Referral Intake Manager

About Us

At Mercato, we're a mission-driven organization dedicated to expanding equitable access to healthy food through technology and community partnerships. We empower grocers and public-sector programs to serve communities with dignity. In this role, you'll play a key part in processing referrals and supporting care coordination—enabling smooth deliveries and fostering meaningful outreach.

We are seeking a Referral Intake Manager in Las Vegas, NV to provide frontline leadership to our team of Referral Intake Specialists. This person will ensure our intake processes run smoothly, our staff are well-supported, and our key performance metrics are consistently met.

Team Leadership & Development

• Conduct regular 1:1s, team meetings, and coaching sessions with Referral Intake Specialists.
• Build a culture of accountability, positivity, and continuous improvement.
• Support professional growth through training, mentoring, and clear performance feedback.

Training & Quality Management

• Oversee onboarding and ongoing training for intake staff.
• Implement quality monitoring processes (call reviews, referral audits, workflow checks).
• Ensure compliance with HIPAA and Medicaid program requirements.

Operational Management

• Manage daily workflow, schedules, and staff availability to ensure timely referral processing.
• Track and report on KPIs such as turnaround time, data accuracy, and referral volume.
• Identify process bottlenecks and implement improvements.
• Collaborate with cross-functional teams (outreach, customer success, tech) to improve workflows and outcomes.

Culture & Engagement

• Foster a supportive and mission-driven environment that reflects Mercato’s values.
• Recognize team achievements and promote engagement.
• Serve as a trusted resource for escalation and conflict resolution.

Program & Culture Support

• Promote Mercato’s mission and values within the team and in external interactions.
• Assist in maintaining positive relationships with referral sources, care managers, and agency partners.
• Recognize team achievements and contribute to ongoing engagement initiatives.

• 2–3 years of experience in a call center, intake, or healthcare support role, with at least 1 year in a supervisory or lead position.
• Strong people-management skills with the ability to coach and support frontline staff.
• Proven success leading teams in a metrics-driven environment.
• Strong coaching, training, and quality management skills.
• Experience handling escalations and issue resolution.
• Excellent communication and organizational skills.
• Experience with KPI tracking and quality assurance in a call center environment.
• Excellent communication and public relations skills.
• Demonstrates organization, flexibility, assertiveness, and cooperation in job responsibilities.
• Ability to respond quickly to emergency situations.
• Effective oral and written communication with a diverse group of staff, clients, caregivers, and agency staff.
• Competence in preparing documents and maintaining records.
• Ability to work independently while making decisions within established guidelines.
• Ability to follow guidance from senior staff and enhance professional development.

• Prior experience in healthcare intake or community-based program operations.
• Bilingual (English/Spanish) strongly preferred.
• Basic familiarity with healthcare, Medicaid, or referral processes.

Estimated Salary Range (Las Vegas, NV): $60,000 – $75,000 annually

• Final offer depends on candidate’s experience with healthcare intake and escalation management.

• Opportunity to support a mission-driven organization improving food equity.
• Leadership role with hands-on impact in shaping team culture and service delivery.
• Exposure to healthcare, community outreach, and program operations.
• Collaborative environment with growth potential into higher-level management.