Intake Manager

WisHope Recovery•Waukesha, WI

About The Position

The Treatment Intake Specialist Manager takes inbound calls from and makes outbound calls to those who are or may be affected by addiction. He/she helps determine the best course of action with the individual or family member, and if treatment is warranted, arrange placement into treatment while managing other Treatment Intake Specialist.

Requirements

Working knowledge of substance abuse, treatment, and recovery strongly preferred.
Knowledge in psychology, social work, human services, or a related discipline
Proficiency with Google Suites Office required.
Experience working in a call center environment preferred, sales experience a plus.
Excellent creative problem solving and decision-making skills.
Ability to show compassion and empathize over the phone is required.
High School Diploma or GED preferred.

Responsibilities

Manage the intake department schedule ensuring coverage according to department plan
Successfully train new and existing intake specialists in all aspects of the role
Monitor performance of intake department and individual intake specialists
Ensure adequate payor mix to sufficiently support program
Support and correct intake specialists performance in treatment conversion
Monitor and present department performance data at regular intervals
Support department by functioning in intake specialist as needed performing the below duties
Answer all inbound calls promptly.
Compassionately assess caller’s situation and need for treatment.
Determine whether callers are willing and able to attend treatment.
Input all relevant details regarding call into CRM.
Follow-up with previous callers using calls, texts, emails, etc.
Liaison between Intake Department and the Director of Operations.