Intake/Scheduling Manager (Healthcare Call Center) Details

Intake/Scheduling Manager (Healthcare Call Center)

LifeStance Health, Inc. - Houston, TX

Employment Type : Full-Time

Houston, TX

Full-time

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 corporate team!

This is an onsite Management position.

LIFESTANCE OVERVIEW LifeStance is a national provider of behavioral healthcare services with operations across the country. We are focused on providing evidence-based, medically driven care for children, adolescents, and adults suffering from a variety of mental health issues in an outpatient care setting, both in-person and through its digital health telemedicine offering. At LifeStance, patient care is paramount – the driving force in everything we do. LifeStance is committed to state-of-the-art clinical excellence, to partnership and collaboration with other treating health care providers to ensure continuity of care, to the utilization of data to individually tailor services for continual improvement in outcomes, and to empowering patients to make informed choices and help them achieve their goals. This is offered in a compassionate and safe environment that provides education, support, and best practices in integrated care. As part of this approach, LifeStance seeks to identify and recruit up-and-coming talent who are eager to join a growth-stage company and work closely with an experienced team dedicated to providing the highest quality of care and compassion to individuals with mental health issues.
Full Time Monday-Friday
ROLE OVERVIEW The Texas Intake Manager is responsible for monitoring and leading the intake department in accordance with the business’ key initiatives and growth. Through key observation of KPI’s and associated metrics, driving strategy and efficiency to meet the department’s goals with relation to intake of new patients.
RESPONSIBILITIES

• Actively lead, attend, and contribute to weekly management meetings
• Supervise staff from an HR perspective and oversee high-level functions of the intake department
• Lead intake training for new hires regarding policies, protocols, and procedures
• Communicate quarterly with key referral sources to ensure proper placement and referral processes
• Participate in regular quality assurance tasks related to patient and referral satisfaction
• Facilitate all communication directly and indirectly between the intake department and other members of the management team
• Actively participate in intake department workflow and tasks
• Collaborate with cross-functional teams to execute and oversee processes related to clinical services and patient/community needs (IOP, PHP, Testing, etc.)
• Provide written weekly metrics report
• Ensure planning, monitoring and appraisal of employee work results and intake department goals and metrics
• Participate in regular quality assurance tasks related to patient and referral satisfaction
• Other tasks as assigned by management or executive team related to integration, patient satisfaction, and data analytics

SKILLS & EXPERIENCE

• Bachelor’s degree in a related field
• 5+ years of experience in a call center environment; healthcare experience is preferred
• Previous experience in managing a team
• Possess broad knowledge of clinical terminology
• Maintain a clear understanding of insurance-related terminology and processes
• Demonstrated ability to properly handle and document emergency calls
• Strong written and verbal communication skills
• Familiar with utilizing EMR systems and basic IT knowledge
• Qualified candidates must be legally authorized to be employed in the United States
• LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status
• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture