The Clinical Manager is responsible for meeting contact center Intake Specialist’s goals, metrics and objectives by assisting in day-to-day operational needs. Supervise and provide direction to the team, triage high acuity callers, provide training to the Intake Specialists, and assist in day to screenings to ensure a smooth admission process for patients.

Our dedicated operations teams work behind the scenes to bring our shared mission to life. Each department delivers their own set of strengths which empower our clinicians to focus on their expertise and ultimately perform the meaningful work that we do.

This position is remote with some need to attend in person meetings at our facilities. The hours for this role are: 5 days a week Monday-Friday from 9AM-5PM. There is evening and weekend on-call responsibility for this role.

What You'll Do:

• Lead the daily operations of the Intake Specialist team, including but not limited to monitoring productivity, assigning tasks, providing clinical consultation, and assisting with high acuity callers.
• Support in the admission process and guide the Intake team through the admission screening.
• Ensure notification of appropriate teams for patients starting services.
• Lead the team through continuous improvement work utilizing daily Huddles with the Intake team to ensure alignment with department and organizational goals.
• Develop and maintain good working relationships with leaders within the organization in order to effectively communicate barriers to the admission process across sites. Act as a liaison to cross-divisional teams and provide support in the resolution of outstanding issues.
• Motivate and lead the team to create and maintain a positive environment while setting and adhering to high standards in work ethic and performance.
• Resolve outstanding customer service issues escalated by the assigned team(s) in a timely and accurate manner.
• Analyze and summarize productivity statistics of the assigned team(s) on a routine basis(daily, weekly, monthly). These may include: scheduled starts and actual admissions, Canceled Starts, and number of patients who require additional touchpoints prior to starting.
• Review current policies and procedures with a focus on continuous improvement; support the development and implementation of process improvements within the Sr Intake Specialist team.
• Train new hires and complete all aspects of performance management process for the Sr Intake Specialist team.
• Complete all time keeping in an accurate and timely manner for the Sr Intake Specialist team.
• Assist with various projects as assigned by a direct supervisor utilizing operational excellence tools.

Who You Are:

• Have a Master’s degree, preferably a license (LCPC, LCSW).
• Have Leadership experience: a demonstrated ability to lead people and get results through others.
• Have the ability to self-motivate and remain on task.
• Are committed to Company values.
• Have strong customer orientation. Excellent customer service skills (friendly, empathetic, courteous and helpful).
• Have general computer skills – Microsoft Office and web-based applications.
• Have excellent interpersonal and communication skills and ability to communicate effectively with co-workers and patients.
• Have the ability to motivate and be part of creating a safe, fun, efficient, positive team-orientated environment.