AllOne Health, a leader in workplace behavioral health, is hiring a Manager of Intake to lead the day-to-day operations of our multi-state, virtual Employee Assistance Program (EAP) intake team. You will manage inbound and outbound call center activities, driving performance, data analytics, and a culture focused on service and results.

What You'll Do

Create and promote a high-performance culture of service, innovation, and results.
Manage team performance and development through talent management processes.
Establish and maintain a diverse talent pipeline to ensure strong leadership and a culture of inclusion.
Initiate and support continuous process improvement in business workflows.
Efficiently manage all financial resources to achieve optimal administrative costs and ROIs.
Determine client service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
Maintain and improve the customer experience by monitoring system performance, identifying problems, and preparing action plans.
Serve as an escalation point for issues that impact the client’s success and drive risk mitigation.
Partner with senior members of the Clinical team to ensure critical and emergent mental health or substance abuse related needs are met.
Outline expectations for, and communicate effectively with, Intake, Clinical Support, and Connecting team members.
Manage hiring, performance evaluation, training, and development for the department.
Manage the flow of day-to-day operations to enforce company strategy.
Oversee the EAP Expert records function for both electronic and paper clinical records on and off-site.
Manage and coordinate a system for safeguarding and updating active and inactive EAP Expert electronic records.
Recommend and implement operating policies and procedures.

What We're Looking For

Bachelor’s Degree in Business, Operations Management, Communications, or a related field.
Minimum of 5 years of Call Center experience.
Minimum of 2 years of experience in managing or training staff.
Proven experience delivering client-focused solutions.
Demonstrated ability to communicate, present, and influence effectively at all levels of the organization.
Proven ability to handle multiple responsibilities with attention to detail.
Intermediate knowledge of Microsoft Office Suite.
Advanced conflict resolution skills.
Experience with Call Center software and Database systems.
Ability to travel up to 20% of the time.

Technical Stack

Microsoft Office Suite
Call Center software
Database systems

Team & Environment

You will manage the Intake, Clinical Support, and Connecting team members, leading their performance and development in a virtual, multi-state environment.