Intake Manager-Oconomowoc

Rogers Behavioral Health•Oconomowoc, WI

About The Position

The Intake Manager provides oversight for the Intake department at the Oconomowoc campus, leading and mentoring staff and coordinating day-to-day operations. The role manages department leadership staff and supports hiring, onboarding, scheduling, staffing coverage, attendance, labor costs, performance feedback, and staff development. The manager oversees training and documentation, daily department flow and audits, admission capacity coordination, patient safety and experience reporting, complex cases, compliance with policies, and communication with internal departments, external facilities, referents, and organizational leadership. The position also helps establish Intake department policies and procedures, supports investigations and resolution of complaints and grievances related to admissions, and recommends improvements. The manager applies requirements from external regulatory agencies, including Joint Commission, HIPAA, EMTALA, and 42 CFR, and participates in development opportunities to maintain regulatory awareness. The role requires professional communication and conduct, compliance with hospital policies, and support of Rogers Behavioral Health’s culture and mission. Other duties may be assigned by the Campus Vice President of Operations.

Requirements

Associate's degree required.
At least two years of experience in healthcare admissions or patient access.
Supervisory or lead experience with proven results.
Completion of required trainings under Rogers’ policies.
Electronic medical record software experience.
Knowledge of insurance providers.
Computer skills, including use of multiple platforms and Microsoft applications and basic troubleshooting.
Ability to read and communicate using written, verbal, and auditory skills.
Ability to use technology and systems, including computers or laptops, monitors, phone systems, headsets, and typing, for extended periods.
Ability to maintain focus in a call-center atmosphere.
Ability to sit at a workstation for extended periods.
Flexibility with work assignments and schedule changes to meet business demand, staffing, and reporting needs.
Must be physically and mentally able to perform job duties, as verified by a post-employment physical examination by a licensed physician.
Tuesday through Saturday schedule; availability for scheduled on-call coverage and required holiday and weekend rotations.
Basic Life Support (BLS) and Nonviolent Crisis Intervention (NCI) training, listed as NSE.

Nice To Haves

Bachelor’s degree or actively pursuing a bachelor’s degree.
Knowledge of medical terminology.
Knowledge of level-of-care medical necessity criteria.

Responsibilities

Maintain working knowledge of the duties of the Intake Supervisor, Lead Intake Specialist, Intake Specialist, and Receptionist.
Manage Intake department leadership staff, including interviewing, hiring, and onboarding intake specialists and receptionists and managing FTEs to budget.
Create staff schedules, plan coverage for staff time away, monitor attendance, and manage labor costs to budget.
Provide leadership and support through effective communication and ongoing performance feedback; take disciplinary action in accordance with policy and with HR support as needed.
Develop and implement staff orientation and training processes, maintain training materials and documentation standards, coordinate training schedules, and provide continuing education on process and system enhancements.
Provide ongoing one-to-one support, coaching, and required performance reviews for Intake staff.
Monitor daily Intake department flow and communicate with internal departments about capability and capacity to admit patients.
Oversee completion and follow-up of daily audits and review reports related to safety, patient experience, and timeliness of admission flow.
Provide staff guidance on complex cases and ensure staff adhere to policies and procedures.
Maintain communication with the leadership team and collaborate with internal departments and external facilities and referents to support access to care.
Establish policies and procedures supporting the Intake department’s function.
Assist with resolving admissions-related complaints and grievances, investigating incident reports, responding to complaints escalated to leadership, and engaging the manager as needed.
Recommend opportunities for improvement.
Understand and apply policies and procedures required by regulatory agencies, including Joint Commission, HIPAA, EMTALA, and 42 CFR, and attend development opportunities to increase regulatory awareness.
Conduct oneself professionally, respond to inquiries and complete tasks in a timely manner, communicate positively, seek constructive resolution of peer issues, and escalate concerns with proposed solutions.
Attend meetings prepared with data and maintain a professional attitude toward patients’ families, visitors, vendors, and other external parties.
Comply with hospital policies and procedures, including Human Resources, Infection Control, and Employee Health policies, and promote department goals and Rogers Behavioral Health’s mission and culture agreements.
Perform other duties as assigned by the Campus Vice President of Operations.