Intake Manager

The Finger Lakes Performing Provider System (FLPPS) is a network of clinical and community-based providers working together across the 13-county Finger Lakes region to transform healthcare delivery, advance system transformation, close gaps in care, and support high-risk individuals and populations. FLPPS and its affiliated health home, the Greater Rochester Health Home Network (GRHHN) support providers in integrated healthcare delivery system optimization, care management, network and program management, population health and data analytics, and learning and development. Additionally, FLPPS is a designated New York State Workforce Investment Organization (WIO) working with training and educational institutions, health systems and other providers, and Social Care Networks to strengthen the healthcare workforce. POSITION SUMMARY Review and determine eligibility for Career Pathway Training Program and process assignment of prospective participants to support services as well as validate enrollment in educational and training programs. This role is funded by New York State through the Career Pathways Training Grant through 2027. RESPONSIBILITIES Develop, implement, and lead processes to ensure high-quality intake and application services for potential program participants. Collaborate with Program Directors to design and implement orientation sessions covering funding opportunities and obligations of the Career Pathways Training Program. Oversee and administer a system of comprehensive intake and referral services to meet the needs of participants and ensure successful program placement. Apply quality program standards to ensure effective intake and application referrals. Oversee project and participant data collection and management in GoCo to ensure accurate tracking and reporting. Collaborate with Support Service Manager, Participant Manager, Partner Manager, Educational Case Management contractors and Program Directors to ensure continuity of application processes for students. Oversee initial advisement for those seeking to enter the Career Pathways Training Program. Conduct job readiness workshops on resume writing, interview skills, and workplace professionalism. Provide individualized career counseling when necessary Connect individuals to resources, materials, and sessions in multiple languages. Connect individuals to English as a Second or Other Language (ESOL) courses as needed. Assign candidates to the appropriate services within the community in partnership with the support services manager Meet all requirements and timelines for response to Document assignment activities and participant responses within participant tracking platform (GOCO) Handle confidential information in accordance with SHERPA and related federal/state requirements. Communicate with prospective participants and partners via e-mail and phone. TRANSFERS Monitor process and documentation on transfers of prospective students to other WIO regions Research and review criteria for transfer eligibility and communicate between all WIOs Assure appropriate documentation is present in participant records and utilize tracking methods to assure a smooth transfer to other WIOs COMPLIANCE Identify quality and workflow issues for participant referrals and transfers – recommending and collaborating on solutions Provide consistent and timely review of the participant experience and associated documentation Develop and execute performance improvement projects to ensure compliance to state and federal standards as well improving the participant experience QUALIFICATIONS Master’s degree in Adult Education, Counseling, or Human/Social Service-related degree or equivalent years of experience required. Minimum five (5) years’ experience in adult education, vocational or college programs, or healthcare-related fields; including two (2) years of supervisory experience required. Proficient in Microsoft Word, Excel, and PowerPoint. Experience managing healthcare education programs, adult education, workforce development, and/or labor management training funds’ operations. Project management skills preferred. Knowledge of workforce trends in the healthcare sector as they relate to education and training. Detail-oriented and ability to handle multiple projects in a fast-paced environment with tight deadlines. Excellent presentation/facilitation skills, ability to work independently, and multitask under deadline pressure. Excellent reading, writing, and verbal communication skills. Competencies Outstanding client and partner focus: service mind-set, build rapport, prompt follow through. Excellent communication and customer service skills, demonstrating the ability to adapt, actively listen and engage to build relationships and influence outcomes in sensitive situations for our patient/client/member and network partners. Strong organizational skills, proven ability to work independently and to manage time appropriately to achieve metrics and deliverables. Ability to interact with external partners, members and staff in a fast-paced environment, sometimes under pressure, remaining positive, flexible, proactive, resourceful and efficient, with a high level of professionalism. Proficient data entry skills and ability to be attentive to detail Initiative and the ability to effectively participate in an environment in which collaboration is highly valued and reporting relationships are not direct; possess a flexible, “can-do” attitude. Sound reasoning and problem-solving skills; using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Exercise discretion and judgment regarding highly confidential internal and external communications and within generally defined practices and policies. Flexibility and a positive attitude to accept duties as assigned to support changing activities. Consistent demonstration of FLPPS Brand Values: Collaborative, Trusted, Result-Oriented, Strategic and Adaptive. Essential Job Functions: In support of the American with Disabilities Act (ADA), this job description lists those responsibilities and qualifications deemed essential to the position. This job description is a summary of the typical functions of the job, and additional responsibilities may be assigned as necessary. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, veteran status, or any other legally protected status. FLPPS is committed to providing service that is culturally and linguistically appropriate for our diverse partnerships. We work to ensure that our philosophy of cultural and linguistic diversity is embraced in all levels of our organization. Culturally competent services are required from both our employees and our partners.