Overview:
We're looking for an Intake Lead for our growing Home Health business!
The Home Health Intake Lead oversees the daily operations of the centralized intake function, ensuring timely and accurate processing of referrals across multiple branch locations. This role serves as the primary resource for intake staff, referral sources, branch leaders, and clinical teams, helping to drive referral conversion, improve patient access, and ensure compliance with home health regulations and payer requirements.
The Intake Lead balances hands-on intake responsibilities with team leadership, workflow oversight, training, and performance monitoring. This position works closely with scheduling, clinical leadership, human resources, account executives and branch operations teams to support organizational growth and exceptional customer service.
Responsibilities:
Intake Operations
- Lead daily intake operations for multiple home health locations.
- Monitor referral pipelines to ensure timely processing and conversion of referrals to admissions.
- Review referrals for completeness, payer eligibility, service availability, and compliance requirements.
- Coordinate with referral sources, physicians, hospitals, case managers, account executives and internal clinical teams to obtain necessary documentation.
- Ensure referrals are processed accurately and within established service-level expectations.
- Support intake staff during periods of high volume and assist with complex referral situations.
- Ensure intake is staffed after hours and weekends for timely processing of referrals 7 days a week.
Team Leadership
- Provide day-to-day guidance, coaching, and support to Intake Coordinators and Intake Specialists.
- Assist with onboarding and training of new intake team members.
- Monitor workloads and adjust assignments to maintain productivity and service levels.
- Identify opportunities for process improvement and operational efficiency.
- Participate in performance management activities, including feedback, coaching, and development planning.
Customer Service & Relationship Management
- Promote a customer-focused culture that delivers exceptional service to patients, families, referral partners, and internal stakeholders.
- Resolve escalated referral or intake concerns promptly and professionally.
- Build collaborative relationships with branch leaders, clinical managers, and external referral sources.
Compliance & Quality
- Ensure intake processes comply with Medicare, Medicaid, commercial payer, and accreditation requirements.
- Maintain accurate documentation within the electronic medical record and related systems.
- Monitor key performance indicators such as referral response time, conversion rates, admission timeliness, and intake accuracy.
- Support audits and quality improvement initiatives as needed.
Reporting & Analytics
- Track and report intake metrics, trends, and operational performance.
- Identify barriers to referral conversion and recommend corrective actions.
- Assist leadership in forecasting staffing and workflow needs based on referral volume.
Qualifications:
Education
- High school diploma or equivalent required.
- Associate's or Bachelor's degree in healthcare administration, business, or a related field preferred.
Experience
- Minimum of three years of healthcare intake, admissions, scheduling, or related operational experience.
- Minimum of one year of leadership, supervisory, or lead experience preferred.
- Home health, hospice, or post-acute care experience strongly preferred.
- Experience working with Medicare, Medicaid, and commercial insurance verification processes preferred.
Knowledge, Skills & Abilities
- Strong understanding of home health referral and admission processes.
- Knowledge of payer authorization and insurance verification requirements.
- Excellent organizational and prioritization skills.
- Strong customer service and relationship-building abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with electronic medical records, scheduling systems, and Microsoft Office applications.
- Strong verbal and written communication skills.
- Ability to analyze operational data and drive process improvements.
Physical Requirements
- Ability to remain seated and work at a computer for extended periods.
- Ability to communicate effectively by phone, video conference, and in person.
- Ability to occasionally lift up to 15 pounds.
CareRing Health, LLC is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law.