proficiency in analyzing key performance indicators (KPIs), interpreting data, and deriving actionable insights to drive decision-making and performance improvement.
Customer Focus: Dedication to delivering exceptional customer service, addressing escalated inquiries, and ensuring patient and referral satisfaction.
Adaptability: Ability to thrive in a rapidly expanding call center environment, remain flexible, and proactively adjust strategies and processes to meet evolving needs and challenges.
Attention to Detail: Strong attention to detail to conduct routine quality assessments, identify discrepancies, and ensure compliance with policies and procedures.
Continuous Improvement: Commitment to fostering a culture of continuous improvement, encouraging feedback, and implementing initiatives to enhance processes, performance, and team cohesion.
Bachelor's degree with a focus in business, health care, or a related field preferred. Alternatively, an associate degree paired with 3+ years of relevant work experience, or a high school diploma or equivalent coupled with at least 5+ years of relevant work experience will be considered.
2+ years of experience overseeing health plan management or working in a medical or mental health call center.
Previous exposure to Electronic Health Record systems (EHRs) and telephone systems is required.
Proficiency in Microsoft Office Suite, Internet usage, and Email communication is essential, with a strong typing ability.
The ability to conduct thorough investigations and engage in effective follow-up discussions with personnel is necessary.
Attention to detail is crucial to maintain accuracy and completeness in tasks.
Candidates must demonstrate the capacity to multitask and prioritize duties in a fast-paced environment.
Internal applicants must maintain good standing, devoid of active attendance concerns or disciplinary measures.
A quiet, dedicated, HIPAA-compliant workspace is necessary for remote work.
Applicants must be legally eligible for employment in the United States.
Demonstrates awareness, inclusivity, sensitivity, humility, and proficiency in collaborating with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and various cultural contexts.

Nice To Haves

Experience with NICE system and/or other call center software is advantageous.

Responsibilities

Oversight of Daily Operations: Collaborate closely with Intake leaders and LSH operations leaders to enhance Outreach satisfaction and efficiency.
Maintain regular communication and partnership with business development to identify key referral sources and lead source outcomes.
Conduct routine quality assessments to gauge and enhance patient and referral satisfaction.
Identify and rectify issues and discrepancies in trends and policies/procedures.
Ensure compliance with attendance policies and adherence to established procedures.
Craft diverse strategies to effectively resolve issues, drive successful execution, and implement solutions effectively.
Maintain and update team task assignment schedules while actively fostering cross-training initiatives to develop regional expertise within the team.
Team 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.
Innovate methods to enhance procedures for smoother daily operations.
Engage with staff in a dynamic setting, demonstrate adaptability, initiative, resourcefulness, and efficacy.
Foster open communication and interaction with staff to inspire and empower performance.
Incorporate a culture of continuous improvement by encouraging staff to provide feedback and ideas for enhancing processes.
Facilitate regular team meetings and 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.
Stay updated on industry trends and best practices to bring fresh insights and ideas to the team.
Lead by example with regard to change management by showing flexibility in embracing new technologies, phone systems, and navigating shifts in organizational processes and priorities. Additionally, modeling adeptness in fostering a culture of openness to change among team members and facilitating smooth transitions during periods of organizational evolution.
Analyze Key Performance Indicators: Collect and analyze key performance indicators (KPIs) to enact directives and audit procedures.
Oversee specialized KPIs tailored to outreach initiatives.
Create initiatives for accountability to foster team achievements.
Introduce quality assurance protocols to uphold superior customer care and continually pinpoint areas for enhancement.
Scrutinize and audit referral documentation, sources, and submissions.
Utilize reporting techniques to transform data into actionable insights, guiding the team based on emerging trends.