Intake Manager

Mom's Meals•Ankeny, IA

3d•Hybrid

About The Position

The Intake Manager leads Intake Specialists and Supervisors who process incoming authorizations for home-delivered meals from Area Agencies on Aging, Managed Care Organizations, and Health Plans. The role also leads a call center serving ILOS, 1115, and PD/CC clientele. It calls for collaborative leadership of cross-functional teams or projects and a strong record of improving efficiency and iterating on processes. Candidates must be local to the Des Moines, Iowa area—within 1 to 1.5 hours—and able to work successfully remotely and in-office.

Requirements

Bachelor’s degree.
At least 5 years of work-related management experience, with a background in health, human services, managed care, or insurance.
Strong understanding of medical and ancillary benefit authorization processes, payer portals, and claims denial processes.
Strong problem-solving and analytical skills.
Experience driving process improvement activities.
Excellent verbal and written communication skills.
Ability to manage multiple priorities, demonstrated flexibility, and ability to adapt to and implement change in a timely and effective manner.
Proficiency in Microsoft Office, especially Outlook, Word, and Excel.
Strong relationship-building skills with payers and external and internal customers.
Excellent attention to detail to avoid administrative errors.
Local to within 1–1.5 hours of Des Moines, Iowa, and able to work successfully remotely and in-office.

Nice To Haves

Some post-graduate work.
Experience with Salesforce, Genesys, secure file transfers, and payer web portals.

Responsibilities

Manage approximately 100 frontline employees and 5–8 supervisors.
Track and document employee performance, formally and informally, and conduct performance reviews.
Create and distribute reports as needed or requested by senior leadership.
Train, motivate, develop, and coach employees to improve case manager satisfaction, accuracy, efficiency, and performance.
Determine training requirements for new hires and additional performance-based training for existing Intake Specialists and Call Representatives.
Answer questions from Intake Specialists and Call Representatives and handle customer escalations.
Manage productivity against department metrics to ensure workloads are handled efficiently.
Formulate and implement rapid changes and process improvements.
Work cross-functionally to support customer care, sales, and revenue cycle initiatives.
Lead weekly cross-functional operations meetings and monthly operational overview meetings with a cross-functional leadership team.
Build strong working relationships with referring health plan partners, case worker agencies, and other referral sources.