Senior Manager, Patient Intake

Metro Vein Centers•Detroit, MI

5d•Remote

About The Position

As the Senior Manager of Patient Intake, your mission is to lead a high-performance department of 3 managers and 60+ Patient Intake Coordinators (SDRs). You are the primary driver of total department performance. Your success is measured by your ability to remove administrative friction from your managers, allowing them to focus 80% of their time on call coaching, and by your ability to systematically shift the agent performance bell curve to the right. Key Outcomes (The Scorecard) Bell Curve Shift: Increase the "Mean" performance of the total PIC team. Specifically, moving the bottom 20% of performers into the "B" player tier and the "B" players into the "A" player tier. Manager Enablement: Successful off-boarding of 90% of non-coaching administrative tasks (reporting, scheduling, capacity planning) from the direct managers' plates. Department KPIs: Responsibility for hitting total department targets: 10–20 booked evaluations with U/S per agent/day. 55%+ Conversion on qualified Leads. Attendance rate - Operational Efficiency: Maintaining 95+% CRM (HubSpot) and EMR (Athena) documentation accuracy across all pods.

Requirements

Proven track record of managing managers in a high-volume SDR/Sales environment.
Ability to use data to diagnose whether a performance dip is a "Will" problem or a "Skill" problem.
Systems thinker who enjoys building the "machine" (reporting, workflows, schedules) so that others can execute within it.
Experience in a high-volume patient intake or medical sales environment is preferred.
Understanding that "Patient-First" empathy and "Do it now" urgency are not mutually exclusive.

Responsibilities

Analyze daily, weekly, and monthly performance data to identify "The Gap"—where the middle of the bell curve is getting stuck.
Develop and implement "Delta Training" programs to address systemic performance issues identified across all three pods.
Lead the "Will vs. Skill" calibration for the entire department to ensure we are hiring and retaining "Quadrant 1" stars.
Serve as the "Shield" for direct managers: Take over all administrative reporting, scheduling, and payroll tasks so managers can spend 6+ hours a day listening to calls and coaching.
Conduct weekly 1:1s with managers focused on their coaching efficacy. You aren't just coaching agents; you are coaching the coaches.
Audit manager coaching sessions to ensure consistency in the 5-Step Sales Process and the "Three A's" (Acknowledge, Answer, Ask).
Manage the "Admin Stack": Handle all reporting in HubSpot and Dialpad, manage agent schedules, and oversee capacity planning for the remote pods.
Optimize the "Call Flow": Work with the tech team to build and refine interactive call flows and help-desk articles that reduce agent ramp time.
Lead "Lead Flow Management": Partner with Marketing to ensure lead quality and volume are balanced across the three manager pods.