Intake Operations Supervisor
About The Position
The Supervisor, Sales Support & Patient Intake leads the Sales Support and Intake Operations teams through the Dayspring order journey, from initial referral through documentation collection and order fulfillment. The role centers on people leadership, building a collaborative team culture, developing staff, removing obstacles, and coordinating work so the teams operate as one unit. The supervisor also ensures orders are processed accurately, compliantly, and on time. The position oversees team performance and operations, including documentation collection and processing, escalation of complex intake issues, monitoring KPIs, coordinating with internal partner teams, maintaining standardized processes, and supporting compliance with payer and regulatory requirements. The role maintains patient records in Salesforce.com and other systems and contributes to process improvement initiatives. This is a home-based role involving frequent communication with team members, sales, internal partners, healthcare providers, and patients. It requires handling sensitive patient information in compliance with HIPAA. Physical requirements include regular talking or hearing; frequent use of hands or fingers; occasional standing, walking, sitting, reaching, and lifting or moving up to 25 pounds. The work environment is usually low to moderate in noise.
Requirements
- At least 5 years of experience in sales support, patient intake, customer service, healthcare administration, or the DME industry.
- Demonstrated passion for developing people and building strong, cohesive teams.
- Strong coaching, motivational, and conflict-resolution skills.
- Excellent organizational, time-management, and multitasking abilities.
- Effective oral and written communication and relationship-building skills across all organizational levels.
- Ability to lead confidently and resourcefully in a fast-paced, deadline-driven, growing company.
- Proactive, solutions-oriented mindset and sound judgment under pressure.
- Proficiency in CRM systems and Microsoft Office.
- High ethical standards and sound judgment when handling sensitive patient information.
Nice To Haves
- Bachelor's degree.
- At least 2 years of experience leading, supervising, or mentoring a team.
- Experience with benefit verification, medical documentation, or order processing.
- Experience with Salesforce.com.
Responsibilities
- Lead, coach, and support a combined team of Sales Support and Intake Operations Representatives, fostering a connected team culture.
- Hold regular one-on-ones, team huddles, and performance check-ins.
- Recruit, onboard, and train new team members, including building structured ramp plans.
- Identify development opportunities and create cross-training pathways between Sales Support and Intake Operations.
- Recognize team and individual achievements and foster a positive, high-trust work environment.
- Conduct performance evaluations, set goals with team members, and address performance concerns fairly and consistently.
- Manage team scheduling, workload balancing, and PTO coverage.
- Ensure collection, verification, and processing of documentation needed for order fulfillment, including patient demographics, physician orders, and supporting clinical documentation; provide basic benefit investigation support as needed.
- Escalate complex order, intake, or documentation issues that the team cannot resolve independently.
- Monitor team KPIs, including order accuracy, turnaround time, referral conversion, and documentation completeness, and work with the team to address risks to targets.
- Partner with Sales, Reimbursement Operations, Billing, and Fulfillment to reduce friction and hand-off delays.
- Build and champion standardized processes across Sales Support and Intake Operations to improve consistency, efficiency, and experience.
- Maintain working knowledge of third-party payer guidelines in the Company's Payer Library to support Reimbursement Operations.
- Ensure team practices reflect current HIPAA, TJC, and other federal and state regulatory requirements, including requirements for federally funded healthcare programs concerning fraud, waste, and abuse; promptly elevate compliance concerns and take appropriate action on reported issues.
- Maintain accurate records, including patient protected health information, in Salesforce.com and other internal systems.
- Contribute to continuous process improvement initiatives that enhance team efficiency and the patient and referral experience.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
