Infusion Intake Manager of Client Experience

Client Relationship & Intake Management

Serve as the primary client-facing contact for assigned intake accounts, building trusted relationships with client leaders, referral coordinators, clinical teams, and operational stakeholders. Provide proactive updates on referral status, delays, missing information, requirements, and performance trends while managing expectations around turnaround times and intake processes.

Referral Oversight

Monitor referrals from initial receipt through completion of intake, tracking volume, aging, status, documentation, authorization requirements, and patient start-date risks. Identify stalled or incomplete referrals and coordinate with the appropriate teams to resolve barriers quickly.

Operational & Financial Risk Management

Review referrals for potential operational and financial exposure, including high-cost medications, government payers, non-covered services, reimbursement concerns, and other collection risks. Partner with Authorization, AR, Billing, and leadership teams to address risks before services are provided whenever possible.

Performance Management

Track and analyze key intake metrics such as referral turnaround, conversion, aging, authorization performance, fallout, missing documentation, patient start delays, payer barriers, financial exposure, and SLA compliance. Translate findings into clear recommendations and action plans for clients and internal leadership.

Process Improvement

Evaluate client and internal intake workflows to identify gaps and opportunities to improve referral quality, communication, documentation, efficiency, and patient start times. Partner with operational leaders to implement standardized processes, best practices, and corrective actions.

Client Implementation & Transition

Lead the intake component of new client implementations by coordinating required information, client-specific workflows, payer considerations, contacts, escalation procedures, training, and go-live milestones. Monitor early implementation performance and ensure a smooth transition into ongoing operations.

Training & Education

Educate clients on intake requirements, payer processes, documentation standards, and best practices. Identify recurring errors or knowledge gaps and coordinate retraining or client-specific education as needed.

Cross-Functional Collaboration

Coordinate closely with Intake, Authorization, AR, Billing, Cash Posting, Clinical, Revenue Cycle Leadership, and client stakeholders. Facilitate issue resolution, assign accountability to appropriate owners, and maintain follow-up through resolution.

Documentation & Reporting

Maintain accurate client meeting records, action items, workflows, issue trackers, escalation documentation, implementation records, and recurring performance reports. Ensure key decisions, communications, and process changes are clearly documented.

Continuous Improvement & Client Success

Proactively identify recurring barriers and translate operational insights into improvements that reduce preventable delays, denials, financial exposure, and referral fallout while supporting client satisfaction, retention, and long-term partnership success.

Requirements

• Bachelor's degree preferred, or equivalent relevant experience, with approximately 3–5 years of experience in Client Success, healthcare operations, intake, revenue cycle management, or a related healthcare environment.
• Strong understanding of healthcare reimbursement, revenue cycle processes, referrals, insurance verification, prior authorization, payer requirements, and patient onboarding workflows.
• Experience in home infusion or an Ambulatory Infusion Center (AIC/AIS) environment is preferred. Experience with DME/HME operations is also valuable.
• Familiarity with healthcare and revenue cycle platforms such as WeInfuse, Brightree, CareTend, CPR+, R2, EPIC, or comparable systems is preferred. Advanced Excel and reporting capabilities are an advantage.
• Ability to interpret operational data, identify trends and root causes, recognize financial risk, and turn complex information into practical recommendations.
• Strong verbal and written communication skills, with the ability to build trusted client relationships, manage expectations, communicate sensitive issues, and de-escalate challenges professionally.
• Strong critical-thinking and problem-solving abilities, with sound judgment when determining whether an issue requires intervention, escalation, or cross-functional coordination.
• Strong organizational and project management skills, with the ability to manage implementations, action plans, multiple priorities, and deadlines in a fast-paced environment.
• Comfortable working across departments and maintaining accountability for follow-up while respecting the ownership of specialized operational teams.
• Highly organized, proactive, detail-oriented, adaptable, and capable of operating independently while maintaining accuracy across a varied and high-volume caseload.

Benefits

Opportunity to play a central role in improving the healthcare referral and patient onboarding experience.
Client-facing position combining healthcare operations, revenue cycle, analytics, and process improvement.
Exposure to cross-functional work spanning Intake, Authorization, AR, Billing, Clinical, and Revenue Cycle leadership.
Opportunity to lead new client implementations and help establish scalable intake workflows.
Professional development through healthcare operations, client success, project management, and process-improvement initiatives.
Fast-paced environment with opportunities to influence operational performance and client satisfaction.
Direct impact on reducing referral delays, authorization barriers, preventable denials, and financial risk.

Pay

TBD

Schedule

TBD