Director of Intake

Key Responsibilities 

The Director of Intake assumes responsibility and oversight for the management and operations of the Intake Department ensuring the department operates successfully at all times. This role is responsible for all aspects of the referral process including, but not limited to, conversion of the referral to organization, admission for all service lines, processes to ensure prompt responses to referral inquiries, developing and maintaining strong, positive relationships with referral sources, patients, and families and interdepartmental teams. The Director of Intake is responsible for efficient, effective workflows and processes within the department to ensure expedited, efficacious and customer-friendly referral and onboarding experience. They will ensure processes are in place so that phones are answered promptly and with courtesy and respect for all callers. The Director of Intake shall manage department supervisors and staff, including hiring, training, coaching, task assignment, scheduling, and performance evaluation. The Director of Intake develops, implements, and monitors department policies, procedures, workflows, quality improvement initiatives, and key performance indicators to maintain compliance and support high-quality customer service. This facilitates interdepartmental collaboration with the sales team, the triage department, each service line, and operational leadership to build and sustain an effective department that supports the growth of the organization. 

In this role you will be responsible for: 

• Ensure processes are in place and followed for the assigning of referrals utilizing an established system for patient referrals in accordance with the Administrative policies per service line.
• Develops and provides oversight to ensure care coordination and communication processes to referral sources contain all relevant information regarding company services.
• Develops and provides oversight for the onboarding of patients specific to each service line needs.
• Serves as and ensures the Intake Department functions as the primary lead for the referral process.
• Properly disseminates appropriate information including referrals to company staff.
• Executes on plans for the delivery of excellent customer service at all times during the referral to admission process.
• Manages and ensure preparedness of all documents and tracks all collective referrals received by the agency for trending reports, this includes pending admissions, active admission, readmissions and non-admissions.
• Demonstrates knowledge in all levels of care that the company provides for intake service delivery.
• Manages and directs a team, to ensure the delivery of effective and appropriate customer service for both internal and external customers.
• Coordinates and directs staffing to ensure the availability and competence of staff to respond to and promote quality services to referral and community sources.

Required Qualifications 

• High School Diploma or GED
• Demonstrated experience working with patients and families through co-morbid illness, end-of-life and grief-related issues
• Prior experience in Home Health, hospice or physician services
• Interpersonal skills and ability to communicate effectively with staff and take patient referrals
• Demonstrates ability to effectively manage personnel and processes

Desired Qualifications 

• Associate's degree preferred
• Prior experience clinical experience is nursing or other medical profession

Location 

• Office Location: Bingham Farms, MI
• Travel expected between offices

Hours 

• 8:00 am – 5:00 pm, Monday through Friday