Job Description

Position Summary

The Intake Manager is responsible for managing a team of Intake Specialists and Supervisors handling incoming authorizations from Area Agencies on Aging, Managed Care Organizations, and Health Plans for home delivered meals. The Intake Manager is also responsible for leading a Call Center dedicated to ILOS, 1115, and PD/CC clientele. This role is highly collaborative, requiring a strong history of leading cross-functional teams or projects. Extensive experience creating efficiencies and process iteration are keys to success in this role.

Interested candidates must be local to the Des Moines, IA area (within 1-1.5 hours) and able to work successfully both remotely and in-office.

Position Responsibilities may include, but not limited to

• Manage a team of approximately 100 front-line employees and 5-8 supervisors
• Track and document employee performance both formally and informally
• Complete employee performance reviews
• Create and distribute reports as needed or as requested by senior leadership
• Train, motivate, develop, and coach employees to drive case manager satisfaction, accuracy, efficiency, and performance
• Determine training requirements for new hires and additional performance-based training for existing Intake Specialists and Call Representatives, as needed
• Answer questions from Intake Specialists/Call Representatives and handle customer escalations
• Manage productivity based on department metrics to ensure workloads are being handled in an efficient and productive manner
• Formulate and implement rapid change and process improvements
• Work cross-functionally to support customer care, sales, and revenue cycle initiatives
• Lead weekly cross-functional operation meetings
• Lead monthly operational overview meetings to a cross functional leadership team
• Create strong working relationships with referring health plan partners, case worker agencies, and other referral sources.

Required Skills and Experience

• Bachelor’s degree
• 5+ years’ work-related management experience with a background in the health, human services, managed care, or insurance industry
• Strong understanding of medical and ancillary benefit authorization process, payor portals, and the claims denial process
• Strong problem solving and analytical skills
• Experience driving process improvement activities
• Excellent verbal and written communication skills
• Ability to manage multiple priorities, demonstrated flexibility, and ability to adapt and implement change in a timely and effective manner
• Proficient in Microsoft Office, especially Outlook, Word, and Excel
• Strong relationship building skills with payers and external/internal customers
• Excellent attention to detail to avoid administrative error

Preferred Skills and Experience

• Some post-graduate work
• Experience with Salesforce, Genesys, Secure File Transfers, and payer web portals

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