As the Manager of Intake, you will lead a distributed team within a virtual Employee Assistance Program (EAP) setting, overseeing daily operations across multiple states. Your primary responsibility is to ensure consistent delivery of high-quality service while maintaining strict adherence to clinical data security protocols and corporate compliance standards.
Key Responsibilities
- Build and sustain a performance-driven environment focused on service excellence, innovation, and measurable outcomes
- Lead hiring, training, performance evaluations, and professional development for team members across Intake, Clinical Support, and Connecting functions
- Monitor system performance and customer experience metrics, identifying issues and implementing corrective action plans
- Collaborate with clinical leadership to address urgent mental health and substance use concerns with appropriate urgency and confidentiality
- Oversee the management of electronic and physical EAP records, ensuring secure handling, retention, and accessibility
- Develop operational strategies through capacity planning, needs assessments, and cost-benefit analysis to optimize efficiency
- Act as a primary escalation point for critical client issues and implement risk mitigation strategies
- Ensure alignment with corporate policies, including ISO standards, and promote a culture of continuous process improvement
- Manage financial resources effectively to maintain administrative efficiency and strong return on investment
- Facilitate clear communication across teams to support accurate information sharing and coordinated service delivery
Qualifications
- Bachelor’s degree in Business, Operations Management, Communications, or a related field
- At least 5 years of experience in call center operations
- Minimum of 2 years in a leadership or training role overseeing staff
- Proven track record in delivering client-centered solutions in a regulated environment
- Strong organizational and multitasking abilities with a focus on accuracy and detail
- Proficiency in Microsoft Office Suite and call center technology platforms
- Experience with database systems and electronic record management
- Advanced conflict resolution and influencing skills across organizational levels
- Willingness to travel up to 20% as needed
Work Environment
This role operates in a fully remote capacity, supporting a national footprint. You will work independently while maintaining close coordination with clinical and operational teams.
Culture & Values
- Commitment to service as the core mission
- Emphasis on inclusion and building diverse talent pipelines
- Continuous improvement in workflows and client interactions
- Support for self-care and employee well-being
- Open communication and transparency across all levels
Benefits
- Immediate access to medical, dental, and vision insurance through Blue Cross/Blue Shield
- Flexible work schedules to support work-life balance
- Generous Paid Time Off policy
- 401(k) retirement plan with company match
- Employee Assistance Program (EAP) services available for you and your family
