Job Description
Develop recommended standards and guidelines for : screening, referral, information for case review, advice, and brief service.
Maintaining relationships with cross-functional teams.
Expand the use of technology in support of intake.
Direct management and supervision of centralized intake activities and collaboration with unit managers and practice group leaders.
Develop practice standards and monitoring systems to ensure quality control.
Accomplishes department objectives by managing staff; planning and evaluating department activities.
Ensures a safe, secure, and legal work environment.
Develops personal growth opportunities.
Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
Coaches, counsels, and disciplines employees.
Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
Establishes strategic goals to accomplish monthly KPIs.
Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes..
Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
Contributes to team effort by accomplishing related results as needed.
Participates in leadership trainings to improve managerial skills and contribute to team performance enhancement.
Coordinates team trainings ensuring all team members are well-prepared to deliver outstanding service.
Fosters leadership development within the team through coaching and training initiatives.
Serves as the primary contact for addressing escalated client issues promptly and effectively, ensuring high client satisfaction and adherence to company standards.
Engage with clients who are considering terminating their relationship with the firm, aiming to persuade them to continue and sustain their business with us.
Contacts clients who have provided feedback on poor service experiences during exit interviews.
Employee will be required to attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays.
Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person.
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