Manager of Intake

Company Overview

Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience, both in and out of the doctors office.  Founded in August, 2019, we are obsessed with eliminating wasteful friction patients and doctors experience in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications.  To that end, we build software that is expressly designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles.

Opportunity Overview

Cohere’s Service Operations team is responsible for ensuring that our healthcare partners are supported throughout their lifecycle of using the platform. The Manager, Intake Service Operations position is a crucial role in our organization. In this role, you are responsible for coaching, mentoring, evaluating, and developing the Intake Supervisory team. The Manager, Intake will use established operational tools to ensure all Intake Supervisors, Leads and team members are meeting or exceeding performance metrics and quality standards established by the organization.

As Manager of Intake, a group of Supervisors will report to you and you will directly report to the Director, Operations Intake Cohere Complete.  You will be responsible for providing day to day management of the front-end operations team in Intake and meet or exceed operational objectives and metrics.  You will leverage both your creative skills and communication skills to promote a high performing intake team. You will develop new processes and procedures and see them from ideation through to execution to consistently improve the throughput and quality of the Service Operations team.  Partnering cross functionally will be critical to this role. Delivery of quality, service and efficiency metrics within targets and adherence to budgeted goals will be a key responsibility of this role. 

The Manager of Intake will be highly organized to plan daily operational activities and provide oversight of the intake team. You will use your professionalism, personality, and communication skills to inspire the team to meet or exceed all performance standards. At a growing organization, this is a position that offers the ability to make a substantive mark on the company and its partners with exponential growth opportunity.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Gain a deep understanding of Cohere’s product and our health plan partners
• Provide daily operational direction to the intake leadership team. This includes alignment of all leaders towards the daily, weekly, monthly goals for the Service Operations Intake team, interviewing new hires, training, coaching, mentoring, quality auditing, implementation and oversight of quality, efficiency and service improvement plans, identified based on trends and identification and implementation of other operational  process improvements   
• Coordinates and provides day-to-day oversight of the intake team
• 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 and leadership development
• Other duties as assigned

Your background & requirements

• 5+ years of experience in an operational leadership role, preferably within a contact center environment 
• Able to develop and train large groups and/or one on one
• Skilled in understanding others’ perspectives and challenges
• Able to 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 and lead a team of people inclusive of ideation through to execution
• Intellectually curious with a strong desire to understand, to 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 management experience in a contact center environment leading inbound/outbound contact center staff and production operations

We can't wait to learn more about you at Cohere!

Equal Opportunity Statement 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is $70,000 to $110,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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