Intake Manager-Oconomowoc

Rogers Memorial Hospital•Oconomowoc, WI

About The Position

The Intake Manager oversees the Intake department at the Oconomowoc campus, providing leadership and mentorship to staff and coordinating the department’s day-to-day operations. The role manages leadership staff and supports hiring, onboarding, scheduling, staff development, performance management, and labor costs. It also monitors the daily intake process, supports complex cases, coordinates with internal departments and external facilities or referral sources, and helps ensure timely admissions and a positive patient experience. The Intake Manager establishes and maintains department policies, procedures, training materials, and documentation standards. The position supports complaint and incident investigations, resolves escalated complaints, identifies improvement opportunities, and ensures staff compliance with applicable organizational policies and regulatory requirements, including Joint Commission, HIPAA, EMTALA, and 42 CFR requirements. The role reports to and completes other duties as assigned by the Campus Vice President of Operations. The position requires flexibility to meet business and staffing needs, effective written and verbal communication, and the ability to work in a call-center atmosphere and use technology for extended periods. The schedule is Tuesday through Saturday, with scheduled on-call coverage and required holiday and weekend rotations.

Requirements

Associate’s degree required.
Minimum of two years’ 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.
Must be able to read and communicate using written, verbal, and auditory skills and abilities.
Must be physically and mentally able to perform job duties, as verified by a licensed physician’s post-employment physical examination.
Must be able to sit at a workstation and use technology and systems, including computers or laptops, monitors, phone systems, headsets, and typing, for extended periods.
Must be able to maintain focus in a call-center atmosphere.
Must be flexible with work assignments and schedule changes to meet business demands, staffing needs, and reporting structure.
Must be available for on-call coverage as scheduled and required holiday and weekend rotations.
Basic Life Support (BLS) - NSE and Nonviolent Crisis Intervention (NCI) - 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 leadership staff in the campus Intake department, including interviewing, hiring, and onboarding Intake Specialists and Receptionists and managing FTEs to budget.
Create staff schedules, plan coverage for PTO and other absences, monitor time and attendance, and manage labor costs to budget.
Provide leadership and support through effective communication and ongoing performance feedback; provide disciplinary action in accordance with policy with HR support as needed.
Develop and implement staff orientation and training processes; create and maintain training materials and documentation standards; coordinate training schedules; and provide continuing education on process and system enhancements.
Provide ongoing one-to-one support and coaching and conduct required performance reviews.
Monitor daily Intake department operations and flow, including coordinating with internal departments about capacity and capability 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 guidance to staff 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 or referral sources to support access to care.
Establish policies and procedures in support of the Intake department.
Assist with complaints and grievances related to admissions, investigate incident reports, resolve complaints escalated to leadership, engage the manager as needed, and recommend opportunities for improvement.
Understand and apply policies and procedures for external regulatory requirements, including Joint Commission, HIPAA, EMTALA, and 42 CFR; attend development opportunities to increase regulatory awareness.
Conduct oneself professionally, respond to inquiries and complete tasks in a timely manner, communicate positively, seek constructive resolutions to peer issues, escalate concerns with proposed solutions, and attend meetings prepared with data.
Promote department goals and the mission of Rogers Behavioral Health, comply with culture agreements and hospital policies, and maintain a positive and professional attitude toward patients’ families, visitors, vendors, and others.
Comply with hospital policies and procedures, including Human Resources, Infection Control, and Employee Health policies.
Complete other duties as assigned by the Campus Vice President of Operations.