Regional Intake Manager

: At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It's a lofty goal; we know. But we make it happen with the best team in mental healthcare. Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our corporate team! COMPANY: LifeStance Health JOB TITLE : Regional Intake Manager REPORTS TO: VP, National Customer Care LOCATION: Remote, Eastern Time Zone (preferred) JOB CLASSIFICATION: Salary INTERNAL MAPPING: National Customer Care-Intake Department LIFESTANCE OVERVIEW LifeStance Health (NASDAQ: LFST) is one of the nation's largest providers of virtual and in-person outpatient mental health care for children, adolescents and adults experiencing a variety of mental health conditions. LifeStance Health is based in Scottsdale, Arizona. Our Vision: A truly healthy society where mental and physical healthcare are unified to make lives better. Our Mission: To help people lead healthier, more fulfilling lives by improving access to trusted, affordable, and personalized mental healthcare. Our Values: Delivering Compassion - We care for people unconditionally and act with empathy always. Building Relationships - We are collaborative, building enduring relationships to achieve more together. Celebrating Difference - We respect the diversity of every individual's lived experiences. Since LifeStance Health was founded in 2017, we have grown to nearly 5,000 clinicians and team members serving patients in more than 370 locations. We acquire clinical practices and open new locations across the country, with thousands of new clinicians joining our mission every year. We are reimagining mental health. Learn more at ROLE OVERVIEW Join Our Team as a Regional Intake Manager! We are actively seeking a dynamic and accomplished Regional Intake Manager to lead our multi-state Intake teams. This pivotal role involves seamlessly integrating new patients into LifeStance's care network while fostering collaborative partnerships across departments. If you possess a proven track record of driving operational excellence, optimizing workflows, and achieving Key Performance Indicators (KPIs) while elevating patient experiences, this leadership opportunity is tailored for you. Embrace this role to strategically lead and refine our processes, contributing significantly to enhanced patient care and the achievement of organizational growth objectives. RESPONSIBILITIES: Cross-functional Partnerships:

• Act as a liaison between the division's intake department, local offices, clinical leadership, and internal departments, facilitating intake process changes and ensuring effective and efficient operations.
• Collaborate closely with Division leadership and Business Development team to cultivate and manage relationships with key referral sources, ensuring efficient referral processes and partner satisfaction.
• Establish regular meetings with key divisional leaders to align Intakes' Key Performance Indicators (KPIs) and overall performance with marketing initiatives and business strategies.

Department/Staff Management:

• Ensure compliance with company and departmental policies within the Intake team.
• Conduct regular quality assurance assessments related to patient and referral satisfaction.
• Facilitate daily, weekly, and monthly meetings with the Intake team, fostering an environment of open communication and continuous improvement.
• Review individual and team performance, identifying opportunities for growth and acknowledging areas of exceptional achievement.
• Collaborate with the training department to maintain up-to-date training for new and existing Intake staff.
• Oversee employee appraisals, coaching, and development initiatives.

Metrics and Reporting:

• Oversee the monitoring of daily, weekly, and monthly agent and team performance using Intake technology (phone, email, and work item queues and Electronic Health Record systems).
• Responsible for reporting key performance metrics regularly in alignment with the company's strategies and processes.
• Provide comprehensive metric reports for state Intake teams on a daily, weekly, and monthly basis.

Customer Service Excellence:

• Address escalated patient concerns, ensuring prompt resolution and collaborating with Intake staff, providers, and management when necessary.
• Champion new initiatives and support additional training to enhance the skills of the Intake team.
• Collaborate with cross-functional teams to execute Intake services and cater to patient/community needs effectively.
• Actively participate in Intake's department workflows and tasks, ensuring high-quality service delivery.

Other Responsibilities:

• Occasional travel required to other offices for management purposes (approximately 10%).
• Fulfill other tasks as assigned by management or the executive team.

REQUIREMENTS: Education:

• A bachelor's degree and/or 5 years manager or above experience in a healthcare-related field or equivalent. (Preferred not required)

Professional Experience:

• 3+ years of contact center environment experience: demonstrating an understanding of contact center operations and management.
• 3+ years of healthcare environment experience: Preferably in medical or mental health practices, indicating familiarity with healthcare processes.
• 5+ years of management experience: Leading multi-location, remote teams with prior experience managing 50+ employees.

Technical Skills:

• Experience with Electronic Health Record (EHR) systems and contact center technologies.
• Proficiency in telephony systems, quality management tools, workforce management tools, queued inquiries, related to Intake operations. Experience with NICE system is a plus!
• Knowledge of medical and commercial insurance terminology.

Leadership Skills:

• Strong leadership capabilities, emphasizing a track record of optimizing workflows and driving operational efficiency.
• Exceptional interpersonal and communication skills to foster collaborative relationships across departments and external partnerships.
• Ability to manage and motivate teams, conducting performance evaluations, and providing coaching and development opportunities.

Customer Service Excellence:

• Previous experience in a customer service-related role, showcasing the ability to handle escalated concerns and prioritize patient satisfaction.

Analytical and Reporting Skills:

• Proven ability to work with Key Performance Indicators (KPIs), implementing strategies to achieve and report on them regularly.
• Strong ability and curiosity to interrupt operational opportunities from sets of data.

Adaptability and Flexibility:

• Capability to adapt to a fast-paced, dynamic environment and manage diverse tasks efficiently.

Other:

• Some travel required to other offices as needed (approx. 10%).
• Quiet, distraction free, dedicated HIPAA compliant workspace in your remote office.
• Other tasks as assigned by management and/or executive team.
• Qualified candidates must be legally authorized to be employed in the United States.
• Demonstrate awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.

Note: LifeStance is an EEO/Affirmative Action Employer committed to diversity and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or any other legally protected status. Candidates should demonstrate awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse backgrounds. LifeStance Health (NASDAQ: LFST) is one of the nation's largest providers of virtual and in-person outpatient mental health care for children, adolescents and adults experiencing a variety of mental health conditions. LifeStance Health is based in Scottsdale, Arizona. Our Vision: A truly healthy society where mental and physical healthcare are unified to make lives better. Our Mission: To help people lead healthier, more fulfilling lives by improving access to trusted, affordable and personalized mental healthcare. Our Values: Delivering Compassion - We care for people unconditionally and act with empathy always. Building Relationships - We are collaborative, building enduring relationships to achieve more together. Celebrating Difference - We respect the diversity of every individual's lived experiences. Learn more at