• Oversee Daily Operations • Ensure smooth and efficient daily operation of the Intake team. • Collaborate with leaders by working closely with other Intake leaders and Operations leaders to enhance Intake satisfaction, drive efficiencies, and achieve operational excellence. • Ensure policy adherence to company and department policies, including attendance, HIPAA, PCI, and other relevant regulations. • Coordinate, lead, and deliver learning and development for new and existing Intake staff based on the training needs. • Conduct annual and mid-year reviews, coach, and lead development conversations. • Develop diverse strategies to effectively resolve issues, drive successful execution, and implement solutions efficiently. • Manage escalated concerns by addressing patient concerns, ensuring satisfaction by collaborating with appropriate Intake staff and cross-functional teams to resolve issues. • Partner with Workforce Management to ensure scheduling adherence, accurate staffing models, attendance in scheduled trainings, schedule one-to-ones, etc. • Staff Engagement & Communication • Conduct interviews, hiring and termination decisions, and assess staff performance while acknowledging exceptional contributions. • Establish performance objectives and benchmarks for the team, track advancements, and supply constructive feedback. • Develop and implement innovative methods to streamline procedures and improve daily operations. • Interact with staff in a dynamic environment, displaying adaptability, initiative, resourcefulness, and effectiveness. • Encourage open communication and interaction with staff to inspire and empower performance Conduct regular team meetings, required quality assessments, and monthly one-on-one sessions to address concerns share updates, and reinforce team cohesion. • Implement recognition programs or incentives to boost morale and acknowledge outstanding performance. • Keep abreast of industry trends and best practices to bring fresh insights and innovative ideas to the team. • Ability to adapt to and effectively manage change. This includes showing flexibility in embracing modern technologies, phone systems, and navigating shifts in organizational processes and priorities. Additionally, adeptness in fostering a culture of openness to change among team members and facilitating smooth transitions during periods of organizational evolution. • Foster a culture of diversity and inclusion that promotes growth, development, and a sense of belonging. • Analyze Key Performance Indicators • Proficient in collecting and analyzing key performance indicators (KPIs) to guide decision-making and audit procedures. • Manage KPIs tailored to the intake processes and initiatives. • Create initiatives for accountability to foster team achievements. • Implement quality assurance protocols to uphold superior customer care and continually pinpoint areas of enhancement. • Possess a strong understanding of reporting techniques to convert data into actionable insights, guiding the team based on emerging trends. • Champion new initiatives and participate in additional training to enhance the skills of the intake team. • Collaborate with cross-functional teams to execute and oversee processes related to intake services and patient/community needs (e.g., IOP, PHP, Testing, etc.). • Perform other tasks as assigned by management or the executive team related to integration, patient satisfaction, and data analytics.