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