Senior Manager, Intake

Mindful Health Solutions   Houston, TX   Full-time     Administration / Clerical
Posted on January 20, 2023
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POSITION SUMMARY

 

Mindful Health Solutions is looking for a self-motivated, operationally-minded call center leader with a proven track record of success to lead a rapidly growing patient intake team.

The Senior Manager of Intake will lead a remote team of intake supervisors and report directly to VP of Relationship Management. The contact center handles calls and leads from potential new patients and existing patients.   

 

KEY RESPONSIBILITIES 

  • Lead intake department with over 40+ employees
  • Responsible for daily and weekly planning of contact center operations, including call and staff forecasting, workforce management, hiring and training, as well as employee development and retention.
  • Responsible for ensuring accurate data collection, analysis and action planning to help the contact center meet the KPIs.
  • Will set standards for quality control, intake processes and patient experience
  • Partner with leadership to collaborate on strategic planning and needs for contact center and occasionally present to executive leadership.
  • Meet KPI targets for contact center (SLA, Abandonment rate, AHT, etc.)
  • Develop leadership that mentors and guides team members to achieve personal and MHS goals
  • Identify pain points in patient and employee experience and develop and implement action plans to improve
  • Collaborate with stakeholders in operations, credentialing, billing and other channels to implement effective change

QUALIFICATIONS

  • 5 years of call center leadership experience required.
  • Preferred 3+ years in healthcare
  • Preferred BA in leadership, business, healthcare or relevant field
  • Experience leading teams of 80+
  • In-depth knowledge of call center technologies and tools needed for planning, forecasting, and quality control
  • Strong data analysis skills
  • Proven results in coaching and conflict management
  • Occasional travel (less than 25%) to be required