Supervisor, Clinical Intake

Overview

Imagine360 is looking to hire a Supervisor for the Clinical Intake team to oversee and guide non-clinical Medical Management operations and processes. This leadership role involves managing the team, supporting various projects, and enhancing overall day-to-day functions.

Key Responsibilities

• Manage daily activities and operations of the Medical Intake Specialists (MIS) team, optimizing workflows and problem-solving operational challenges.
• Oversee call queue management, ensuring appropriate staffing levels to minimize call abandonment rates.
• Partner with senior leadership to handle performance evaluations and corrective actions for team members.
• Conduct monthly one-on-one coaching sessions focused on quality improvements and measurable outcomes.
• Audit calls and charts monthly to generate reports for management review, using QA results to implement educational or performance improvement plans for scores below 90%.
• Administer employee leave approvals in coordination with managers.
• Create and update training programs and materials; deliver training sessions to new and existing staff.
• Lead recruitment efforts including interviewing and hiring in collaboration with management.
• Provide mentorship and coaching, fostering a positive team environment and acting as a role model.
• Escalate complex or difficult issues appropriately to higher management.
• Design and implement daily work procedures and non-clinical policies to enhance operational efficiency.
• Prioritize and allocate telephonic intake calls accurately within the team.
• Refer clinical matters to licensed personnel for review as required.
• Prepare and distribute departmental reports to fulfill internal and external data requests.
• Manage high call volume by delegating medical intake tasks and ensuring task assignments meet approved criteria.
• Provide accurate, HIPAA-compliant information to callers regarding medical services per established policies.
• Complete data entry for notifications, clinical details, and diagnostic results, especially during peak call volumes.
• Verify provider and facility service dates, documenting appropriately in case tracking systems according to Medical Management policies.
• Maintain consistent and comprehensive documentation in software platforms such as CaseTrakker, GBAS, and Docushare.
• Engage professionally in all forms of communication with internal and external stakeholders.
• Contribute to quality program initiatives and support project coordination within Medical Management.
• Lead bi-monthly team meetings; participate in departmental meetings and training remotely or onsite.
• Collaborate effectively across departments within Medical Management.
• Submit IT support tickets as needed for the team.
• Communicate proactively with colleagues and leaders to maintain operational transparency.
• Support additional projects and tasks within the department, ensuring timely and accurate completion.
• Adhere strictly to HIPAA/PHI guidelines and regulatory requirements including Department of Labor and ERISA.
• Complete mandatory HIPAA and quality training on a monthly and annual basis.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred but not mandatory.
• Minimum of three years' experience in administrative or operational roles.
• Demonstrated ability to meet deadlines while maintaining high accuracy and attention to detail.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), internet, and database software.
• Preferred: Previous leadership experience managing direct reports.
• Preferred: Experience leading process improvement efforts.
• Preferred: Background in healthcare administration or operations.

Skills and Abilities

• Competent in interpreting compliance, safety, and procedural documentation.
• Logical thinker capable of executing instructions provided in various formats (written, verbal, diagrams).
• Sound judgment and problem-solving capabilities in structured scenarios.
• Independent problem resolution and ability to multitask efficiently.
• Strong verbal communication, writing, and presentation skills.
• Committed to continuous personal and professional development, promoting a positive team culture.

Benefits and Work Environment

• Multiple health insurance plan options available.
• Employer-covered premiums for disability and life insurance.
• Parental leave policy provided.
• Starting PTO of 20 days plus 10 paid holidays.
• Tuition reimbursement opportunities.
• Company 401k contributions.
• Paid short and long-term disability and life insurance coverage.
• Professional growth and continuing education initiatives.
• Active diversity and inclusion efforts in the workplace.

Additional Information

This position is fully remote within the United States. Imagine360 is an equal opportunity employer committed to fair hiring without discrimination. Recruitment agencies must have explicit invitation to submit candidates. Applications sent without prior approval will not be considered or compensated.