Manager of Centralized Intake

Gentiva•, NC

About The Position

The Manager of Centralized Intake provides operational leadership for the Referral Management team, processing electronic, fax, phone, and email referrals across hospice, palliative care, and home health services for approximately 500 branch locations. The role ensures timely referral responses, maximizes admission conversion, and drives continuous improvement through data analysis, staff development, and collaboration with regional sales and operations leadership. The manager oversees Centralized Intake Leads and Coordinators and ensures 24/7 coverage and coordination between daytime and after-hours intake operations. The role manages a team of approximately 55 Admission Coordinators serving more than 500 branch locations. It directly supervises Central Admission Leads and indirectly supervises Central Admission Coordinators, with responsibility for hiring, onboarding, scheduling, performance management, and team development. The manager also participates in an on-call rotation and provides evening, weekend, and holiday leadership coverage as needed.

Requirements

Bachelor’s degree in healthcare administration, business, nursing, social work, or a related field, or an equivalent combination of education and experience.
3–5 years of progressive management experience in healthcare admissions, intake operations, or contact center management; hospice, home health, or post-acute care experience is preferred.
Demonstrated experience managing remote or distributed teams across multiple locations.
Strong knowledge of electronic referral platforms, EMR/EHR systems such as HCHB, Allscripts, and Epic, and insurance verification processes.
Ability to analyze operational data, build reports, and drive performance improvement.
Excellent communication, problem-solving, and organizational skills.

Nice To Haves

LPN/LVN or RN licensure.
Experience with CarePort, Navi Health, Ensocare, Aidin, or similar referral platforms.
Experience leading large-scale operational rollouts or process transformations.

Responsibilities

Direct and manage daily Centralized Intake operations, including workflow optimization, staffing, scheduling, and quality assurance across referral channels and electronic platforms.
Lead, coach, and develop Centralized Intake Leads and Coordinators; conduct performance evaluations, manage corrective actions, and foster a high-performance, patient-centered culture.
Monitor referral response times, acceptance rates, pending referrals, non-admission tracking, and conversion metrics; implement improvements to reduce average referral processing time.
Partner with regional, area, and branch sales and operations leadership to align admission strategies, resolve escalations, and capitalize on market opportunities.
Oversee insurance verification and authorization processes, ensuring accuracy and compliance with payer requirements.
Ensure accurate, timely referral data entry in HCHB, Allscripts, and other applicable referral management systems, and maintain data integrity.
Develop and deliver onboarding, training, and continuing education; ensure cross-training across referral platforms and lines of service.
Prepare and present operational reports, dashboards, and KPI summaries to senior leadership; use analytics to identify trends, gaps, and growth opportunities.
Manage vendor relationships for electronic referral platforms, coordinating issue resolution, profile maintenance, and system optimization.
Ensure compliance with HIPAA, federal and state regulations, accreditation standards, and company policies and procedures.
Support adoption of AI-enabled referral management tools and centralized platform enhancements.
Participate in the on-call rotation and provide leadership coverage for evenings, weekends, and holidays as needed.
Hire, onboard, schedule, and manage the performance and development of the team.

Benefits

401(k) with company match.
Career advancement opportunities.
National and local recognition programs.
Teammate Assistance Fund.
Medical, dental, and vision insurance for full-time associates.
Mileage reimbursement or fleet vehicle program for full-time associates.
Generous paid time off and 7 paid holidays for full-time associates.
Wellness programs, including telemedicine, diabetes management, and joint and spine concierge care, for full-time associates.
Education support and tuition assistance, including ASN to BSN and BSN to MSN, for full-time associates.
Free continuing education units (CEUs) for full-time associates.
Company-paid life and long-term disability insurance for full-time associates.
Voluntary benefits, including pet, critical illness, accident, and long-term care coverage, for full-time associates.