Intake Director

Mom's Meals•Ankeny, IA

5d•Onsite

About The Position

Mom’s Meals, the leading national provider of refrigerated home-delivered meals in the healthcare market, is looking for an experienced Intake Director to lead our client intake teams. The Intake Director provides strategic leadership and oversight of all intake operations supporting members and participants served through commercial insurance plans, Medicare Advantage, state Medicaid programs, Managed Medicaid organizations, and Older Americans Act (OAA) nutrition programs. This role is responsible for ensuring the efficient, accurate, and compliant management of referrals, eligibility verification, service authorizations, enrollment processes, and related intake activities. The Intake Director collaborates closely with referral sources, payers, care managers, providers, and internal departments to facilitate seamless service access, optimize operational performance, and maintain regulatory compliance while delivering high-quality member experience. The Intake Director develops and manages intake workflows, performance metrics, quality standards, and staff development initiatives to ensure exceptional customer service and operational efficiency while supporting organizational growth and contractual compliance.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, Social Services, or related field
5+ years’ leadership experience in healthcare intake, care coordination, member services, healthcare operations, or a related field.
Minimum of 3 years managing teams in a healthcare, payer, population health, or social services environment
Experience working with Medicare, Medicaid, Managed Care Organizations, health plans, or government-funded programs
Advanced computer skills – Microsoft Office Suite, with focus on Word, Excel, and Outlook
Excellent verbal, telephone, and written communication skills
Ability to multi-task and handle numerous assignments simultaneously
Strong leadership skills and the ability to take initiative
Excellent listening and feedback skills
Ability to work well in a team environment
Effective training and meeting skills
Professional, positive, and enthusiastic attitude
Proven performance management, coaching, and counseling skills
Strong attention to detail and analytical skills
Strong ability in making decisions regarding day-to-day issues
Experience with process improvement initiatives
Strong background in monitoring data for future forecasting
Strong understanding of healthcare reimbursement and authorization processes
Knowledge of Medicare Advantage, Medicaid, and Older Americans Act programs
Familiarity with HIPAA, CMS regulations, and healthcare compliance requirements
Excellent leadership, coaching, and team development skills
Strong analytical and problem-solving abilities
Exceptional organizational and project management skills
Experience with CRM, intake management, care management, and reporting systems
Ability to manage multiple priorities in a fast-paced environment
Excellent written and verbal communication skills

Nice To Haves

Master’s degree
Experience with home-delivered meals, social determinants of health (SDOH), community-based services, or nutrition programs

Responsibilities

Direct and oversee all intake and enrollment activities from referral receipt through service activation
Establish, maintain, and continuously improve intake processes, policies, and procedures
Ensure accurate and timely processing of referrals from insurance companies, Medicaid agencies, Medicare Advantage plans, healthcare providers, hospitals, case managers, and community organizations
Monitor intake volumes and staffing levels to ensure service level agreements (SLAs) are consistently achieved
Develop escalation procedures for urgent referrals, service disruptions, and complex cases
Collaborate with operations, customer service, billing, and nutrition services teams to ensure seamless member onboarding
Ensure compliance with requirements established by Medicare Advantage plans, Medicaid Managed Care Organizations, state agencies, commercial insurers, and Older Americans Act programs
Oversee eligibility verification, benefit determination, authorization management, and documentation requirements
Maintain knowledge of payer-specific referral processes, service requirements, and contractual obligations
Serve as a primary operational contact for payer intake-related issues and performance concerns
Support implementation of new payer contracts and program launches
Recruit, train, develop, and manage intake supervisors and intake specialists
Establish performance expectations and conduct regular performance evaluations
Foster a culture of accountability, accuracy, customer service excellence, and continuous improvement
Provide coaching and support to staff handling complex member and provider interactions
Create workforce plans that align staffing resources with organizational growth
Ensure all intake activities comply with HIPAA, CMS regulations, Medicaid requirements, OAA program guidelines, and organizational policies
Monitor intake accuracy and documentation quality through audits and performance reviews
Develop corrective action plans when deficiencies are identified
Maintain readiness for payer audits, accreditation reviews, and regulatory inspections
Partner with Compliance and Quality departments to identify and mitigate operational risks
Develop and monitor key performance indicators (KPIs) including: Referral turnaround time, Enrollment completion rates, Authorization accuracy, Service activation timelines, Customer satisfaction metrics, Intake productivity measures
Analyze trends and recommend operational improvements
Prepare reports for executive leadership, clients, and payer partners
Utilize intake, CRM, and care management systems to improve operational efficiency and data integrity
Work closely with Sales, Commercial, Customer Success, Operations, Revenue Cycle Management, Nutrition Services, IT, and Customer Care teams
Support implementation of new technology solutions and workflow enhancements
Participate in strategic planning and growth initiatives
Collaborate with payer partners to address operational issues and improve member experience