Intake Supervisor

Admissions department

Full Time, 40 hrs.

Schedule: Monday - Friday

7am - 4pm ideally. Would consider 8am - 5pm

JOB SUMMARY

Supervises the daily operations of the intake office, its staff, and their processes. Ensures a smooth and rapid transition to hospice services once a referral is received. Focuses on exceptional customer service to patients, families, and referral sources through a systematic intake process. Supports the organizational goal of a 4-hour response time to patients.

ESSENTIAL FUNCTIONS

Provides strong leadership to the intake team and attention to detail in overseeing the daily intake process, ensuring accurate and efficient intake of new hospice referrals.

Manages a smooth coordination of receiving, triaging, and scheduling referrals, gathering, and entering all admission information possible before assessment, providing phone/virtual information sessions, and sending a welcome message to begin the onboarding process.

Supervises intake process to ensure the team is responding to incoming referrals in an efficient, understandable, and customer-focused manner.

Builds and maintains systems to ensure the intake team is responding to all referrals within a 4-hour time frame.

Ensures the intake team is capturing and documenting as much patient information into the Suncoast record prior to the admission visit.

Develops and implements an intake screening process to ensure the deployment of the correct staff to the correct visits based on complexity and level of urgency.

Ensures all hospital and senior living facilities receive a visit confirmation as well as a confirmation message after the admission assessment is complete.

Builds and maintains processes to maximize efficiency and reduce chart errors during the intake process.

Collects and analyzes reports to monitor response time from referral to initial response with a goal of 4-hour response time.
Identifies and resolves customer concerns during the referral process; handles customer complaints received via phone and email; escalates problems and concerns as necessary.

Monitors staff productivity and works with department leaders to ensure efficient use of staff and prompt admission of patients.

Models excellent customer service skills with team members and referral sources by providing thorough and timely communication and active listening skills.

Coordinates education and resources for the team to ensure optimal customer service to patients, families, and referral sources.

Ensures adherence to regulatory requirements by assuring all details are on file and shared with the team as needed.

Works collaboratively with Admissions Team Leader and Care Transitions Team Leader to coordinate the schedule.

Supports team by answering phones, taking referrals, and conducting intake interviews with patient and families as needed.

QUALIFICATIONS

Associate in business or health related field required.

Bachelor’s degree preferred.

Minimum of 3 years in a business or customer service role preferred.

Experience, training, and demonstrated skills in the areas of health care desired.

Business organization, and independent project coordination skills desired.

Computer experience is required, and training will be provided in organization-specific software and programs.

We offer a full range of benefits including:

• Health Insurance *
• Dental and Vision Insurance ^
• Short and Long Term Disability- Employer Paid *
• Life Insurance/Accidental Death & Dismemberment (AD&D) - Employer Paid *
• Flexible Spending Account (FSA) ^
• 401(k) and Roth 401(k) retirement plan with company match
• Paid Holidays ^
• Paid Time off (PTO) ^
• Shift Differentials
• Employee Assistance Program (EAP)
• Tuition Reimbursement Program ^
• Free Flu Shots
• Mileage reimbursement
• Educational Opportunities
• AAA Membership – Employer Paid ^
• Chair Massages – Employer Paid
• Fresh Fruit during the summer
• Semi-Annual “All Staff” meetings
• Fun, employer-sponsored activities and recognition events

* Must work a minimum of 64 hours per two-week pay period

^ Must work a minimum of 40 hours per two week pay period

Must be vaccinated for influenza or be granted a religious/medical exemption. 

EOE