Intake Manager

🔥 38 minutes ago

🇺🇸 United States – Remote

💵 $60k - $72k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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AllOne Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

🏥 Healthcare

Consulting • Marketing • Healthcare

AllOne Health is a provider of integrated whole-health solutions that strengthen mental health, physical wellness, financial well-being, and organizational resilience for employers and institutions. They offer Employee Assistance Programs (EAP), Member/Student Assistance Programs, wellness concierge services, organizational consulting, and crisis management, serving millions of lives across thousands of organizations. AllOne Health partners with brokers, consultants, and providers to embed mental health and total well-being benefits into employer benefits portfolios and focuses on measurable engagement and outcomes.

📋 Description

• Manage the day-to-day operations of the Intake team across a multi-state, virtual EAP business • Manage and direct inbound and outbound call center operations • Lead people management, report generation, data analytics, and performance improvement • Develop and monitor quotas for service volume, customer response timeliness, and accuracy in meeting client requests • Ensure customer service targets are met • Maintain and secure written and electronic clinical records both on and offsite • Create and promote a high-performance culture of service, innovation, and results • Manage team performance and development through talent management processes • Establish and maintain a diverse talent pipeline • Initiate and support continuous process improvement in business workflows • Interpret and apply corporate policies, procedures, protocols, and ISO requirements • Manage financial resources and optimize administrative costs and ROI • Determine client service operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analysis • Monitor system performance, identify and resolve problems, prepare and complete action plans and processes, and conduct quality assurance • Serve as an escalation point for issues impacting client success and drive risk mitigation • Partner with senior clinical team members to address critical and emergent mental health or substance abuse needs • Communicate expectations effectively with Intake, Clinical Support, and Connecting team members • Hire, evaluate, train, and develop department staff • Manage day-to-day operational flow to enforce company strategy • Manage and oversee EAP Expert electronic and paper clinical records • Coordinate safeguarding and updating of active and inactive electronic records • Recommend and implement operating policies and procedures

🎯 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

🏖️ Benefits

• Immediate medical (Blue Cross/Blue Shield), dental, and vision insurance • Desirable work schedules • Generous amount of Paid Time Off • 401(k) retirement program with a company match • Employee Assistance Program (EAP) benefits for the employee and family

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