PAP Intake Manager

Hart Medical Equipment provides a full range of home care products and support services based on individual needs. We strive to conduct our patient care operation with the highest standards. We are a nationally accredited, premier provider of home medical equipment and supplies.

Status: Full Time; Monday - Friday 8:00am-5:00pm

Location: Remote with an expectation to attend in person meetings. Grand Blanc, MI.

Hart Medical Equipment offers a competitive salary and benefits package. EOE

Summary

The PAP Intake Manager is responsible for the strategic and operational leadership of the PAP Intake function, ensuring a high level of service for patients, referral partners, and internal stakeholders. This role oversees referral review, order qualification, intake workflow execution, CSR performance, and process optimization to ensure timely, accurate, and compliant, and patient-focused PAP order processing.

The PAP Intake Manager drives intake efficiency, quality, and scalability by establishing performance metrics, implementing workflow improvements (including AI‑enabled solutions), coaching and developing team leaders, and partnering with internal departments and sales leadership to ensure, patient experience expectations, referral expectations, payer requirements, and operational goals are consistently met.

This position provides full oversight of the PAP Intake team and is accountable for achieving KPIs, improving turnaround times, maintaining intake quality, delivering an exceptional patient intake experience, and supporting organizational growth through continuous improvement initiatives.

Essential Duties And Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Operational Leadership & Oversight

• Oversee daily PAP intake operations, ensuring referrals are reviewed, qualified, and processed accurately and efficiently
• Ensure all PAP referrals meet payer qualification criteria prior to processing and escalation when discrepancies are identified
• Maintain standardized intake workflows across all referral sources, portals, and fax queues
• Ensure accurate documentation and account notes are entered in systems to support downstream processing, billing, and audits
• Maintain survey‑ready intake processes at all times
• Ensure intake workflows support a positive, timely, and respectful patient experience
  
  

Patient Experience & Service Expectations

• Ensure the PAP intake process promotes a positive, timely, and compassionate experience for patients
• Establish service standards prioritizing clear communication, responsiveness, and accuracy
• Coach staff on empathetic interactions and service recovery
• Monitor workflows to reduce delays impacting patient access to therapy
• Address patient-related escalations promptly and professionally
  
  

Strategic Planning & Process Improvement

• Lead strategic planning initiatives related to PAP intake capacity, staffing models, and workflow scalability
• Design, build, and implement process enhancements to improve intake turnaround times, accuracy, and productivity
• Identify operational bottlenecks and implement corrective action plans
• Drive continuous improvement initiatives aligned with organizational goals and payer requirements
• Partner with leadership to forecast intake volume, staffing needs, and performance expectations
  
  

Performance Management & Accountability

• Establish, track, and report key performance indicators (KPIs) for PAP Intake, including productivity, quality, and turnaround metrics
• Hold PAP CSRs, Team Leads, and Assistant Managers accountable for individual and team performance
• Monitor productivity and quality dashboards to ensure performance targets are met
• Conduct regular audits of CSR work and intake calls to ensure quality standards and adherence to intake processes
• Provide coaching, corrective action, and performance improvement plans as needed
  
  

Quality Assurance & Referral Management

• Audit PAP referrals and CSR intake work to ensure proper qualification, documentation accuracy, and payer readiness
• Partner with PAP Referral sources and internal teams to resolve intake issues and prevent repeat discrepancies
• Ensure referral expectations are clearly defined, communicated, and consistently executed
• Serve as an escalation point for intake‑related issues impacting order progression or payer approval
  
  

Technology & AI Enablement

• Lead the implementation and optimization of AI‑enabled tools within the PAP intake workflow
• Collaborate with IT, operations, and vendors to integrate AI solutions that improve efficiency, accuracy, and throughput
• Monitor AI performance outcomes and adjust workflows based on data and operational feedback
• Ensure team adoption of technology-driven workflows
• Ensure intake staff are aligned with technology‑driven process changes
  
  

Cross‑Functional Collaboration

• Coordinate regularly with Sales, PAP Referrals, Billing, Compliance, and Department Leaders to ensure operational alignment
• Facilitate meetings with Sales and intake teams to ensure referral expectations, turnaround standards, and service commitments are being met
• Communicate intake performance, risks, and improvement initiatives to leadership
• Act as the primary operational liaison for PAP Intake‑related initiatives
  
  

Leadership Development & Team Management

• Develop and mentor Assistant Managers and Team Leads within the PAP Intake team
• Build leadership succession plans to support growth and operational stability
• Assist with hiring, onboarding, and training of PAP Intake staff
• Ensure appropriate staffing coverage, scheduling, and workload distribution
• Foster a culture of accountability, collaboration, and continuous improvement
  
  

Supervisory Responsibilities

This position has direct supervisory responsibility over PAP Intake CSRs, Team Leads, and/or Assistant Managers.

Qualifications

To perform this job successfully, an individual must be professional, proactive, and results‑driven with strong leadership and process improvement capabilities.

Education And/or Experience

• High school diploma or GED required
• Bachelor’s degree in business, healthcare administration, or related field preferred
• Strong knowledge of DME intake operations and payer qualification requirements
• Minimum of two years of leadership or management experience preferred
  
  

Skills & Abilities

• Strong leadership, coaching, and performance management skills
• Excellent verbal and written communication skills
• Proven ability to analyze data, establish KPIs, and drive accountability
• Strong process‑building and problem‑solving abilities
• Ability to manage multiple priorities in a fast‑paced environment
• Comfort with healthcare technology platforms, AI tools, and automation
• Proficiency with intake systems, reporting tools, and healthcare technology platforms
  
  

By submitting an application, you are agreeing to the terms of Hart's Application Acknowledgement and Agreement found at https://hartmedical.org/application-agreement.

IRB Medical Equipment LLC, dba Hart Medical Equipment, is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, citizenship age, disability genetic information, height, weight, marital or veteran status or any other protected status in accordance with the requirements of applicable federal state and local laws. Hart Medical Equipment also provides reasonable accommodation for individuals with disabilities in accordance with applicable law.

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