Intake Manager

Elite Home Health Care•New York, NY

20h•$75,000 - $85,000•Onsite

About The Position

The Intake Manager owns Elite Home Health Care’s intake department and the full referral-to-admission process for homecare services. The role manages the Intake Team Lead/Supervisor and Intake Coordinators, establishes daily priorities and coverage, and ensures referrals are handled quickly, accurately, and in compliance. The Intake Manager coordinates with Intake, Marketing, the Enrollment, Eligibility & Authorization unit, Coordination, and Staffing so clients can move from initial contact to start of care without delays or gaps. The role leads intake staff, oversees referral follow-up and admissions, guides clients and families through home care options and eligibility, and oversees initial assessments and insurance verification. It also maintains intake procedures and quality standards, reviews files for accuracy and compliance, addresses workflow and documentation issues, and reports performance metrics to the VP, Marketing & Intake and senior leadership. This is a full-time, on-site position in an office setting.

Requirements

At least 2 years of experience in home care intake or enrollment.
At least 1 year in a supervisory or management role.
Strong knowledge of New York State home care, including MLTC, CHHA, Medicaid, and Medicare intake and eligibility processes.
HHAeXchange experience required.
Proven ability to lead a team through high-volume, time-sensitive work.
Exceptional communication and interpersonal skills with clients, families, referral sources, and payors.
Highly organized and detail-oriented, with comfort tracking and reporting metrics.
Proficiency with Microsoft Office.
Ability to perform the essential duties, with reasonable accommodations available for individuals with disabilities.

Nice To Haves

ePaces experience preferred.

Responsibilities

Manage the intake team, set daily priorities and workflow, and ensure coverage during all business hours.
Hire, train, and onboard intake staff; conduct regular check-ins and performance reviews.
Set and enforce standards for intake calls, documentation, and follow-up.
Own the referral process from initial contact through admission and handoff to Coordination.
Ensure referrals are followed up on, tracked, and closed with a documented outcome.
Guide clients through obtaining home care services and support the intake team in doing so.
Oversee access to CHHA, MLTC, and PCA services.
Educate clients and families about eligibility criteria and available care options.
Oversee initial assessments to determine client needs and appropriate levels of care.
Review intake files for accuracy, completeness, and compliance with HIPAA, Medicare, Medicaid, NYS DOH LHCSA requirements, and payor standards.
Correct documentation issues and retrain staff when errors recur.
Oversee insurance verification and eligibility checks before admission.
Maintain and update intake policies, procedures, call scripts, and checklists.
Coordinate with the Enrollment, Eligibility & Authorization unit on fast-track and authorization-ready referrals, and work non-authorization-ready referrals through to readiness.
Partner with Marketing and Business Development on referral sources, updates, and changes.
Hand off complete admissions to Coordination and Staffing for care assignment.
Serve as the escalation point for complex referrals, client and family concerns, and workflow bottlenecks.
Track and report referral volume, referral-to-admission time, conversion rate, lost referrals and reasons, and file error rates.
Deliver regular reports to the VP, Marketing & Intake and senior leadership, and drive improvements based on performance data.
Own KPIs for referral-to-admission turnaround time, referral conversion rate, documented follow-up for every referral, and intake file accuracy/error rate.