Manager of Intake

Company Overview Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience, both in and out of the doctors office.  Founded in August, 2019, we are obsessed with eliminating wasteful friction patients and doctors experience in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications.  To that end, we build software that is expressly designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles. Opportunity Overview Cohere’s Service Operations team is responsible for ensuring that our healthcare partners are supported throughout their lifecycle of using the platform. The Intake Manager, Service Operations position is a crucial role in our organization. In this role, you are responsible for coaching, mentoring, evaluating, and developing the Intake Supervisory team. The Intake Manager will use established operational tools to ensure all intake Supervisors, Leads and team members are meeting or exceeding performance metrics and quality standards established by the organization. As Manager of Intake, a group of Supervisors will report to you and you will directly report to the Director of Front-End Operations.  You will be responsible for providing day to day management of the front-end operations team in Intake and meet or exceed operational objectives and metrics.  You will leverage both your creative skills and communication skills to promote a high performing intake team. You will develop new processes and procedures and see them from ideation through to execution to consistently improve the throughput and quality of the Service Operations team.  Partnering cross functionally will be critical to this role. Delivery of quality, service and efficiency metrics within targets and adherence to budgeted goals will be a key responsibility of this role.  The Manager of Intake will be highly organized to plan daily operational activities and provide oversight of the intake team. You will use your professionalism, personality, and communication skills to inspire the team to meet or exceed all performance standards. At a growing organization, this is a position that offers the ability to make a substantive mark on the company and its partners with exponential growth opportunity. What you will do: Manage and oversee the daily operations of the Intake Department. Develop strategies to increase productivity and meet or exceed Intake customer service and goals. Monitor and evaluate Intake performance, ensuring high quality customer service and     adherence to company policies and procedures. Train, coach, and motivate Intake Supervisors to achieve individual and team goals. Conduct regular performance evaluations and provide feedback for improvement. Collaborate with other departments to ensure smooth operations and client satisfaction. Analyze call center data and generate reports on performance metrics.  Stay updated on industry trends, best practices, and technology advancements. Performs other responsibilities, as requested or assigned by management. Performs other miscellaneous duties, as requested or assigned by management.   Your background & requirements: Previous management experience in a contact center environment leading inbound/outbound contact center and production operations Strong leadership skills with the ability to motivate and inspire a team. Experience with hiring, coaching, and mentoring successful team members.  Excellent communication and interpersonal skills. Proficient in using phone software and systems. Proven ability to analyze data, identify trends, and make data-driven decisions. Ability to work in a fast-paced environment, handle multiple priorities and be able to pivot when needed. Intellectually curious with a strong desire to understand a constantly improve your work and business processes Able to work cross functionally across remote teams   Important to know about this role: This is a 100% remote role, will require the ability to work in a private space as you will be working with PHI and requires robust internet speeds (above 50 megabytes/second) , including the ability to utilize zoom meeting software and to stream video.  We can't wait to learn more about you at Cohere! Equal Opportunity Statement  Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.   The salary range for this position is $80,000 - $115,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.  #LI-Remote #BI-Remote