Manager of Intake

About the Role

The Manager of Intake provides leadership and oversight of all referral intake operations for the Home Health Agency. This role ensures timely referral review, authorization processing, admission coordination, referral conversion, exceptional customer service, and effective collaboration with referral sources and clinical operations.

Responsibilities

• Provides direct supervision, coaching, mentoring, and performance management of Intake Department staff.
• Establishes performance expectations and monitors individual and departmental outcomes.
• Conducts employee evaluations, competency assessments, and performance improvement activities.
• Participates in recruitment, hiring, onboarding, retention, disciplinary action, and succession planning.
• Promotes a culture of accountability, teamwork, customer service, and continuous improvement.
• Ensures appropriate staffing coverage for daily operations, weekends, holidays, and after-hours referral management as applicable.
• Ensures referral and admission processes comply with Medicare Conditions of Participation, state regulations, accreditation standards, and agency policies.
• Verifies that referrals meet payer and agency eligibility requirements prior to admission.
• Monitors referral-to-admission conversion rates and identifies opportunities for improvement.
• Develops strategies to increase admission success rates.
• Collaborates with operational and clinical leaders to assess agency capacity and coordinate timely admissions.
• Balances patient needs, staffing resources, and geographic coverage to optimize access to care and census growth.
• Monitors admission timeliness and implements solutions to address barriers to Start of Care performance.
• Collects, analyzes, and reports referral and admission data and utilizes data to identify operational improvements and growth opportunities.
• Serves as a primary resource for referral sources, physicians, hospitals, skilled nursing facilities, community providers, patients, and families.
• Promotes exceptional customer service throughout all intake interactions.
• Addresses concerns, complaints, and service recovery opportunities in a professional and timely manner.
• Performs other related duties as requested.

Requirements

• Associate's Degree required; Bachelor's Degree preferred in nursing, healthcare administration, business administration, or related healthcare field.
• Minimum 3 to 5 years of leadership or supervisory experience, preferably with experience in home health and hospice intake operations within a Medicare-certified home health agency.
• Valid driver’s license and current automobile liability insurance.
• Valid BLS certification preferred.
• Demonstrated leadership ability and sound judgment.
• Excellent organizational, communication, and interpersonal skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation.
• Ability to work collaboratively across all levels of the organization.
• Proficiency in electronic medical records and Microsoft Office applications.
• Knowledge of home health regulations, reimbursement, and operational workflows.

About Us

Care New England Health System (CNE) and its member institutions—Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group—is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation’s top specialty-trained doctors, hones renowned services and innovative programs, and engages in important discussions about health and end-of-life wishes. Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.