Intake Manager

Position Overview

We are seeking a dedicated and experienced Intake Manager to oversee the overall operation of our intake department. The ideal candidate will be responsible for maintaining policies, assessing competencies and productivity, monitoring quality, and establishing improvement plans aligned with the organization’s strategic goals. This role requires strong leadership skills to train and supervise Intake Specialists, Assignments staff, and Intake Interns, ensuring all processes and procedures are consistently followed.

Key Responsibilities

• Manage the overall operation of the intake department, including maintaining policies and procedures.
• Assess staff competencies and productivity, monitor quality, and develop improvement plans based on organizational strategic goals.
• Train and supervise Intake Specialists, Assignments staff, and Intake Interns to ensure adherence to processes and procedures.
• Create and foster a culture where potential clients can reach a live person at least 90% of the time during business hours, providing customer-friendly and supportive service.
• Collaborate with the Director to establish KPIs and track performance at both individual and team levels.
• Manage online submissions, case assignments, and waitlists to assign cases promptly to properly credentialed clinicians.
• Oversee the Registration workflow process, ensuring all clients are properly opened in SmartCare and that all client paperwork and consents are completed prior to clinician assignment.
• Utilize the new client portal to develop more efficient intake workflows and work with Directors to streamline processes.
• Facilitate effective interdisciplinary and interdepartmental communication, collaboration, and service coordination.
• Monitor and approve intake team staff timecards and vacation schedules to ensure adequate coverage of the Center’s needs.
  
  

Qualifications

• Proven experience managing intake or similar operational teams.
• Strong leadership and supervisory skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and implement improvement plans.
• Familiarity with client management systems such as SmartCare.
• Customer service oriented with a focus on accessibility and responsiveness.
• Experience collaborating across departments and disciplines.
  
  

Requirements

• Bachelor's degree in social services or related field; master's degree preferred
• Two years or more experience in call center/scheduling/intake field
• Ability to influence others and build consensus using good written and verbal communication required
• High proficiency in Microsoft Word, Excel and Outlook
• Ability to work independently, multi-task, and prioritize