Patient Intake Manager

The Mesothelioma Center at () is the industry leader for patient advocacy searching for a dedicated and knowledgeable Patient Intake Manager to oversee and optimize our inbound request process. They will ensure we connect promptly to inquiries via a form fill out phone call or live chat and support individuals and/or their loved ones through the complex healthcare journey associated with asbestos-related diseases. This role is crucial in aligning patient advocacy operational efficiency and lead management strategies to deliver a seamless supportive and data-driven intake experience.

Success in this role looks like:

• The rate at which we connect with patients seeking assistance remains high.
• Inbound calls are always covered with clear and efficient scheduling.
• Processes scale effectively to meet future growth needs.

• Team & Vendor Management:
  • Assign and monitor workloads across the team to ensure efficiency timeliness and quality of outreach.
  • Oversee vendors ensuring quality consistency and compliance with company standards.
  • Manage scheduling and adjust staffing coverage to ensure all inbound calls are answered during business hours.
  • Lead hiring efforts for intake team roles or manage vendor partnerships when expansion is needed.
• Process & Protocol Management:
  • Research test and implement new connectivity efforts for communication attempts.
  • Monitor call text and voicemail compliance ensuring all communication adheres to legal and regulatory standards.
  • Ensure accurate records across systems.
  • Maintain high standards of confidentiality and sensitivity when handling patient/client information.
  • Optimize queues and lead routing processes.
  • manage caller ID displays and call number branding.
  • Collaborate with PAs to test refine and maintain text message voicemail and unreached communication templates.
  • Provide training on protocols systems and best practices to maintain compliance and consistency.
  • Audit and monitor connection attempts for accuracy timeliness and helpful engagement.
• Reporting & Performance Analytics:
  • Own and monitor the connection rate as the primary success metric developing strategies to improve contact success.
  • Track and analyze key connection metrics intake performance metrics provide reporting and recommend improvements.
  • Generate reports and insights to support decision-making resource allocation and continuous improvement.
• Work closely with Patient Advocacy and ASB leadership to ensure seamless handoffs balanced workloads and quality advocacy.

• 3 years of experience in a patient advocacy healthcare intake customer service or call center role preferred.
• Strong phone communication skills with the ability to build rapport quickly.
• Proven leadership experience managing teams in a fast-paced lead-driven environment..
• Proficiency in CRM software call tracking systems and Salesforce.
• Excellent organizational and analytical skills; comfortable working with data and performance metrics.
• Ability to balance strategic thinking with hands-on process management.
• Experience working with legal or medical case intake is a plus.
• Ability to manage and prioritize multiple leads efficiently.
• Team-oriented mindset with a commitment to patient advocacy.
• Agility and adaptability in a fast-paced environment.
• Excellent verbal and written communication skills.
• Expertise/skills with both learning and sharing.
• Professional and adept with the ability to embrace technology and automation.
• Ability to problem-solve prioritize and analyze tasks.
• Adept at taking direction and applying it with accuracy and innovation.
• Culture champion
  • An individual who exemplifies our core values and cultural values like honesty trust having a good work ethic and pursuit of continuous self-improvement. These are demonstrated through expertise professionalism autonomy and mentorship when approaching the responsibilities assigned below and in interactions with others.
  • A patient and strategic thinker with a keen ability to prioritize and focus.

• Make a meaningful impact by guiding patients and families through critical healthcare decisions.
• Work within a mission-driven team dedicated to advocacy and support.
• Engage in professional development opportunities and stay at the forefront of patient care advancements.
• Enjoy a collaborative and supportive work environment.