Intake Manager

Position Responsibilities may include, but not limited to

• Manage a team of approximately 100 front-line employees and 5-8 supervisors
• Track and document employee performance both formally and informally
• Complete employee performance reviews
• Create and distribute reports as needed or as requested by senior leadership
• Train, motivate, develop, and coach employees to drive case manager satisfaction, accuracy, efficiency, and performance
• Determine training requirements for new hires and additional performance-based training for existing Intake Specialists and Call Representatives, as needed
• Answer questions from Intake Specialists/Call Representatives and handle customer escalations
• Manage productivity based on department metrics to ensure workloads are being handled in an efficient and productive manner
• Formulate and implement rapid change and process improvements
• Work cross-functionally to support customer care, sales, and revenue cycle initiatives
• Lead weekly cross-functional operation meetings
• Lead monthly operational overview meetings to a cross functional leadership team
• Create strong working relationships with referring health plan partners, case worker agencies, and other referral sources. 

Required Skills and Experience

• Bachelor’s degree
• 5+ years’ work-related management experience with a background in the health, human services, managed care, or insurance industry
• Strong understanding of medical and ancillary benefit authorization process, payor portals, and the claims denial process
• Strong problem solving and analytical skills
• Experience driving process improvement activities
• Excellent verbal and written communication skills
• Ability to manage multiple priorities, demonstrated flexibility, and ability to adapt and implement change in a timely and effective manner
• Proficient in Microsoft Office, especially Outlook, Word, and Excel
• Strong relationship building skills with payers and external/internal customers
• Excellent attention to detail to avoid administrative errors

Preferred Skills and Experience

• Some post-graduate work
• Experience with Salesforce, Genesys, Secure File Transfers, and payer web portals

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus