Job Description
Job Description
About Centria Healthcare:
Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA's to focus on clinical issues and support Centria's dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.
Position Summary
The role of the Intake Team Lead will be responsible for the team quota of monthly referrals and conversion rates, in addition to support and oversight of a team of Intake Specialists. Responsibilities include onboarding new Intake Specialists, coaching, performance management, including approving time off requests to ensure coverage, and when necessary, completing the offboarding process. The Team Leader will ensure their teams are initiating contact and supporting Centria's clients seeking ABA therapy by smoothly guiding them through the intake process. This role requires an individual with excellent time management, is results-driven, and responds positively to adjustments. The primary focus is to assist the Intake Director in achieving their monthly goals by providing oversight and leadership to the team of Intake Specialists, working to ensure they achieve goals by performing call coaching, pipeline reviews, and assisting with managerial duties.
Success Measures
Success measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, and a high level of compliance. Success also includes meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics and attainment of team goals, call reviews per rep/month, and providing exceptional customer service for all current and prospective clients.
Duties and Responsibilities
- Team Quota for monthly referrals and conversion rates
- Manage the team of Intake Specialists aligning performance to monthly goals.
- Track weekly, monthly, and quarterly performance and sales metrics.
- Meet all sales quotas and goals.
- Oversee activities of the Intake Team. Ensure team members meet or exceed activity goals for the pipeline and new leads.
- Support and oversight of the Intake Specialist
- Coach team members.
- Maintain and reinforce the Resource Center sales strategy and design with the Intake Team.
- Assist in interviewing qualified candidates for available Intake Team positions and onboarding training of new hires.
- Execute ongoing training that provides informal and formal coaching sessions to Intake Specialists. Encourage feedback and be available to answer questions, provide direction, and/or offer assistance when needed.
- Participate in training and coaching the Intake Team staff, including daily rep meetings and weekly formal call coaching.
- Set up and maintain accurate customer records for all customer interactions, including prospect data, contracts, orders, and service machine documentation.
- Serve as a point of escalation for issues/concerns with prospective families.
- Assist with aligning targets and needs
- In conjunction with the Intake Director, determine existing and future needs across markets and coordinate alignment and resources as needed.
- Track pipeline to determine adequate resources, risks, and barriers.
- Assist in market coordination to align projected needs and standardization.
- Client Intake + Support
- Receive initial connections with clients and develop strong relationships with families.
- Build and maintain relationships with families and guide them through the diagnosis process.
- Manage a high volume of communication with new and existing families waiting for a diagnosis.
- Follow up with all logistics-related communication from initial intake call to completed assessment.
- Categorize clients needs, clarify information, resolve, and provide solutions or alternatives.
- Communicate statuses on all leads and referrals and report positive progress in services.
Rate:
$50,000 - $75,000 plus bonus
QualificationsEducation
Bachelor's degree, or equivalent experience
Work Experience
2+ years of inside sales experience, preferably in a healthcare intake environment or call center
Equipment and Technology Requirements
- Basic computer skills
- Working knowledge of laptop/desktop PC
- Proficiency with Salesforce
- Proficiency in Microsoft Suite (Word, Excel)
- Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
- Proficiency in Salesforce
Other Competency Requirements
- Ability to follow written instructions
- Ability to use computers and computer/software programs
- Ability to communicate expressively and receptively
Knowledge and Skills
- Proficiency in PC software, especially spreadsheet programs such as Excel;
- High attention to detail;
- Ability to organize, prioritize, and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks;
- Effective communication skills, both written and verbal, with internal and external stakeholders;
- Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes;
- Demonstrated strong work ethic with attention to detail, accuracy, and quality;
- Established track record of generating error-free work.
Working Conditions
- Centria's office hours are Monday through Friday from 8:30 AM – 6:00 PM.
- Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.
Physical Demands
While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.