Outreach Intake Manager

Role Overview As the Outreach Intake Manager, you will be at the helm of our Outreach Intake team, driving daily operations to ensure top‑notch customer service and meeting quality and service benchmarks. Your duties involve crafting and executing strategies to enhance call center efficiency and productivity, tackling escalated inquiries from patients and providers, guiding and monitoring team processes, setting job standards, and evaluating performance with multi‑state governance. You will coach, mentor, and foster staff growth while monitoring metrics and KPIs to derive insights and compile reports. Compensation: $59,000 – $65,000 annually Hours: Monday – Friday 8:00 a.m. – 5:00 p.m. PST Responsibilities Oversight of daily operations Collaborate closely with Intake leaders and LSH operations leaders to enhance outreach satisfaction and efficiency Maintain regular communication and partnership with business development to identify key referral sources and lead source outcomes Conduct routine quality assessments to gauge and enhance patient and referral satisfaction Identify and rectify issues and discrepancies in trends and policies/procedures Ensure compliance with attendance policies and adherence to established procedures Craft diverse strategies to effectively resolve issues, drive successful execution, and implement solutions Maintain and update team task assignment schedules while fostering cross‑training initiatives to develop regional expertise within the team Team engagement & communication Conduct interviews, hiring, termination decisions, and assess staff performance while acknowledging exceptional contributions Establish performance objectives and benchmarks for the team, track advancements, and give constructive feedback Innovate methods to enhance procedures for smoother daily operations Engage with staff in a dynamic setting, demonstrating adaptability, initiative, resourcefulness, and efficacy Foster open communication and interaction to inspire and empower performance Incorporate a culture of continuous improvement by encouraging feedback and ideas for enhancing processes Facilitate regular team meetings and one‑on‑one sessions to address concerns, share updates, and reinforce cohesion Implement recognition programs or incentives to boost morale and acknowledge outstanding performance Stay updated on industry trends and best practices to bring fresh insights and ideas to the team Lead by example with regard to change management, showing flexibility in embracing new technologies, phone systems, and navigating shifts in organizational processes and priorities Analyze key performance indicators Collect and analyze KPIs to enact directives and audit procedures Oversee specialized KPIs tailored to outreach initiatives Create initiatives for accountability to foster team achievements Introduce quality assurance protocols to uphold superior customer care and continually pinpoint areas for enhancement Scrutinize and audit referral documentation, sources, and submissions Utilize reporting techniques to transform data into actionable insights, guiding the team based on emerging trends Competencies & Skills Needed Leadership – inspire and lead a team in a fast‑paced call center environment Communication – verbal and written skills to convey information and engage stakeholders Problem‑solving – identify issues, analyse root causes, and implement solutions Team Management – hiring, training, coaching, and fostering professional growth Strategic Thinking – execute strategies to enhance call center efficiency and meet benchmarks Analytical Skills – analyse KPIs, interpret data, and provide actionable insights Customer Focus – deliver exceptional service, address escalated inquiries, and ensure satisfaction Adaptability – thrive amid rapid expansion and adjust strategies proactively Attention to Detail – quality assessments, identify discrepancies, ensure compliance Continuous Improvement – foster a culture of improvement, feedback, and initiatives Skills & Experience Bachelor's degree in business, health care, or related field preferred; alternatively associate degree + 3+ years relevant experience, or high school diploma + 5+ years relevant experience Minimum 2 years overseeing health plan management or working in a medical/mental health call center Experience with EHR systems and telephone systems required Proficiency in Microsoft Office, internet use, email communication; strong typing ability Experience with NICE system or other call center software advantageous Ability to conduct thorough investigations and effective follow‑up discussions Attention to detail to maintain accuracy and completeness Capacity to multitask and prioritize in a fast‑paced environment Internal applicants must maintain good standing without attendance or disciplinary concerns Remote work requires a quiet, HIPAA‑compliant workspace Legal eligibility to work in United States LifeStance is an equal‑employment‑opportunity employer and prohibits discrimination based on protected characteristics (age, race, color, religion, gender, sexual orientation, gender identity, national origin, veteran status, disability, etc.) Ability to collaborate with individuals from diverse backgrounds and socioeconomic statuses Physical Requirements Employee must sit, stand, bend, talk, and hear regularly; walk frequently; lift up to 25 pounds; visual abilities include close, distance, color, peripheral, depth perception, and focus adjustment Benefits Medical, dental, vision, AD&D, short‑ and long‑term disability, life insurance 401(k) retirement savings with employer match Paid parental leave, paid time off, holiday pay Employee Assistance Program LifeStance provides the compensation range and benefits that it in good faith believes it might pay and/or offer for this position. LifeStance is an equal‑opportunity employer. If reasonable accommodation is needed, contact View email address on click.appcast.io . This contact is intended only for accommodation requests. #J-18808-Ljbffr LifeStance Health