Director of Intake

Optimal Care•Bingham Farms, MI

9h•$100,000 - $110,000•Onsite

About The Position

Optimal Care is a clinician-owned and operated organization dedicated to providing personalized, compassionate care to patients and families. We are a leading provider of Physician Services, Home Health, and Hospice, focused on improving outcomes and enhancing quality of life. We have been certified as a Great Place to Work for 6 consecutive years and are committed to supporting our team members' professional growth and creating an environment where they can do their best work. Our mission is to Serve Together, Provide Value, and Deliver Exceptional Quality Care.

Requirements

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

Nice To Haves

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

Responsibilities

Assume responsibility and oversight for the management and operations of the Intake Department, ensuring successful operation at all times.
Manage all aspects of the referral process, including conversion of referrals to organization, admission for all service lines, and processes for prompt responses to referral inquiries.
Develop and maintain strong, positive relationships with referral sources, patients, families, and interdepartmental teams.
Ensure efficient and effective workflows and processes within the department for an expedited, efficacious, and customer-friendly referral and onboarding experience.
Ensure processes are in place for prompt and courteous phone answering.
Manage department supervisors and staff, including hiring, training, coaching, task assignment, scheduling, and performance evaluation.
Develop, implement, and monitor department policies, procedures, workflows, quality improvement initiatives, and key performance indicators to maintain compliance and support high-quality customer service.
Facilitate interdepartmental collaboration with the sales team, triage department, service lines, and operational leadership.
Ensure processes are in place and followed for assigning referrals according to administrative policies per service line.
Develop and provide oversight for care coordination and communication processes to referral sources, ensuring all relevant information regarding company services is included.
Develop and provide oversight for the onboarding of patients specific to each service line's needs.
Serve as and ensure the Intake Department functions as the primary lead for the referral process.
Properly disseminate appropriate information, including referrals, to company staff.
Execute plans for excellent customer service throughout the referral to admission process.
Manage and ensure preparedness of all documents and track all collective referrals received by the agency for trending reports (pending admissions, active admissions, readmissions, non-admissions).
Demonstrate knowledge in all levels of care provided by the company for intake service delivery.
Manage and direct a team to ensure effective and appropriate customer service for internal and external customers.
Coordinate and direct staffing to ensure the availability and competence of staff to respond to and promote quality services to referral and community sources.