Intake Operations Manager

2 days ago

Rockville, Maryland, United States Behavioral Framework LLC Full time
Job Title: Intake Manager

Job Summary:

The Intake Manager plays a crucial role in ensuring seamless communication and operational excellence within our organization. This position oversees the intake team and process, ensuring timely and efficient handling of all new client communication, appointment management, document management, data entry, and overall operational standards.

Key Responsibilities:

  • Manage and oversee the intake team and process.
  • Ensure operational standards are consistently met by monitoring and optimizing processes.
  • Document existing processes and standard operating procedures per Company guidelines.
  • Manage assessment appointment scheduling, including coordinating clinical members' calendars, managing weekly appointment quota, ensuring assessment appointment slots are filled and confirmed, managing cancellations to ensure effective communication across teams.
  • Ensure all new client inquiries are responded to in a timely manner.
  • Manage the collection of client documents, including insurance cards, service agreements, consents, psychology evaluations, ABA referrals, and enforce document collection timelines.
  • Handle document requests from providers and facilities.
  • Enforce high, client-focused customer care standards through regular training and monitoring of client interactions.
  • Ensure timely responses to insurance referrals.
  • Review and analyze reports to assess team performance in areas such as response time and document collection.
  • Audit data entry for accuracy and completeness.
  • Lead weekly meetings to provide status updates to other departments.
  • Provide status reports and conduct team meetings with leadership to address barriers and maintain consistent communication.

Qualifications:

  • Bachelor's degree in business administration or a related field (preferred).
  • 5 years of experience in a managerial role, preferably in a healthcare environment.
  • Exceptional communication and leadership skills.
  • Excellent organizational skills, deadline-driven with excellent time management ability.
  • Excellent attention to detail and accuracy in entering data.
  • Experience working with insurance companies.
  • Knowledge of the behavioral health industry and terms.
  • Knowledge of regulations related to Medicaid and commercial insurance.
  • Knowledge of industry regulations.
  • Proficiency in Microsoft Office Suite and CRM software.
  • Ability to work collaboratively in a team-oriented environment.
  • A commitment to providing outstanding customer service.
  • Experience with Salesforce or similar CRM systems, Rethink Behavioral Health is a plus.
  • Maintain confidentiality; adhere to all HIPAA guidelines/regulations.

Work Environment, Physical Conditions:

  • Ability to work in a fast-paced environment.
  • Ability to work at least 40 hours per week and at times answer emails outside of office hours.
  • Ability to work cooperatively with others.
  • Must comply with practice policies and procedures.
  • Requires daily in-office work.
  • Physical activities include sitting for long periods of time, walking, bending, kneeling.
  • Must be able to reach, pull, and push.
  • Requires manual dexterity, auditory and visual skills.
  • Ability to lift up to 15 lbs.

About Behavioral Framework LLC:

Behavioral Framework LLC is committed to equitable treatment for all employees, clients, and their families. We welcome and respect the diversity of the families we serve, and we focus our organizational efforts to build a culture of respect, dignity, fairness, caring, equality, and self-esteem.

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