Intake Manager

Overview

Summary:

The Intake Manager will provide oversight for the Intake department across all campuses. This includes providing leadership and mentorship to Intake department staff, as well as coordinating day-to-day operations of the Intake function.

• Maintain working knowledge of the job duties of the Intake Supervisor, Lead Intake Specialist, Intake Specialist, and Receptionist.
• Responsible for managing the leadership staff of the campus intake department with duties that include:
• Interviewing, hiring and onboarding of intake specialists and receptionists and managing FTEs to budget
• Creating staff schedules, planning for coverage of staff PTO or time away from work, monitoring staff time and attendance and manage labor costs to budget.
• Provide leadership and support to staff via effective communication and ongoing performance feedback. May provide disciplinary action in accordance with policy and with the support of HR, as needed.

• Manage and support the development of all Intake staff:
• Provide the development of and implementation of orientation and training processes for staff.
• Create and maintain training materials and documentation standards.
• Coordinate training schedule with applicable stakeholders.
• Provide continuing education for intake staff members on process and system enhancements.
• Provide ongoing 1:1 support, coaching and required performance reviews.

• Monitor daily flow of intake department:
• Collaborate and communicate with internal departments regarding capability and capacity to admit patients.
• Oversee completion and follow up of daily audits.
• Review reports to address safety and patient experience with intake process that need to be completed and timeliness of admission flow.
• Provide support and guidance to staff members on cases that present with complexities.
• Ensure staff are adhering to policies and procedures.
• Maintain communication with leadership team.

• Collaborate with internal departments and external facilities/referents as it relates access to care.
• Establish policies and procedures in support of Intake department function.
• Assist in resolution of complaints and grievances related to the admissions process:
• Assist in investigation of incident reports.
• Resolve complaint calls escalated to leadership and engage manager in as needed.
• Provide recommendations for opportunities for improvement.

• Complete other duties as assigned by Campus Vice President of Operations.
• Understand and apply policies and procedures in accordance with external regulatory agencies:
• Including, but not limited to:
  Joint Commission, Health Information Portability and Accountability Act (HIPAA), Emergency Medical Treatment & Labor Act (EMTALA), 42 Code of Federal Regulations (CFR) and other regulatory agency compliance regulations.
• Attend and participate in development opportunities to increase involvement and awareness of regulations.

• Conduct self in a professional manner:
• Demonstrate organization skills that promote timely response to all inquiries and task completion.
• Communicate with all individuals in a positive and professional manner.
• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
• Communicate concerns up to supervisor and provide solutions for the same.
• Attend meetings and is prepared with data
• Demonstrate a positive and professional attitude toward parties outside Rogers Behavioral Health (patient's families, visitors, vendors, etc.).
• Comply with the Hospital's policies and procedures, including Human Resources, Infection Control and Employee Health policies and procedures.

• Be available for on-call coverage as scheduled. Holiday and weekend rotations required.
• Promote department goals and Mission of Rogers Behavioral Health:
• Comply with Rogers culture agreements and all Hospital's policies and procedures.

Schedule:

Monday-Friday with on-call rotation. Will require you to stay connected with evening, NOC, and weekend staff.

• Associate's Degree required. Bachelor's Degree or actively pursuing Bachelor's Degree preferred.
• Minimum of two (2) years' experience in healthcare admissions or patient access.
• Supervisory or lead experience within proven results.
• Completion of required trainings under Rogers' policies.
• Electronic medical record software experience.
• Knowledge of insurance providers.
• Computer skills (including but not limited to: utilizing multiple platforms, Microsoft applications, basic troubleshooting) required.
• Knowledge of medical terminology preferred.
• Knowledge of level of care medical necessity criteria.

• With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:
• Health, dental, and vision insurance coverage for you and your family
• 401(k) retirement plan
• Employee share program
• Life/disability insurance
• Flex spending accounts
• Tuition reimbursement
• Health and wellness program
• Employee assistance program (EAP)

Through United Healthcare, UMR and Health

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