Intake Manager

Big Bend Hospice•Tallahassee, FL

7d•$49,000 - $54,000

About The Position

Big Bend Hospice (BBH) is your “Hometown Hospice” providing compassionate end-of-life care for over 40 years to the Big Bend region. Guided by our values of integrity, respect, and excellence, we are seeking an experienced Intake Manager to join our team. The ideal candidate for the Intake Manager oversees the daily operations of the centralized referral and intake process for Hospice, Home Health, and Outpatient Palliative Care services. This role plays a critical part in improving workflow efficiency, supporting organizational growth, and ensuring a compassionate and seamless experience for patients, families, and referral partners. We are seeking a strong leader who can manage a fast-paced intake environment, support team development, and maintain compliance with healthcare regulations while ensuring timely and accurate processing of referrals.

Requirements

High School Diploma or GED required.
Minimum of two years of administrative or clerical experience.
Current Florida Driver’s License
Valid auto insurance and reliable transportation
Commitment to BBH’s core values: integrity, compassion, and accountability
Excellent verbal and written communication skills.
Strong customer service experience in a healthcare environment managing a high volume of calls.
Proven ability to work in a fast-paced, multi-tasking environment with strong prioritization skills.
Ability to supervise staff, provide feedback, and support professional development.
Ability to prioritize tasks and delegate responsibilities when appropriate.
Strong organizational skills and attention to detail.
Ability to maintain patient confidentiality in accordance with HIPAA regulations.
Strong time management and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Familiarity with electronic medical record (EMR) systems.

Nice To Haves

Associate degree preferred.
One year of management or supervisory experience in a customer service or healthcare environment preferred.
Experience in the medical field or healthcare intake environment preferred.

Responsibilities

Oversee intake operations for Hospice, Home Health, and Outpatient Palliative Care programs, ensuring timely and efficient processing of all incoming referrals.
Develop, implement, and enforce standardized intake workflows and standard operating procedures (SOPs) to ensure consistency and operational efficiency.
Ensure regulatory compliance with applicable requirements, including Medicare regulations, state guidelines, and Conditions of Participation.
Monitor key performance indicators (KPIs) such as conversion rates, response times, referral-to-admission turnaround times, and payer authorization timelines.
Manage intake team staffing, scheduling, and productivity to maintain adequate coverage and support organizational goals.
Train, mentor, and support intake team members to ensure competency, professional development, and high-quality service delivery.
Conduct employee interviews, hiring, onboarding, and training in collaboration with department leadership.
Provide ongoing performance coaching, feedback, and evaluations to support employee growth and accountability.
Resolve escalated referral issues, payer verification concerns, and other complex intake-related matters in a timely and professional manner.
Collaborate with the Admissions Manager, Community Education Manager, Finance Team, and Director of Access and Growth to ensure coordinated referral management and operational alignment.
Monitor and track daily utilization of centralized referrals and provide weekly utilization reports to leadership.
Maintain and monitor the pending referral list to ensure timely follow-up and appropriate documentation.
Communicate with patients and families to provide initial hospice information in a compassionate and professional manner.
Guide patients and families through the admissions process and coordinate with admissions team members to ensure all required steps are completed.
Schedule admission visits and coordinate distribution of necessary documentation and forms.
Initiate and maintain patient records in the electronic medical record (EMR) system and ensure accurate documentation throughout the referral and admission process.
Coordinate the patient care reimbursement process with the Finance Department, insurance companies, case managers, and other payer sources.
Communicate patient information to and from clinical staff while maintaining accurate and timely patient records.
Coordinate ordering of equipment or supplies requested by admissions nurses or social workers.
Provide prompt communication to Patient Care Managers, clinical teams, and community partners regarding new referrals and patient assignments.
Participate in Quality Assessment and Performance Improvement (QAPI) initiatives and performance improvement projects.
Maintain working knowledge of Hospice Medicare and Medicaid Conditions of Participation and program capabilities.
Participate in on-call rotation as required.
Achieve deliverables outlined upon hire.
Other duties as assigned.