HRST Client Manager

Our Mission:

We improve health outcomes for at-risk populations, empowering supporters with preventive insights and education that replace risk with health and wellness.

Essentially, we support those who support others. IntellectAbility educates and empowers support teams, administrators, and clinicians with necessary and proven tools for early risk detection, replacing risk with health and wellness. This is why IntellectAbility is the most trusted, leading authority and resource in the field. Our mission is more than risk reduction. It’s replacing risk with life.

Details:

Schedule: Full-time (40 hours)
Location: Local/Hybrid preferred

Compensation: $75,000 annually
Employment status: Employee (exempt, not eligible for overtime)
Benefits: These are some of our company-wide employee benefits that are available to employees who have successfully completed their provisional period:

• 401K with matching up to 4%
• Profit sharing
• Health insurance plans
• Free Dental and Vision insurance plans
• Paid holidays
• PTO (increases with longevity)

About the position:
This position oversees and ensures client production pertaining to all products and services within the HRST department of the Service Division. This position will review the landscape of all HRST clients and assist each client in maximizing the use of purchased services. This position also oversees and manages all staff involved with the various HRST products and services IntellectAbility offers. The overall goal of this position is to engage in activities both with IntellectAbility staff and the HRST client that ensure that the client is fully rolled out, productive, and appropriately applying applicable HRST services.

This position leads the planning, coordination, implementation, and ongoing management of client projects related to the Health Risk Screening Tool products and services within the division. The role is responsible for overseeing project timelines, deliverables, resource allocation, and client success initiatives to ensure effective implementation and adoption of HRST services. This position evaluates the overall landscape of HRST clients, identifies opportunities to improve utilization of purchased services, and develops strategic plans to maximize client outcomes and operational efficiency.

In addition, this role manages cross-functional staff involved in delivering HRST products and services, ensuring projects are completed on schedule, within scope, and aligned with organizational objectives. The position serves as a primary point of coordination between IntellectAbility teams and HRST clients, facilitating communication, tracking progress, mitigating risks, and driving successful rollouts. The overall goal is to ensure clients are fully implemented, highly engaged, productive, and effectively applying HRST services through strong project leadership, collaboration, and continuous process improvement.

In summary, this position manages client projects for Health Risk Screening Tool (HRST) products and services from start to finish. It oversees planning, timelines, resources, and team coordination to ensure clients successfully implement and use HRST products and services. The position works closely with clients and internal teams to improve service delivery, solve problems, track progress, and ensure projects stay on schedule and aligned with company goals. It also identifies ways to improve client outcomes, increase efficiency, and support long-term client success through strong communication, leadership, and continuous improvement.

General Manager Duties (all IA managers)

• Consistently gather and submit accurate monthly statistics to the Divisional Director
• Maintain an ethical and positive working environment
• Remain in close communication with the Divisional Director about your department's activities with clients and juniors
• Review and respond to time off requests submitted by juniors
• Monitor the work schedules of juniors
• Review timesheets before submission (when applicable) for IntellectAbility and contracted employees
• Review the daily reports of juniors and ensure timely submission
• Conduct timely employee reviews and make recommendations
• Conduct team meetings to reinforce goals, objectives, and set clear expectations about policies and procedures
• Understand basic HR rules applicable to you as a manager (e.g., harassment, exempt vs. non-exempt, incident reports)
• Review and respond to staff CSWs submitted by juniors
• In coordination with HR, suggest and monitor corrective actions needed for your juniors, such as Personal Improvement Plans (PIPs)
• In conjunction with HR, participate in any terminations of your juniors
• Make recommendations to seniors for improvements to the staff, processes, or materials needed to improve the area under your control

Responsibilities:

The HRST Manager’s responsibilities include, but are not limited to:

• In collaboration with the Director of Client Services and other applicable division directors, plan, coordinate, and implement all new IntellectAbility products and services delivered from the 12C division
• Ensure all rollout activities are completed in a timely manner and in coordination with other IntellectAbility staff and client contacts
• Assign HRST clients Clinical and Administrative Service Representatives for all ongoing support needs
• Coordinate and collaborate with HRST Service Representatives to provide oversight and ensure that all client activities, contractual agreements, and client management plans related to the HRST are maintained and updated in accordance with client needs.
• Ensure that the HRST client is productive and engaged
• Serve as an HRST Service Representative
• Conducting HRST Screenings as needed (employee must demonstrate advanced HRST Rater skills as indicated by the Quality Assurance Lead’s assessment)
• Monitor key metrics for the client.
• Analyze the data to produce and disseminate key data points to the client and the company
• Track the client’s goals and outcomes for using the chosen HRST services are met
• Monitor the accuracy and productivity of Raters and Reviewers, and respond accordingly
• Facilitate meetings, at least monthly, with juniors to review:
• New clients
• Troubleshoot client issues
• Review stats in each area
• Review client assignments
• Review new staff onboarding steps with juniors to ensure success
• Review any conduct by the employee that does not meet the expectations of their role, negativity, or goes against company policy.
• Communicate with your Senior when any actual or potential issues are identified with clients or staff
• Be fiscally responsible when making decisions
• Educate clients on other IntellectAbility services that may be useful to the client
• Monitor clinical support staff to ensure timely and effective responses to clinical tickets
• Oversee, monitor, and manage the Clinical Reviewer Manager and the Clinical Review Service
• Oversee, monitor, and manage the Screening Service Manager and the Screening Service
• Oversee and manage any HRST-related consultation services
• Oversee and manage any outsourced Reviewers
• Perform other duties as assigned

Required Skills & Qualifications:

The minimum education and experience requirements for this position are:

• Have extensive, successful experience as a project manager
• Experience in the planning and implementation of ongoing projects, preferably client-facing
• Experienced in leading and managing a team through all phases of a project, from implementation to management
• Ability to strategize and problem-solve with the client and your supervisor
• Excellent written and verbal skills
• Computer proficiency esp. in MS Office (Word, Excel, PP), is required
• Advanced knowledge and proficiency in using Microsoft Excel is required
• Experience in client service and/or client support
• Ability to easily learn software programs
• Experience in the Human Services field, ideally, I/DD, is preferred, not required
• A belief that people with I/DD should be afforded the opportunity to live an appropriately supported life that promotes independence and the pursuit of those things important to them

Other skills that will contribute to your success at IntellectAbility:

• High work ethic and standards – all work is done remotely. Employees must have the ability to manage their own day-to-day schedule.
• Motivated to build customer loyalty and expand clients’ use of IntellectAbility products and services
• Upbeat, friendly attitude, patient, non-critical with clients
• Problem-solver

IntellectAbility, Inc. is an equal opportunity employer and a Drug-Free Workplace.
An applicant assessment and background check may be part of your hiring procedure.

Pay: $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Clearwater, FL 33763