Intake Manager

FLSA Classification: Exempt
Department: Intake
Reports To: Director of Intake
Direct Reports: 6-18

POSITION SUMMARY:
The Intake Manager is responsible for the day-to-day operations of the Intake department. This includes directly supervising staff to ensure referrals are being process efficiently while maintaining quality, speed and effectiveness. As a Manger, you will ensure that clear workflows are not only established but also followed by all employees to ensure patient safety and timely processing. This includes insurance verification, eligibility review. Start of Care and Resumption of Care coordination, patient regulatory documentation, and accurate EMR data entry.

RESPONSIBILITIES:

• Supervise and coordinate the centralized day-to-day operations of the Intake department.
• Review and assess incoming referrals to determine clinical appropriateness for admission
• Interface with physician offices and discharge planners to assess and process referrals and admissions for homecare service
• Collaborate with the clinical manager to ensure appropriateness for home care and adequate staffing needs
• Promotes, drives, and ensures adherence to a high level of communication between referral sources and internal stakeholders.
• Ensures appropriate, timely notification to referral sources regarding status. Serves as an initial escalation point for referral-related matters. Escalates and communicates issues to the Director of Intake as necessary.
• Serve as a liaison between intake, clinical, and operational teams to ensure seamless communication and transitions.
• Ensure all intake documentation, records, and data entry are completed accurately and in a timely manner.
• Partners with Director of Intake to identify, develop, and deliver process and performance improvement initiatives such as workflows, customer service, referral platforms, etc.
• Monitors and evaluates Intake employee productivity and performance.
• Monitors key performance indicators (KPIs), including response times, intake volume, and client satisfaction, and may assist with preparation of related reports for key stakeholders.
• Train, mentor, and evaluate intake staff to maintain high levels of quality, performance and morale.
• As needed, assists the Intake Coordinators with inbound referral requests, including collecting required information and documentation, entering patient information into the Electronic Medical Record (EMR), and ensuring a timely adherence to patient care.
• Ensure compliance with applicable laws, regulations, and organizational policies, including privacy and confidentiality standards (e.g., HIPAA if applicable).
• Performs other duties as assigned.

COMPETENCIES:

• Effective communication skills (verbal and written), documentations skills, interpersonal skills, and problem-solving skills.
• Demonstrates organizational and assertiveness skills, flexibility, and ability to work effectively in teams.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

REQUIRED QUALIFICATIONS:

• Graduate of an accredited school of professional nursing
• Is currently licensed as an RN through the State Board of Nursing and meets one of the following criteria:
• RN with a bachelor’s degree in nursing and one year of related working experience
• RN with a diploma or associate’s degree with two years related work experience
• Has passed the National Council Licensure Examination (NCLEX)
• Minimum of 4 years’ home care experience
• Minimum of 2 years’ managerial experience
• Demonstrated ability to supervise and direct administrative staff
• Proficient in Microsoft Office 365 application suite

PREFERRED EDUCATION AND EXPERIENCE:

• Proficiency in HealthWyse
• Minimum of 2 years’ experience in a clinical intake role

PHYSICAL DEMANDS AND OFFICE ENVIRONMENT:

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Continually required to use hands and fingers.
• Occasionally required climb, balance, bend, stoop, kneel or crawl.
• Occasionally required to lift/push light weights (less than 25 pounds).

TRAVEL REQUIREMENTS:
Ability to travel locally by car to office(s), events, meetings, etc., as needed (approximately 5% or less of the time).

Innovive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.