Supervisor, Intake Services

Description

Position Summary:

The Intake Supervisor provides daily leadership and operational oversight for the Reception team and Intake Clerks, while ensuring accurate and timely bed board management throughout every shift. This position is responsible for coordinating patient flow, ensuring high-quality customer service, supporting referral processing, and maintaining real-time census accuracy. The Intake Supervisor plays a critical role in access-to-care operations, helping ensure safe, efficient, and compliant admissions processes in alignment with regulatory standards and organizational goals.

Position Responsibilities:

Clinical / Technical Skills (40% of performance review)

• Provide direct supervision for Receptionists and Intake Clerks, including scheduling, workflow monitoring, performance feedback, and coaching.
• Support onboarding, training, and competency validation for new team members.
• Promote a professional, positive, and patient-centered culture within the department.
• Serve as the primary on-site leader for intake operations and an escalation point for complex referrals or customer service concerns.

• Maintain real-time oversight of the hospital’s bed board, ensuring accurate bed assignments and census updates.
• Collaborate closely with Nursing, Assessment & Referral, and House Supervision to coordinate patient movement and bed availability.
• Ensure that demographic, guardian, referral, and admission data is entered accurately to support appropriate placement and timely admissions.
• Monitor pending admissions, room readiness, and discharge activity to anticipate bed needs and optimize throughput.

• Ensure timely and accurate processing of all incoming referrals, check-ins, demographic updates, and guardian verifications.
• Ensure there is assigned coverage for monitoring external bed board.
• Oversee reception operations to maintain customer service excellence, safety, professionalism, and confidentiality.
• Ensure Intake staff adhere to established workflows, registration procedures, and customer service standards.
• Identify workflow gaps and collaborate with leadership to implement improvements.

• Ensure staff follow HIPAA, Joint Commission standards, and all internal intake policies.
• Conduct regular audits of referral entries, demographic accuracy, guardian information, and bed board data.
• Maintain up-to-date departmental SOPs, workflows, and job aides in collaboration with leadership.
• Support the department in preparing for regulatory surveys, including documentation readiness and staff compliance training.

• Model and reinforce excellent customer service standards with patients, families, referral sources, and internal clinical teams.
• Communicate effectively with Nursing, Clinical Services, A&R, and House Supervisors to ensure smooth patient flow.
• Address concerns or escalations professionally and promptly.

• Track and report operational metrics such as referral volume, registration accuracy, wait times, and bed turnover accuracy.
• Recommend and implement process improvements to enhance efficiency and patient experience.
• Participate in departmental and organizational initiatives focused on access, throughput, and patient-centered care.
• Knowledge of healthcare intake processes and bed management workflows.
• Strong leadership abilities with skill in coaching and supporting staff.
• Excellent communication, service recovery, and conflict-resolution skills.
• Strong attention to detail and ability to maintain accuracy in fast-paced environments.
• Ability to manage multiple priorities with professionalism and composure.
• Proficiency with EHR systems, patient management platforms, and Microsoft Office.

Safety (15% of performance review)

• Strives to create a safe, healing environment for patients and family members
• Follows all safety rules while on the job.
• Reports “near misses”, as well as errors and accidents promptly.
• Corrects minor safety hazards.
• Communicates with peers and management regarding any hazards identified in the workplace.
• Attends all required safety programs and understands responsibilities related to general, department, and job specific safety.
• Participates in quality projects, as assigned, and supports quality initiatives.
• Supports and maintains a culture of safety and quality.

Teamwork (15% of performance review)

• Works well with others in a spirit of teamwork and cooperation. 
• Responds willingly to colleagues and serves as an active part of the hospital team.
• Builds collaborative relationships with patients, families, staff, and physicians.
• The ability to retrieve, communicate, and present data and information both verbally and in writing as required
• Demonstrates listening skills and the ability to express or exchange ideas by means of the spoken and written word. 
• Demonstrates adequate skills in all forms of communication.
• Adheres to the Standards of Behavior

Integrity (15% of performance review)

• Strives to always do the right thing for the patient, coworkers, and the hospital
• Adheres to established standards, policies, procedures, protocols, and laws. 
• Applies the Mission and Values of SUN Behavioral Health to personal practice and commits to service excellence.
• Supports and demonstrates fiscal responsibility through supply usage, ordering of supplies, and conservation of facility resources.
• Completes required trainings within defined time periods, as established by job description, policies, or hospital leadership
• Exemplifies professionalism through good attendance and positive attitude, at all times.
• Maintains confidentiality of patient and staff information, following HIPAA and other privacy laws.
• Ensures proper documentation in all position activities, following federal and state guidelines.

Compassion (15% of performance review)

• Demonstrates accountability for ensuring the highest quality patient care for patients.
• Willingness to be accepting of those in need, and to extend a helping hand
• Desire to go above and beyond for others
• Understanding and accepting of cultural diversity and differences

Qualifications

Education

• Required: High school diploma or GED.  CPR and hospital-selected de-escalation technique certification.
• Preferred: Associate’s or Bachelor’s degree.
• Experience man be substituted for education.

Experience

• Required: Minimum 2–3 years of healthcare intake, admissions, patient registration, or related experience
• Preferred: Behavioral health experience.  Prior supervisory or lead-level experience is highly desirable