Supervisor, Clinical Intake

Imagine360 is seeking a Supervisor, Clinical Intake to join the team!  The Supervisor, Clinical Intake is responsible for leading a team by providing oversight and guidance on Medical Management non-clinical tasks, processes, and operations. The Supervisor is also responsible for supporting projects across the team and department and additional tasks as needed.

Position Location: 100% remote

Responsibilities include but are not limited to:

Supervisory Responsibilities:

• Medical Intake Specialists

Duties/Responsibilities:

• Responsible for the day-to-day management, oversight, and guidance for the Medical Intake team and their associated tasks; works with employees to problem solve and make operational processes most efficient.
• Responsible for the call queue and appropriate staffing to maintain abandonment rate <3%.
• Responsible for the performance management and corrective action process for all team members in partnership with the Senior Manager.
• Perform monthly 1:1 coaching with each MIS staff for quality improvement and metrics.
• Perform monthly call and chart audit for the MIS staff and reports to UM Manager/Senior Manager.
• Review QA results to develop educational opportunities for the MIS staff and completes performance improvement plans for scores <90% per policies and procedures.
• Review and manage approvals and communications for PTO requests by employees, as directed by the Manager or Senior Manager.
• Develop training, maintain training materials, and facilitate training for existing and new team members.
• Lead the interviewing and hiring processes as needed with UM Supervisor or Manager.
• Act as role model within a team setting to provide mentoring, coaching, and positive outcomes for employees, peers, and overall operations.
• Appropriately escalates difficult issues as needed.
• Develop daily workflow processes and procedures, as well as develops and implements non-clinical policies and procedures.
• Support the process to appropriately distribute and prioritize calls received in the telephonic intake queue for the team.
• Refer to licensed clinical staff for oversight/review of clinical information as instructed.
• Create and distribute reports for the department and team as need by internal or external requests for data.
• Based on high volumes, will manage or delegate daily medical intake tasks and calls. Will create and assign program-specific tasks following approved criteria for task assignments.
  • Accurately identify and provide HIPAA compliant information to callers regarding medical services requiring notification per Medical Management Notification Policy and Procedures.
  • Complete data entry of notification and obtain clinical information and/or results of diagnostic testing as indicated per the Medical Management Notification Policy and Procedure in times of high case/call volume.
  • Contact provider/facility to confirm the date of service, as indicated per Medical Management Notification Policy & Procedure, with appropriate documentation in case tracking software in compliance with Medical Management Policies and Procedures
  • Consistently complete appropriate documentation in software including but not limited to CaseTrakker, GBAS and Docushare per Medical Management Policy and Procedures
  • Consistently <