Central Intake Admissions Specialist

Primary Duties And Responsibilities

• Retrieve and respond to referrals from referral platforms and referral sources in a timely manner.
• Enter referral information into the Customer Relationship Management (CRM) system, including demographic, insurance, and supporting documentation.
• Evaluate referrals for clinical appropriateness and financial viability utilizing established admission criteria and processes.
• Develop and maintain positive working relationships with referral partners, hospitals, physicians, case managers, and internal stakeholders.
• Communicate referral information and admission opportunities to the Health Care Navigator and appropriate community leadership.
• Complete or coordinate completion of patient assessments for potential admissions.
• Collaborate with community leadership regarding referrals requiring additional review or consideration.
• Obtain prior authorizations and verify payer requirements for admissions as appropriate.
• Serve as a key resource throughout the admissions process and work to ensure timely communication, accurate documentation, and exceptional customer service.
• Maintain waitlists and communicate admission status updates as appropriate.
• Ensure long-term care admission workflows are followed in accordance with organizational standards.
• Obtain or complete required pre-admission documentation, including PASRR and other regulatory requirements.
• Complete sex offender screenings and other required admission reviews.
• Maintain referral documentation, discharge information, and supporting records within the CRM system.
• Monitor referral response times and facilitate timely communication between referral sources and communities.
• Communicate community admission capabilities, bed availability, and special considerations to referral partners and internal teams.
• Cookordination admission notifications and communications with appropriate departments.
• Verify and update demographic and insurance information as needed.
• Generate admission agreements and ensure completion within established timelines.
• Complete required reports, trackers, and documentation related to admissions and referral management.
• Support new business follow-up efforts through virtual outreach and communication platforms.
• Analyze referral activity, conversion trends, payer mix, and census-related data to identify opportunities for improvement.
• Utilize CRM systems and reporting tools to monitor referral activity and support census development initiatives.
• Participate in departmental meetings, training programs, and process improvement initiatives.

Experience & Qualifications

• High School Diploma or GED required.
• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Marketing, Nursing, Social Work, or related field preferred.
• Experience with Electronic Medical Records (EMR) systems and Customer Relationship Management (CRM) software preferred.
• Knowledge of long-term care payer sources, including Medicare, Medicaid, Managed Care, and commercial insurance.
• 3-5 Years experience in skilled nursing facility required.
• Experience in multi-site/central intake preferred.
• Proficient with Microsoft Office applications, including Outlook, Word, Excel, and Teams.

Skills & Characteristics

• Ability to establish and maintain positive working relationships with referral partners, residents, families, healthcare professionals, and internal team members.
• Strong verbal, written, and interpersonal communication skills.
• Demonstrated customer service skills with a commitment to responsiveness and follow-through.
• Strong organizational skills and attention to detail.
• Able to prioritize multiple responsibilities and meet established deadlines in a fast-paced environment.
• Able to analyze information and make sound decisions regarding referral and admission opportunities.
• Accurate data entry and documentation skills.
• Skilled in conflict resolution, critical thinking, and problem-solving.
• Flexible and adaptable to changing priorities and organizational needs.
• Ability to work independently and collaboratively as part of a team.
• Recognize and uphold the autonomy, dignity, and rights of all elders and residents.
• Communicate a sense of caring, concern, respect, and dignity in all interactions.

Work Environment

• Typical office environment, with minimal exposure to excessive noise or adverse environmental issues.
• Flexibility for remote work according to organizational policies.
• Travel for meetings, industry conferences and partnerships, as needed.
• Be able to meet the following physical requirements, with or without reasonable accommodation:
• Occasionally lift and move objects weighing up to 10 pounds.

Benefits

• Health & Wellness: Medical Insurance with free virtual doctor visits, Vision & Dental Insurance, Pet Insurance, Life Insurance, Employee Assistance Program (EAP) for personal and professional support.
• Financial Security: 401(k) Retirement Savings Plan with company match, Paid Time Off (PTO) that accrues immediately from day one, Paid Holidays for a healthy work-life balance.
• Other Benefits: Access to DailyPay, enabling you to access up to 100% of your earned wages on a daily basis, Tuition Reimbursement up to $5,250 per year for ANY field of study, Tuition Discounts through exclusive partnerships with the University of Cincinnati, University of Toledo, and Hondros College, Employee-Sponsored Crisis Fund available for those facing unforeseen challenges, Legal & Identity Theft Protection, Growth & Development: University Partnerships with University of Cincinnati, University of Toledo, and Hondros College for exclusive tuition discounts, Multiple Partner Discounts available for various products and services through Access Perks, Access to 1,000s of hours of personal and professional development material through RightNow Media @ Work.

About the Role

This position serves as a key resource throughout the admissions process and works to ensure timely communication, accurate documentation, and exceptional customer service. The Central Intake Admissions Specialist develops and maintains relationships with referral sources and community leadership while evaluating referrals for clinical appropriateness and financial viability.

Qualifications

The ideal candidate will have a high school diploma or equivalent, along with an associate's or bachelor's degree in healthcare administration, business administration, marketing, nursing, social work, or a related field. Experience with electronic medical records (EMR) systems and customer relationship management (CRM) software is preferred. Knowledge of long-term care payer sources, including Medicare, Medicaid, managed care, and commercial insurance, is also required. Three to five years of experience in skilled nursing facilities is necessary, with experience in multi-site or central intake being a plus. Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams, is essential.

Skills

The successful candidate should possess strong verbal, written, and interpersonal communication skills, as well as strong organizational and attention-to-detail skills. They must be able to prioritize multiple responsibilities and meet established deadlines in a fast-paced environment. Accurate data entry and documentation skills are also crucial, as is the ability to analyze information and make sound decisions regarding referral and admission opportunities. Conflict resolution, critical thinking, and problem-solving skills are highly valued, as is the ability to work independently and collaboratively as part of a team. The candidate must recognize and uphold the autonomy, dignity, and rights of all elders and residents and communicate a sense of caring, concern, respect, and dignity in all interactions.

Benefits

At Otterbein SeniorLife, we offer a comprehensive benefits package that includes health and wellness benefits such as medical insurance with free virtual doctor visits, vision and dental insurance, pet insurance, life insurance, and an employee assistance program (EAP) for personal and professional support. Additionally, we provide financial security benefits like a 401(k) retirement savings plan with company match, paid time off (PTO) that accrues immediately from day one, and paid holidays for a healthy work-life balance. Other benefits include access to DailyPay, enabling you to access up to 100% of your earned wages on a daily basis, tuition reimbursement up to $5,250 per year for any field of study, tuition discounts through exclusive partnerships with the University of Cincinnati, University of Toledo, and Hondros College, and an employee-sponsored crisis fund available for those facing unforeseen challenges. We also offer legal and identity theft protection, growth and development opportunities through university partnerships, multiple partner discounts available for various products and services through Access Perks, and access to thousands of hours of personal and professional development material through RightNow Media @ Work.