Home Health Intake Supervisor

Optimal Care•Bingham Farms, MI

3h•Hybrid

About The Position

Lead the team that connects patients with the care they need. As a Home Health Intake Supervisor, you'll oversee the critical first touchpoint in our patient journey - supervising intake coordinators who convert referrals into admissions while delivering exceptional customer service to patients, families, and referral sources. This leadership role is perfect for someone with home health or hospice experience who excels at coaching teams, optimizing processes, and driving results. You'll balance hands-on supervision with strategic oversight, ensuring your team handles every referral with efficiency, empathy, and expertise while meeting conversion goals that drive organizational growth. This role offers the opportunity to lead a critical function that directly impacts patient access to care and organizational growth. You'll have the autonomy to shape how your team operates while being supported by experienced management and collaborative colleagues. We provide a stable office-based work environment, opportunities for leadership development, and the chance to build and mentor a team. You'll play a key role by partnering with service lines to support their growth while ensuring every patient's first interaction with us is exceptional.

Requirements

High school diploma or GED
Demonstrated experience working with patients, families, and referral sources
Reliable transportation with valid automobile insurance
Strong interpersonal and communication skills
Demonstrated ability to effectively manage personnel and processes
Knowledge of home health care delivery and intake processes
Understanding of referral management and conversion strategies
Ability to train, coach, and develop team members
Problem-solving and conflict resolution capabilities
Strong organizational skills and attention to detail
Knowledge of compliance requirements and third-party payor systems
Customer service orientation with empathy for patients and families

Nice To Haves

Associate's degree
Prior experience in home health or hospice (strongly preferred)
Previous supervisory or team lead experience

Responsibilities

Supervise and coach a team of intake coordinators to deliver effective customer service
Provide training and education on intake processes, compliance, and best practices
Conduct performance evaluations in collaboration with the Intake Manager
Assign tasks, manage scheduling, and oversee team productivity
Participate in collaborative hiring to build a high-performing team
Facilitate problem-solving sessions to resolve referral and client source issues
Assign patient referrals using established systems in accordance with agency policy
Track all referrals received for trending reports and performance analysis
Monitor and manage assigned patient referrals and current patients in facilities or hospitals
Oversee conversion rates and implement strategies to improve referral-to-admission success
Ensure accurate data processing into company database systems
Manage documents and maintain organized referral tracking systems
Ensure delivery of excellent customer service throughout the referral-to-admission process
Monitor phone handling to ensure prompt responses using proper etiquette
Serve as liaison with referral sources, sales team, patients, families, and clinical staff
Provide warm handoffs during shift transitions to maintain continuity
Display and promote empathy when working with patients and families
Address and resolve escalated service issues effectively
Implement and monitor department policies, procedures, and workflows
Maintain current knowledge of federal, state, and local regulations
Identify and report potential payment or coverage problems with third-party payors
Enforce human resource policies and procedures consistently
Promote compliance across all intake operations
Generate reports for management on intake performance and interdepartmental needs
Coordinate staffing to ensure availability and competence of team members
Manage employee time-off requests and scheduling
Collaborate with Manager on payroll issues and employee problem resolution
Ensure team has in-depth knowledge of corporate and service line operational processes
Partner with Intake Management and other departments to support growth objectives
Maintain a safe environment for clients and coworkers