Intake Manager

Mom's Meals•Ankeny, IA

1d•Hybrid

About The Position

The Intake Manager manages a team of Intake Specialists and Supervisors who handle incoming authorizations from Area Agencies on Aging, Managed Care Organizations, and Health Plans for home-delivered meals. The role also leads a Call Center serving ILOS, 1115, and PD/CC clients. It is highly collaborative and calls for experience leading cross-functional teams or projects, creating efficiencies, and iterating on processes. Candidates must be local to the Des Moines, Iowa area, within approximately 1–1.5 hours, and able to work successfully both remotely and in the office.

Requirements

Bachelor’s degree.
At least 5 years of work-related management experience with a background in the health, human services, managed care, or insurance industry.
Strong understanding of medical and ancillary benefit authorization processes, payor portals, and the claims denial process.
Strong problem-solving and analytical skills.
Experience driving process improvement activities.
Excellent verbal and written communication skills.
Ability to manage multiple priorities, demonstrate flexibility, and 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 the Des Moines, Iowa area, within approximately 1–1.5 hours, and able to work both 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 front-line employees and 5–8 supervisors.
Track and document employee performance formally and informally.
Complete employee 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 performance-based training for existing Intake Specialists and Call Representatives.
Answer questions from Intake Specialists and Call Representatives and handle customer escalations.
Manage productivity using department metrics to ensure workloads are handled efficiently and productively.
Formulate and implement rapid change and process improvements.
Work cross-functionally to support customer care, sales, and revenue cycle initiatives.
Lead weekly cross-functional operations meetings.
Lead monthly operational overview meetings for a cross-functional leadership team.
Build strong working relationships with referring health plan partners, case worker agencies, and other referral sources.