Intake Supervisor

Summary

Join Cohere Health's growing Service Operations team as an Intake Specialist Supervisor! This crucial role involves coaching, mentoring, and developing the Intake Specialist team, ensuring they meet performance metrics and quality standards. You will work closely with leadership, providing daily operational direction, managing workload, and addressing case escalations. This position offers the opportunity to significantly impact the company and its partners, with exponential growth potential. Success in this role requires strong interpersonal skills, process improvement abilities, and previous supervisory experience in a contact center environment. Cohere Health offers a competitive salary and benefits package.

Requirements

• Able to develop and train large groups and/or one on one
• Skilled in understanding others’ perspectives and challenges
• Able drive process improvement initiatives
• Be kind and patient while demonstrating subject matter expertise
• Excellent interpersonal skills, oral and written communication skills
• Able to break down big challenges into organized plans
• Intellectually curious with a strong desire to understand a constantly improve your work and business processes
• Able to work cross functionally across remote teams
• Flexible and agile in ambiguous situations; open to changes in role and scope as the business grows
• Previous supervisory/management experience in a contact center environment leading inbound/outbound contact center staff

Responsibilities

• Gain a deep understanding of Cohere’s product and our health plan partners
• Provide daily operational direction to the intake staff. This includes interviewing new hires, training, coaching, mentoring, quality auditing, implementation and oversight of quality improvement plans identified based on trends and other process improvements
• Coordinates and provides day-to-day oversight of the intake staff
• Manage workload balancing needs of the intake team
• Assist in addressing case escalations and provider issues
• HR management to include performance evaluations, 1:1’s with the lead intake specialist and intake staff
• Other duties as assigned

Benefits

• Health insurance
• 401k
• Bonus