Intake Supervisor - Acute

Infucare Rx Inc on behalf of itself and its subsidiaries• US,

3d•Onsite

About The Position

The Intake Supervisor leads the team that turns acute home infusion referrals into safe, timely, fully authorized starts of care at InfuCare Rx®. Acute referrals often arrive at hospital discharge with same-day or next-day start expectations, so this role balances speed with clinical and financial accuracy. The supervisor manages daily referral flow, staff productivity and quality, and escalations with hospital case managers, prescribers, payers and internal pharmacy and nursing teams. They own intake metrics such as referral-to-start time, conversion rate and clean-claim readiness, and they keep the team compliant with payer, HIPAA, URAC/ACHC and company policy requirements.

Requirements

High School diploma or equivalent.
Minimum of (5) years’ experience as an Intake Manager or Supervisor
Excellent Communication skills including reading, writing, and speaking to effectively handle position responsibilities.
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Computer skills and knowledge of how to enter and access data.
Knowledge of Excel, Internet, and Word Processing.
Understand how to calculate and check for correct doses of medication.
Ability to calculate figures and amounts such as percentages.
Must demonstrate strong attention to detail.
Possess ability to prioritize, perform multiple tasks at one time, and have good organizational skills.
Work under stress effectively.
Effective management skills and expertise in their skill set.

Nice To Haves

A college degree is preferred.
Experience working in a Specialty Infusion Pharmacy as a Supervisor or Lead.
Experience with CPR+ Pharmacy Management System.

Responsibilities

Hire, onboard, train and coach intake staff; conduct performance reviews, corrective action and recognition.
Build daily and on-call schedules that cover referral volume, discharge peaks, weekends and holidays.
Assign and balance work queues by referral priority, payer type and staff skill level.
Serve as the first escalation point for complex, urgent or stalled referrals.
Oversee receipt and processing of acute referrals from hospitals, physician offices, skilled nursing facilities and liaisons via fax, e-referral portals and phone.
Ensure every referral has a complete packet: orders, demographics, insurance, clinicals, H&P, labs, access device and discharge date.
Coordinate with pharmacists, nursing, delivery and reimbursement to confirm clinical appropriateness, drug availability and a start-of-care date.
Track pending, accepted, declined and lost referrals, and document decline reasons accurately.
Ensure accurate verification of Medicare Part B/D, Medicaid, commercial and managed care benefits for drug, supplies, per diem and nursing.
Oversee prior authorization submission and follow-up so authorizations are obtained before start of care.
Confirm patient financial responsibility is estimated and communicated before service, and connect patients to financial assistance when needed.
Monitor payer contract and policy changes and update team workflows accordingly.
Build strong relationships with hospital case managers, discharge planners, prescribers and sales liaisons.
Provide timely status updates to referral sources and resolve service issues or complaints.
Partner with sales on referral source feedback, lost-referral trends and account growth opportunities.
Audit intake files for completeness, accuracy, and documentation standards; drive corrective action.
Maintain compliance with HIPAA, Medicare and Medicaid requirements, accreditation standards (URAC, ACHC or Joint Commission) and company policy.
Produce and review daily, weekly and monthly intake reports, and present trends and improvement plans to leadership.
Identify workflow gaps and lead process improvements, including EHR/pharmacy system optimization (e.g., CPR+).
Perform intake coordinator duties directly during high volume or staffing shortages.
Performs other related duties as assigned by management.
Maintain confidentiality of patient and proprietary information at all times.
Observe legal and ethical guidelines for safeguarding the confidentiality of patient and proprietary company information.
Understand and comply with HIPAA.
For all activities complies with accreditation, legal, regulatory, government and safety requirements.