Senior Manager, Patient Intake

Metro Vein Centers is a rapidly growing healthcare practice specializing in state-of-the-art vein treatments. Our board-certified physicians and expert staff are on a mission to improve people’s quality of life by relieving the painful, yet highly treatable symptoms of vein disease—such as varicose veins and heavy, aching legs. With over 60 clinics across 7 states , and still growing, we’re building the future of vein care—delivering compassionate, results-driven care in a modern, patient-first environment. We proudly maintain a Net Promoter Score (NPS) of 93 , the highest patient satisfaction in the industry. As the Senior Manager of Patient Intake, your mission is to lead a high-performance department of 3 managers and 60+ Patient Intake Coordinators (SDRs). You are the primary driver of total department performance. Your success is measured by your ability to remove administrative friction from your managers, allowing them to focus 80% of their time on call coaching, and by your ability to systematically shift the agent performance bell curve to the right. Key Outcomes (The Scorecard) Bell Curve Shift: Increase the "Mean" performance of the total PIC team. Specifically, moving the bottom 20% of performers into the "B" player tier and the "B" players into the "A" player tier. Manager Enablement: Successful off-boarding of 90% of non-coaching administrative tasks (reporting, scheduling, capacity planning) from the direct managers' plates. Department KPIs: Responsibility for hitting total department targets: 10–20 booked evaluations with U/S per agent/day. 55%+ Conversion on qualified Leads. Attendance rate - Operational Efficiency: Maintaining 95+% CRM (HubSpot) and EMR (Athena) documentation accuracy across all pods. Core Responsibilities 1. Strategic Performance Management Analyze daily, weekly, and monthly performance data to identify "The Gap"—where the middle of the bell curve is getting stuck. Develop and implement "Delta Training" programs to address systemic performance issues identified across all three pods. Lead the "Will vs. Skill" calibration for the entire department to ensure we are hiring and retaining "Quadrant 1" stars. 2. Manager Enablement & Mentorship Serve as the "Shield" for direct managers: Take over all administrative reporting, scheduling, and payroll tasks so managers can spend 6+ hours a day listening to calls and coaching. Conduct weekly 1:1s with managers focused on their coaching efficacy. You aren't just coaching agents; you are coaching the coaches. Audit manager coaching sessions to ensure consistency in the 5-Step Sales Process and the "Three A's" (Acknowledge, Answer, Ask). 3. Operational Infrastructure (The Administrative Engine) Manage the "Admin Stack": Handle all reporting in HubSpot and Dialpad, manage agent schedules, and oversee capacity planning for the remote pods. Optimize the "Call Flow": Work with the tech team to build and refine interactive call flows and help-desk articles that reduce agent ramp time. Lead "Lead Flow Management": Partner with Marketing to ensure lead quality and volume are balanced across the three manager pods. The Profile: What You’ll Bring The "Coach of Coaches" Mentality: You have a proven track record of managing managers in a high-volume SDR/Sales environment. Analytical Rigor: You don't just see numbers; you see patterns. You know how to use data to diagnose whether a performance dip is a "Will" problem or a "Skill" problem. Operational Discipline: You are a systems thinker who enjoys building the "machine" (reporting, workflows, schedules) so that others can execute within it. Medical Sales/SDR Background: Experience in a high-volume patient intake or medical sales environment is preferred. You understand that "Patient-First" empathy and "Do it now" urgency are not mutually exclusive. Benefits to Support Your Wellbeing & Lifestyle Full-time team members at Metro Vein Centers are eligible for: Medical, Dental, and Vision Insurance 401(k) Paid Time Off (PTO) + Paid Company Holidays Company-Paid Life Insurance Short-Term Disability Insurance Employee Assistance Program (EAP) Career Growth & Development Opportunities #LI-Remote The Metro Vein Centers Difference Healthy legs. Happier lives. At Metro Vein Centers, we believe exceptional care begins with an exceptional experience. Our mission is to make vein care approachable, empowering, and connected to overall well-being. From the first conversation to the final follow-up, every patient interaction reflects our commitment to compassion, expertise, and trust. A team united by purpose. Our values guide everything we do: Patients First, Always – Every interaction should make our patients feel valued, heard, and cared for. Stronger Together – Teamwork and collaboration drive our success. We lift each other up to deliver the best for our patients. A Can-Do Spirit – We meet every challenge with positivity, flexibility, and problem-solving energy. Results That Make a Difference – We’re driven to improve lives through meaningful, measurable outcomes. Commitment to Growth – We invest in our people, fostering advancement and professional development at every level. Metro Vein Centers is an Equal Opportunity Employer. We’re committed to creating a workplace where everyone feels seen, heard, and supported. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetics, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable federal, state, and local laws. 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