Director / Vice President, Intake OperationsAmbulatory Infusion Center | Specialty Pharmacy | Home InfusionPosition SummaryThe Director / Vice President of Intake Operations is a senior leadership role responsible for overseeing all intake functions across Pure Infusion's Ambulatory Infusion Centers, Specialty Pharmacy, and Home Infusion Services. This role leads the end-to-end intake process-from referral and order entry through benefits verification, prior authorization, and scheduling-to ensure a seamless, compliant, and patient-centered onboarding experience.
This leader drives operational excellence, supports organizational growth initiatives, and ensures alignment between intake operations, revenue cycle performance, and patient satisfaction. The role partners cross-functionally with clinical, sales, finance, and compliance teams to improve access to care and optimize financial outcomes.
Key ResponsibilitiesOperational Leadership & Execution- Lead day-to-day intake operations, including referral processing, order entry, insurance verification, prior authorizations, and patient scheduling
- Manage workflow, productivity, service delivery, and team performance across intake teams
- Ensure timely and accurate transition from referral to therapy initiation
- Allocate resources and adjust staffing to meet volume demands and service level expectations
- Monitor staff performance, attendance, and scheduling to ensure operational efficiency
Strategic Planning & Growth- Partner with executive leadership to develop and execute annual business plans and departmental goals
- Lead planning, implementation, and oversight of growth initiatives across infusion services
- Identify and implement scalable processes to support organizational expansion
- Monitor progress toward strategic objectives and report performance to senior leadership
Process Improvement & Operational Excellence- Design, implement, and optimize SOPs, workflows, and organizational structures
- Drive continuous improvement initiatives focused on quality, efficiency, and cost control
- Track and analyze KPIs such as referral turnaround time, authorization cycle time, intake accuracy, and patient access metrics
- Ensure adherence to SLAs and drive performance improvements through data analysis
Revenue Cycle & Reimbursement Support- Oversee insurance benefit investigation, eligibility verification, and prior authorization processes
- Partner with billing teams and external vendors to resolve reimbursement and claims issues
- Ensure accurate documentation to support clean claims and minimize denials or delays
- Collaborate with payer contracting and business development teams on reimbursement trends and issues
Customer & Stakeholder Engagement- Serve as a key liaison between intake, clinical teams, billing, and commercial functions
- Partner with Sales and provider offices to enhance patient and physician satisfaction
- Manage relationships with referring providers and external stakeholders
- Develop and implement solutions to improve customer experience and service delivery
Financial & Budget Management- Develop, manage, and execute departmental budgets
- Monitor expenses and identify opportunities for cost optimization
- Ensure alignment between operational performance and financial goals
Talent Development & Leadership- Recruit, hire, train, and develop high-performing intake teams
- Foster a culture of accountability, collaboration, and continuous improvement
- Coach and mentor managers and staff to build leadership capability
- Establish performance metrics and conduct regular evaluations
Compliance & Regulatory Oversight- Ensure compliance with all federal, state, and accreditation standards (e.g., ACHC, URAC, HIPAA)
- Maintain quality assurance programs and internal controls
- Support audits and ensure readiness for regulatory reviews
QualificationsEducation & Experience- Bachelor's degree required; Master's degree (MBA, MHA, or related field) preferred
- Director level: Minimum 8-10 years of experience in intake, reimbursement, or infusion operations, with 5+ years in leadership
- VP level: Minimum 12-15+ years of progressive leadership experience in infusion services, specialty pharmacy, or healthcare operations
Core Competencies- Deep knowledge of infusion intake workflows, including benefits verification, prior authorization, and reimbursement processes
- Strong understanding of payer requirements, medical billing, and revenue cycle management
- Proven ability to lead large teams (20+ FTEs) in a high-volume, fast-paced environment
- Experience with infusion or pharmacy management systems and electronic medical records
- Demonstrated success in process improvement, KPI management, and operational scaling
- Strong analytical, problem-solving, and decision-making skills
- Excellent communication and stakeholder management abilities
- Ability to influence cross-functional teams and drive organizational change
Key Success Metrics- Referral-to-treatment turnaround time
- Authorization and intake accuracy rates
- Patient and provider satisfaction scores
- Revenue cycle performance (clean claim rate, denial reduction, AR improvement)
- Staff productivity and engagement
