Director of Central Intake

Primary Duties and Responsibilities

• Lead and support the ongoing development and expansion of the Central Intake Division.
• Participate in referral review, intake coordination, escalation management, and admissions support activities.
• Oversee daily intake workflows to ensure timely processing and disposition of referrals.
• Develop and maintain standardized intake processes, workflows, and best practices.
• Ensure compliance with organizational, payer, state, and federal requirements.

Team Leadership and Development

• Directly supervise, mentor, and support Central Intake team members.
• Provide coaching, training, and professional development opportunities.
• Establish performance expectations and conduct performance evaluations.
• Address performance concerns through coaching and corrective action when appropriate.
• Foster a culture of accountability, teamwork, and continuous improvement.

Census Growth and Performance Management

• Monitor referral activity, conversion rates, occupancy trends, and census goals.
• Collaborate with location leadership and business development teams to identify growth opportunities.
• Analyze referral patterns, payer mix, decline reasons, and lost opportunities.
• Support new business follow-up initiatives through virtual outreach platforms.

Reporting and Analytics

• Monitor and analyze referral volume, conversion rates, occupancy trends, payer mix, referral source performance, and intake processing times.
• Prepare reports and presentations for executive leadership.
• Utilize data to identify opportunities for process improvement and operational efficiencies.

Relationship Management

• Develop and maintain effective working relationships with referral partners, hospitals, managed care organizations, location leadership, and internal teams.
• Serve as a resource for complex admissions and referral concerns.
• Promote exceptional customer service throughout the intake process.

Strategic Planning and Process Improvement

• Participate in strategic planning initiatives related to centralized admissions and occupancy growth.
• Identify opportunities for workflow improvements and technology enhancements.
• Support operational improvement projects, system implementations, and change management initiatives.

Experience & Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or related field preferred.
• Minimum of 3 to 5 years of experience in skilled nursing, post-acute care admissions, central intake, or healthcare operations leadership.
• Previous supervisory or management experience required.
• Experience with census development, referral management, and occupancy growth strategies preferred.
• Knowledge of Medicare, Medicaid, Managed Care, and commercial payer processes preferred.
• Experience with referral management systems, electronic medical records, and customer relationship management software preferred.
• Proficient with Microsoft Office applications and reporting tools.

Skills & Characteristics

• Strong leadership, coaching, and team development skills.
• Ability to analyze operational data and identify opportunities for improvement.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal, written, and interpersonal communication skills.
• Ability to build and maintain effective working relationships with referral partners, location leadership, and internal stakeholders.
• Demonstrated ability to lead change and support process improvement initiatives.
• High level of professionalism, accountability, and attention to detail.
• Commitment to customer service excellence and continuous improvement.
• Ability to balance strategic planning with day-to-day operational responsibilities.

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
• Physical requirements: 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).
• Financial Security: 401(k) Retirement Savings Plan with company match, Paid Time Off (PTO), Paid Holidays, Access to DailyPay, Tuition Reimbursement up to $5,250 per year for ANY field of study, Employee-Sponsored Crisis Fund.
• 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.

Why work for Otterbein SeniorLife?

• For more than 100 years, Otterbein has provided senior housing options rooted in respect and community.
• We are a non-profit 501(c)(3) health and human service organization, focused on serving our residents.
• We offer lifestyle communities, revolutionary small house neighborhoods, home health, and hospice care in Ohio and Indiana.
• We provide different lifestyle options for seniors through independent living, assisted living, skilled nursing, rehab, memory support, respite care, in-home care, and hospice services.

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