Position SummaryThe Intake Manager oversees the end-to-end referral and admission process for Home Health and/or Hospice services, ensuring patients enter care quickly, accurately, and compliantly. This role leads the intake team, establishes workflow standards, and serves as a primary liaison for referral sources, patients, families, and internal partners.
The Intake Manager reviews eligibility and documentation, removes barriers to admission, and collaborates with clinical and administrative teams to support timely scheduling and patient onboarding. By monitoring key metrics, maintaining regulatory and payer compliance, and driving continuous process improvements, this role strengthens operational efficiency, enhances the referral experience, and supports overall agency growth and patient satisfaction.
Position Specific Responsibilities- Lead the intake team to ensure efficient, accurate, and timely processing of all Home Health and/or Hospice referrals and admissions.
• Oversee and monitor the intake team's accuracy and productivity, identifying areas for ongoing training or workflow improvement.
• Serve as the initial point of contact for referral sources, patients, and families, providing information about agency services, insurance requirements, and the admissions process.
• Review referrals and medical documentation for eligibility, completeness, and compliance with federal, state, and payer guidelines applicable to Home Health and/or Hospice.
• Collaborate with clinical and administrative staff to resolve admission barriers and coordinate patient onboarding schedules.
• Audit records and monitor key metrics to identify trends, bottlenecks, and opportunities for improvement.
• Train, mentor, and evaluate team performance while ensuring compliance with agency policies and delivery of high-quality customer service.
• Develop and implement policies and procedures to enhance intake operations, documentation accuracy, and regulatory compliance.
• Maintain up-to-date knowledge of Home Health and Hospice regulations, payer requirements, and industry trends.
• Communicate promptly with referral partners, clinicians, and patients to support timely transitions into care.
• Participate in quality improvement initiatives and facilitate cross-departmental collaboration to meet patient and agency goals.
• Performs other duties as assigned.
Education and/or Experience- Associate or bachelor's degree preferred.
- Minimum of two (2) years of experience in Home Health and/or Hospice required.
- At least two years of experience working in a healthcare intake, referrals, admissions, or patient access role (Home Health and/or Hospice strongly preferred).
- Prior leadership experience required.
Skills- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.
- Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.
- Other Skills and Abilities: Ability to understand, read, write, and speak English. Articulates and embraces integrated healthcare at home philosophy.
- Other Qualifications: Proficient with EMR/EHR systems and Microsoft Office. HomeCare HomeBase (HCHB) experience preferred.
Demonstrated knowledge of Medicare Home Health and/or Hospice Benefit Guidelines, including eligibility criteria, covered services, documentation requirements, and regulatory compliance.
Understanding of payer reimbursement patterns, including Medicare, Medicaid, and commercial insurance, to ensure accurate intake procedures and optimize agency reimbursement.
Physical Demands and Work Environment: The demands of this role necessitate a team member to effectively perform essential functions. Adaptations can be made to accommodate team members with disabilities. Regular standing, walking, and manual dexterity are fundamental, along with the ability to lift and move objects up to 25 pounds. Visual acuity requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. This description provides a general overview and may vary by role and department, capturing the nuanced demands and conditions inherent to positions in our organization.
