Overview

We are seeking a highly experienced and compassionate Senior Intake Team Lead to serve as both a frontline patient care specialist and an operational leader supporting a growing telehealth mental health team. This role is ideal for someone with a strong background in healthcare operations, people management, coaching, and patient care who thrives in fast-paced, high-accountability environments. You will play a critical role in ensuring patients receive empathetic, high-quality support while also leading and developing a team of Intake Specialists across multiple states.

As the first point of contact for patients seeking life-changing mental health treatment, you will help create a safe, compassionate, and professional experience for individuals who are often navigating complex mental health challenges and looking for hope after exhausting other treatment options.

This is a senior-level leadership role with an estimated:

• 60% leadership, team management, and operational oversight
• 40% direct patient intake and telehealth support

Over time, the position may evolve into a more leadership-focused role overseeing larger teams and broader operational responsibilities.

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Schedule:

• Saturday to Wednesday 7:00 AM – 4:00 PM Miami, FL time (1-hour unpaid break | 40 hours/week) Schedule may be adjusted collaboratively with the client based on operational needs.

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Responsibilities

Leadership & Operational Management (Primary Focus)

• Lead and manage a pod of approximately 8–10 Intake Specialists, ensuring alignment with clinical, operational, and patient experience standards
• Provide ongoing coaching, mentorship, accountability, and performance management to team members
• Conduct regular QA reviews, call observations, and performance evaluations to ensure service excellence and adherence to workflows
• Lead onboarding, training, retraining, and continuous development initiatives for new and existing staff
• Monitor operational KPIs, productivity, attendance, patient experience metrics, and team performance trends
• Act as the first escalation point for complex patient interactions, workflow issues, operational concerns, or team-related challenges
• Manage staffing coverage, scheduling gaps, absences, and backup planning to ensure uninterrupted patient support
• Step into operational coverage when team members call out or during high-volume periods
• Drive continuous improvement initiatives by identifying workflow inefficiencies and implementing scalable solutions
• Collaborate closely with leadership, QA, operations, and clinical teams to improve patient outcomes and operational performance
• Support the implementation of performance improvement plans (PIPs) and corrective action processes when necessary
• Help foster a culture of empathy, accountability, professionalism, and operational excellence across the team
• As the organization scales, this role may expand into broader leadership responsibilities overseeing 15–20 team members or additional operational functions

Individual Contributor / Patient Care Responsibilities

• Serve as the first point of contact greeting patients during telehealth consultations
• Conduct comprehensive patient intake procedures and medical history reviews
• Review and verify patient government-issued identification documents
• Perform medication history assessments and intake documentation
• Combine medication history with state evaluation requirements and clinical workflows
• Provide compassionate, empathetic support to patients navigating mental health treatment
• Deliver exceptional patient experiences through telehealth interactions and remote communication
• Ensure smooth patient flow, minimizing delays and maintaining operational efficiency
• Support patients with complex backgrounds, prior treatment failures, or elevated emotional needs
• Work collaboratively with clinical and operational teams to maintain high-quality care standards

Responsibilities include:

• Backup coverage when team members call out.
• Scheduling management.
• Performance reviews.
• Training and coaching staff.
• QA/call observation support.
• Managing approximately 10 direct reports initially.

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Requirements

Required Qualifications

• Active Registered Nurse (RN) license preferred OR Medical Assistant certification with significant healthcare leadership experience
• Strong background in healthcare, telehealth, patient coordination, or medical operations
• Proven people management, team leadership, or supervisory experience in a healthcare or operational setting
• Demonstrated experience with: Coaching and mentoring, Performance management, QA/call reviews, Team development, Escalation handling, and Operational oversight
• Strong emotional intelligence and conflict resolution skills
• Excellent communication and interpersonal skills, particularly in remote/telehealth environments
• Ability to balance leadership responsibilities with direct patient support duties
• Strong organizational skills and ability to make decisions in fast-paced environments
• High accountability, professionalism, and reliability
• Comfortable using telehealth systems, Chrome browser, and healthcare technology platforms
• Ability to work weekends and flexible schedules as operationally required

Preferred Qualifications

• Experience in mental health, psychiatric care, behavioral health, or crisis-sensitive healthcare environments
• Experience leading remote healthcare or telehealth teams
• Background in QA, workforce management, scheduling, or operational leadership
• Prior experience managing larger healthcare support teams
• Experience supporting performance improvement initiatives or corrective action processes

Compensation

Compensation will be determined based on:

• Leadership experience
• Healthcare background
• QA and operational management expertise
• Interview and assessment performance

Candidates with stronger leadership, people management, and telehealth operations experience may qualify for higher compensation consideration.

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Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations
• Opportunity to grow into larger leadership and operational management responsibilities
• Meaningful work supporting patients seeking transformative mental health care

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Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.