PAP Intake Manager

Hart Medical Equipment•Grand Blanc, MI

2d•Hybrid

About The Position

The PAP Intake Manager is responsible for the strategic and operational leadership of the PAP Intake function, ensuring a high level of service for patients, referral partners, and internal stakeholders. This role oversees referral review, order qualification, intake workflow execution, CSR performance, and process optimization to ensure timely, accurate, and compliant, and patient-focused PAP order processing. The PAP Intake Manager drives intake efficiency, quality, and scalability by establishing performance metrics, implementing workflow improvements (including AI‑enabled solutions), coaching and developing team leaders, and partnering with internal departments and sales leadership to ensure, patient experience expectations, referral expectations, payer requirements, and operational goals are consistently met. This position provides full oversight of the PAP Intake team and is accountable for achieving KPIs, improving turnaround times, maintaining intake quality, delivering an exceptional patient intake experience, and supporting organizational growth through continuous improvement initiatives.

Requirements

High school diploma or GED required.
Strong knowledge of DME intake operations and payer qualification requirements.
Strong leadership, coaching, and performance management skills.
Excellent verbal and written communication skills.
Proven ability to analyze data, establish KPIs, and drive accountability.
Strong process‑building and problem‑solving abilities.
Ability to manage multiple priorities in a fast‑paced environment.
Comfort with healthcare technology platforms, AI tools, and automation.
Proficiency with intake systems, reporting tools, and healthcare technology platforms.

Nice To Haves

Bachelor’s degree in business, healthcare administration, or related field preferred.
Minimum of two years of leadership or management experience preferred.

Responsibilities

Oversee daily PAP intake operations, ensuring referrals are reviewed, qualified, and processed accurately and efficiently.
Ensure all PAP referrals meet payer qualification criteria prior to processing and escalation when discrepancies are identified.
Maintain standardized intake workflows across all referral sources, portals, and fax queues.
Ensure accurate documentation and account notes are entered in systems to support downstream processing, billing, and audits.
Maintain survey‑ready intake processes at all times.
Ensure intake workflows support a positive, timely, and respectful patient experience.
Ensure the PAP intake process promotes a positive, timely, and compassionate experience for patients.
Establish service standards prioritizing clear communication, responsiveness, and accuracy.
Coach staff on empathetic interactions and service recovery.
Monitor workflows to reduce delays impacting patient access to therapy.
Address patient-related escalations promptly and professionally.
Lead strategic planning initiatives related to PAP intake capacity, staffing models, and workflow scalability.
Design, build, and implement process enhancements to improve intake turnaround times, accuracy, and productivity.
Identify operational bottlenecks and implement corrective action plans.
Drive continuous improvement initiatives aligned with organizational goals and payer requirements.
Partner with leadership to forecast intake volume, staffing needs, and performance expectations.
Establish, track, and report key performance indicators (KPIs) for PAP Intake, including productivity, quality, and turnaround metrics.
Hold PAP CSRs, Team Leads, and Assistant Managers accountable for individual and team performance.
Monitor productivity and quality dashboards to ensure performance targets are met.
Conduct regular audits of CSR work and intake calls to ensure quality standards and adherence to intake processes.
Provide coaching, corrective action, and performance improvement plans as needed.
Audit PAP referrals and CSR intake work to ensure proper qualification, documentation accuracy, and payer readiness.
Partner with PAP Referral sources and internal teams to resolve intake issues and prevent repeat discrepancies.
Ensure referral expectations are clearly defined, communicated, and consistently executed.
Serve as an escalation point for intake‑related issues impacting order progression or payer approval.
Lead the implementation and optimization of AI‑enabled tools within the PAP intake workflow.
Collaborate with IT, operations, and vendors to integrate AI solutions that improve efficiency, accuracy, and throughput.
Monitor AI performance outcomes and adjust workflows based on data and operational feedback.
Ensure team adoption of technology-driven workflows
Ensure intake staff are aligned with technology‑driven process changes.
Coordinate regularly with Sales, PAP Referrals, Billing, Compliance, and Department Leaders to ensure operational alignment.
Facilitate meetings with Sales and intake teams to ensure referral expectations, turnaround standards, and service commitments are being met.
Communicate intake performance, risks, and improvement initiatives to leadership.
Act as the primary operational liaison for PAP Intake‑related initiatives.
Develop and mentor Assistant Managers and Team Leads within the PAP Intake team.
Build leadership succession plans to support growth and operational stability.
Assist with hiring, onboarding, and training of PAP Intake staff.
Ensure appropriate staffing coverage, scheduling, and workload distribution.
Foster a culture of accountability, collaboration, and continuous improvement.