Intake Manager

Permanent On-site | Gormley, ON
Description

Summary

The Intake Manager oversees and contributes the day-to-day operations of the Intake team, manages a variety of key projects for the organization, and focuses on promoting efficiencies and structure.

This position will require the Intake Manager to be included in the Intake Coordinator rotation. Approximately one week per every two months, this person will need to work 12:30PM-8:30PM Monday-Friday and work the weekend on-call shift. The Intake Manager reports to the Operations Manager.

Responsibilities Operations and Team Lead

  • Providing guidance, support, and coaching to Intake team members to support their development and potential in their role.
  • Continuously striving for improved internal processes, strategies that help drive business initiatives, identifying opportunities for efficiencies and implementing new structures.
  • Building and nurturing relationships with various third parties and organizations, including key community contacts.
  • Monitor and track key performance indicators (KPIs) for the intake department to ensure targets are met and identify areas for improvement.
  • Oversee and track employee requests for time off (PTO/UPTO) and vacation days, as well as manage portal scheduling.
  • Communicating with the intake team any pertinent information regarding project timelines, goals, or objectives to team members “and ensuring these are met”.
  • Ensuring organization projects or assignments are being met by each team member and provide compliments or feedback for improvement.
  • Excellent conflict management and problem-solving skills, listen to team members’ feedback and resolving any issues.
  • Leadership skills to motivate and empower all staff members.
  • Ability to create a culture of collaboration among colleagues and other team members at all departmental level.
  • Effectively communicating with team members both orally and written, inspiring team environment with open communication to motivate team members.
  • Coordinate with Client Services Managers to recognize high performance and reward accomplishments.

Intake Coordination

  • Accepting referrals and processing internally to determine first visit timeline, determining which Clinician to assign the case to based on a list of criteria, and creating offer to be issued to clinician.
  • Checking previous day’s responses to offers issued and acting on declined offers to reassign to another clinician, while sorting accepted offers into the appropriate folder.
  • Offer sent to clinician-includes profile of patient-clinician would accept or decline.
  • Following client’s first visit to clinician, processing their assessment report detailing their treatment plan; uploading to the Health Partner Gateway for its submission and uploading into Goldcare.
  • Uploading assessment report internally to AlayaCare and populate date fields to document date report was received.
  • Processing updates and frequency updates detailing changes to treatment plan and billing pathways.
  • Creating tasks to send to clinician prompting them to take action as the client has received the frequency update.
  • Working directly with clinicians to troubleshoot and resolve issues as they arise.
  • Continuously communicating with other Intake team members to ensure information is disseminated to all team members.
Qualifications
  • 3-5 years’ experience in intake management, case management, customer service, or related roles.
  • Bachelor’s degree in business, healthcare administration, social services, or a related field is preferred.
  • Strong leadership skills with the ability to supervise and motivate a team.
  • Excellent communication and interpersonal skills to interact with clients, clinicians, and internal teams.
  • Strong organizational skills and attention to detail.
  • Exceptional relationship-building skills.
  • Excellent computer skills and proficiency in Microsoft Office.
  • Ability to learn new computer programs with ease.
  • Strong communication skills, both verbal and written.

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