JOB SUMMARY
Proactively support the Leadership Team in the day to day operation of the Intake Team while meeting individual targets for productivity and customer satisfaction. The successful candidate will be tasked with various duties around prospective client engagement and staff performance, as well as enhancing overall effectiveness of every Intake Specialist.
DUTIES AND RESPONSIBILITIES
- Model stellar inquiry process management; respond with compassion and empathy to all callers looking for information about services provided by all Bayshore HealthCare divisions, understand caller’s needs and provide direction as to the appropriate Bayshore offering, provide information about Bayshore services to families; book assessments with local Home Health branches; provide consistent follow up with families and branches as well as accurately record client information in our CRM to ensure up-to-date family information and status.
· Complete call audits to ensure accurate documenting by the team
· Proactively support the execution of new launches, processes and procedures
· Queue monitoring to ensure appropriate coverage
· Assist in quality assessments of calls and provide coaching wherever necessary
· Provide on-demand support when necessary; escalate concerns identified and be creative in recommending solutions for day to day challenges
· Understand the purpose and relevance of company policies, processes and scripts, ensuring team commitment to objectives
· Assist with scheduling and Payroll preparation
- Complete other tasks as requested.
REPORTING RELATIONSHIPS
The Client Intake Supervisor reports to the Client Experience Manager as designated by the Managing Director.
QUALIFICATIONS
Education
University/College education or equivalent combination of education and experience.
Experience and Skills
- Exceptional interpersonal and communication skills. Must be compassionate and caring.
- Strong computer and typing skills necessary, including Word and Excel.
- Ability to multi-task; talk on the phone and take notes on the computer.
- Ability to work under pressure.
- Demonstrate a growth mindset and ongoing learning.
Other Skills and Abilities
· Team motivator & player
· Customer Service Oriented
· Problem solver with a solution-oriented approach
· Troubleshoot and manage crisis as they arise
· Reliable, responsible and self-starter - able to work effectively with minimal supervision
· Ability to follow policies and procedures
STANDARDS OF PERFORMANCE
The Intake Supervisor must demonstrate ongoing competency in completing all duties and responsibilities of this job description, in response to changes by the regulating body, as well as agreed upon specific goals and objectives.
PERFORMANCE REVIEW
Performance will be reviewed on an ongoing basis with a formal or informal review at the end of a three month probationary period and subsequently, on at least an annual basis. Input will be sought from employee, Supervisor, NDC and Field employees, and in addition, will be based on ongoing client feedback and the extent to which performance meets expectations.
