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Description
We seek a people-focused, detail-driven
Intake Supervisor to lead our intake team and ensure smooth operations. This role is critical in helping our clients begin their journey with care and ensuring we accurately collect and manage their data from day one.
You'll supervise intake staff, oversee daily workflows, and ensure data collection and entry are timely, accurate, and compliant with our standards and compliance requirements.
The intake process is the first step in the client journey, making it essential for maintaining service quality, reporting accuracy, and compliance. This role requires an understanding of the importance of getting things right.
OBJECTIVES OF THIS ROLE
- Lead and mentor a team of intake specialists.
- Oversee the intake process to ensure it is client-centered and efficient.
- Ensure all intake data complies with privacy, audit standards, and regulations (e.g., HIPAA, EHR).
- Collaborate with the IT Director to develop training materials and update procedures.
- Address issues or escalations from intake staff and coordinate across teams as needed.
- Participate in the hiring and onboarding of new team members.
Why Data Matters in This Role
Accurate data collection is essential to ensure clients receive appropriate care, meet state and program requirements, and demonstrate impact. You will help maintain data integrity, which drives reporting, compliance, service delivery, and funding opportunities. This vital work begins with the intake team, where you will set the tone and establish standards.
Essential Job Functions
- Provide direct supervision, support, and coaching to intake specialists.
- Manage scheduling, approve PTO, and ensure appropriate coverage for intake operations.
- Conduct regular performance evaluations and implement corrective actions when necessary.
- Support staff with day-to-day challenges and maintain a positive, productive team culture.
- Oversee the intake process for new and returning clients, ensuring accuracy and efficiency.
- Maintain oversight of call efficiency and staffing levels to ensure adherence to service standards and optimal response times.
- Ensure timely completion of documentation.
- Ensure all intake activities align with HIPAA, agency policies, and applicable regulations.
- Collaborate with leadership to implement quality improvement initiatives.
- Troubleshoot issues related to client intake, data entry, or documentation.
- When appropriate, escalate complex cases, incidents, or concerns to the IT Director.
- Coordinate with other departments to ensure smooth client transitions and data handoffs.
- Participate in team meetings and contribute to process improvement.
Requirements
- Bachelor's degree in a related field.
- 2 + years' experience supervising or leading a team.
- Strong knowledge of intake workflows, documentation, and client services, preferably in a non-profit environment.
- Strong skills working with Microsoft 365, EHR systems, and other data platforms.
- A collaborative mindset and the ability to support staff through challenges.
- Strong analytical skills.
- Strong communication skills.
- Familiarity with data used in state or federal reporting systems (e.g., DCF, EHRs)
- Previous experience in a leadership role in Quality Assurance/Quality Improvement (QA/QI) or Outpatient Administration is preferred.
- Availability for occasional evenings or weekends may be required for urgent data issues, team coverage, or system maintenance.
