Manager - Central Intake

Manager - Central Intake

The Manager - Central Intake is responsible for overseeing the centralized intake process to ensure efficient, accurate, and timely handling of all incoming requests and referrals. This role serves as a critical liaison between clients, service providers, and internal teams to facilitate seamless communication and coordination. The manager will lead a team dedicated to intake operations, driving continuous improvement initiatives to enhance service delivery and client satisfaction. They will analyze intake data to identify trends, bottlenecks, and opportunities for process optimization. Ultimately, this position ensures that all intake activities align with organizational goals and compliance standards, contributing to the overall effectiveness of service provision.

Minimum Qualifications:

Education: Requires a minimum of a Bachelors degree from an accredited educational institution in human services or related field.

Licensure: Not required

Experience: Requires 3 to 4 years of clinical experience in a social service program serving clients with mental health needs; minimum one year of supervisory experience preferred. Demonstrates a strong orientation to detail, including data and planning when supervising and staffing large teams and interconnected processes; excellent verbal and written communication skills; has had experience working collaboratively with diverse groups of staff and leaders; experience prioritizing tasks throughout the day. Demonstrated leadership experience required.

Additional Requirements:

Must be 21 years of age.

Negative Drug Screening prior to hire and throughout employment.

Clear Criminal Background Check throughout employment with Suncoast Center and local checks prior to hire and annually along with DCF Level II prior to hire and as required by DCF, and Must have valid Florida Driver's License Motor Vehicle checks prior to hire and annually with acceptable driving record maintained throughout employment along with reliable vehicle, valid registration, and valid vehicle insurance. (must be in compliance with Florida Laws and Administrative Codes with fingerprinting and determined to be of good moral character).

Working Conditions: must be able to work flexible hours including evenings to meet deadlines and an occasional weekend for special projects; ability to answer agency cell phone during flexible times if staff is on duty. Is able to participate in community activities that promote access to agency services.

Computer Literate: Must be proficient with Microsoft Word, Outlook, and Excel. Must be proficient with electronic medical records systems including admissions and scheduling options.

Supervision: provided weekly through individual, department or section meetings.

Job Duties:

• Responsible for ensuring timely community access including screening and admission into Suncoast Center's programs and services.
• Maintains efficient and excellent workflow, daily staff coverage, and high-quality customer service for the:
• • Central Intake Hotline for Access and Screening
  • Outpatient and Home-based referrals through electronic submissions
  • Outpatient Scheduling and Agency Telephone Operator duties
• Uses Avatar Manager Reports and Telephone Data Reports to monitor staff productivity.
• Responds to client concerns at Central Avenue location, when necessary.
• Ensures that all Central Intake procedure manuals are updated timely.
• Responsible for screening and hiring for all positions in a timely manner
• Provides department orientation to new employees and ongoing competency-based training for all department staff on their required job duties and procedures on a scheduled basis.
• Maintains a cohesive team that works together for a common goal.
• Serves as back-up Single Point of Contact for Deaf Hard of Hearing Services.
• Central Intake Hotline Services

• Ensures that clients are screened, triaged, and disposition documented for placement and scheduling into the most appropriate program through the Open Access Intake model across all Outpatient locations and into the assigned home-based programs.
• Maintains staffing for the Intake Hotline in a manner that all calls are answered live daily and all calls returned by close of business each day.
• Handles and supports staff handling crisis calls in a manner that is safe and customer friendly
• Ensures that all potential clients are informed of the cost of services, types of insurances accepted, and expectation of payment for services.
• Ensures that all potential clients are informed of the documents required at time of services
• Maintains close working relationship with all referral sources.
• Participates actively in implementing community projects related to access to Suncoast services
• Communicates and works collaboratively with all program and department managers to ensure timely client access to service.

• Customer Service Assistants and Telephone Operator Services
• Ensures staffing coverage to support timely outpatient scheduling and cancellation of appts.
• Responds to internal and external customer concerns about appointments.
• Ensures Staff Schedule Change requests are entered timely.
• Ensure that the Agency Operator line is answered live and that Operators are fully informed on directing callers to the correct locations for services and events.
• Serves as Single Point of Contact for all outpatient medical and clinical providers/managers for same day appointments and cancellations.
• Serves as back-up Manager to Front Office Operations/Customer Service Assistants in absence of Senior Manager.

• Other duties as assigned

Core Competencies:

• The ability to function and operate as a team player, showing dignity and respect for all.
• The ability to comply with all equal employment opportunity and ethical standards and regulations.
• The ability to take direction in a respectful and productive manner from supervisors and managers.
• The ability to work, as scheduled, in a timely fashion, and with an attitude oriented to service.
• The ability to have cordial and professional relationships both within the organization and with vendors, clients and third parties.
• If appropriate, the ability to produce all appropriate paperwork and reports consistent with contractual, state or federal standard, and to prepare and submit such paperwork on a timely basis.
• The ability to understand and comply with Suncoast Center, Inc. policies and procedures.
• The ability to render compassionate care and equal commitment to serve clients in need of healthcare assistance.

Benefits & Perks:

Health & Wellness:

• Medical, dental, and vision insurance with 0 copy for Teledoc Appointments
• EAP Supports
• Company Paid Basic Life, Accidental Death and Dismemberment, and Long term Disability
• Options to secure additional Life/AD&D as well as short term disability

Work-Life Balance:

• Paid time off + 10 company paid holidays

Growth & Development:

• Professional development options through our Learning Management System and live trainings

Other Perks:

• 403b with up to a 5% company match
• Monthly Social Committee Events

Suncoast Center follows all Federal laws/regulations regarding marijuana use