Intake/Scheduling Manager (Healthcare Call Center)

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 team!

LIFESTANCE OVERVIEW

LifeStance Health (NASDAQ: LFST) is one of the nation’s largest providers of virtual and in-person outpatient mental health care for children, adolescents and adults experiencing a variety of mental health conditions. LifeStance Health is based in Scottsdale, Arizona.

Our Vision: A truly healthy society where mental and physical healthcare are unified to make lives better. 

Our Mission: To help people lead healthier, more fulfilling lives by improving access to trusted, affordable, and personalized mental healthcare. 

Our Values: 

Delivering Compassion - We care for people unconditionally and act with empathy always. 

Building Relationships - We are collaborative, building enduring relationships to achieve more together. 

Celebrating Difference - We respect the diversity of every individual’s lived experiences.

Since LifeStance Health was founded in 2017, we have grown to nearly 5,000 clinicians and team members serving patients in more than 370 locations. We acquire clinical practices and open new locations across the country, with thousands of new clinicians joining our mission every year. We are reimagining mental health.

Learn more at www.lifestance.com. 

Remote-Required to live in TX or cst zone
Full Time
$55,000-$65,000
M-F

ROLE OVERVIEW 

The Intake Manager is responsible for a team of Intake Coordinators assisting new patients in establishing care with a LifeStance provider.   Tasks include initial assessment scheduling, collection of necessary demographic and insurance information, handling of referrals and clinical history to properly match a patient to the most appropriate provider.

The Intake Manager will lead a team of Intake Coordinators overseeing the day-to-day operations including department and agent KPI’s, training and employee development.  Ensure team is meeting patient expectations, adhering to department processes and policies.  

Ideal candidates should be able to quickly learn and adapt to the intake department processes and technology. Technology includes Electronic Health Record (EHR), appointment scheduling, phone, and contact center systems.  

RESPONISIBILITIES

• Department/Staff
• Ensure Intake team is adhering to company and department policies
• Participate in regular quality assurance tasks
• Actively lead daily, weekly, and monthly huddles and team meetings with Intake team
• Establish meeting cadence with direct reports to review individual and team performance, areas of opportunity and areas where exceeding expectations
• Depending on training content will coordinate, lead and/or deliver training for new and existing Intake staff
• Communicate and deliver employee appraisals, coaching, and development 
• Metrics and Reporting
• Ensure Intake leadership team is monitoring daily, weekly, and monthly agent and team performance through Intake technology, ie. phone and EHR systems
• Responsible for reporting key performance metrics and data regularly in accordance with the company’s strategies and process
• Provide daily, weekly, and monthly metric reports for state intake team
• Customer Service
• Handle escalated patient concerns to address satisfaction issue and work with appropriate Intake staff, provider and/or management to resolve
• Champion new initiatives and participate in additional training to further the skills of the intake team
• Collaborate with cross-functional teams to execute and oversee processes related to intake services and patient/community needs (IOP, PHP, Testing, etc.) 
• Actively participate in intake department workflow and tasks  
• Other tasks as assigned by management or executive team related to integration, patient satisfaction, and data analytics 

SKILLS & EXPERIENCE

• Associate degree with relevant work experience; Bachelor’s degree preferred
• 3-5 years of experience in a call center environment
• 3-5 years of experience in healthcare environment, medical or mental health practices 
• Previous experience in managing a team of 10+ employees preferred
• Prior experience working with Electronic Health Record systems (EHRs), Call Center and phone systems
• Possess broad knowledge of clinical and insurance-related terminology
• Strong written and verbal communication skills
• Excellent interpersonal skills and professional manner
• Ability to provide excellent customer service over the phone
• Strong communication skills, specifically exhibiting empathy and compassion when interacting with patients over the phone
• Attention to detail, ensuring accuracy and completeness of work
• Must be able to multi-task and prioritize work in a fast-paced work environment
• 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 

LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity and Inclusion at LifeStance.

Benefits
As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.