Ankeny, Iowa
Intake Manager Job Opening in Ankeny, Iowa - Position Overview
Mom's Meals community based services program provides home-delivered meals to the elderly, disabled, and individuals in poor health. If you care about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family owned business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.
Duties and Responsibilities (*Essential Function)
Manage a team of approximately 25 Intake Specialists handling incoming authorizations and calls from Area Agencies on Aging, Managed Care Organizations, and Health Plans for home delivered meals.
Track and document employee performance both formally and informally.
Complete employee performance reviews.
Create and distribute reports as needed or as requested by senior leadership.
Train, motivate, develop, and coach employees to drive case manager satisfaction, accuracy, efficiency, and performance.
Determine training requirements for new hires and additional performance-based training for existing Intake Specialists, as needed.
Answer questions from Intake Specialists and handle customer escalations.
Manage productivity based on department metrics to ensure workloads are being handled in an efficient and productive manner.
Manage Intake Specialist work schedules based on workload volume and needs.
Approve weekly timecards and resolving employee issues per Company policy and/or with Human Resources assistance.
Administer access to provider portals as needed for necessary personnel.
Formulate and implement rapid change and process improvements.
Work cross-functionally to support customer care, sales, and revenue cycle initiatives.
Other projects / duties as assigned.
Knowledge and Experience
College Degree preferred; Minimum High School Degree with some post high school education.
At least 5 years of work-related supervisory or management experience in a healthcare related field, such as patient registration or patient access.
Previous experience with prior authorization process working with both payers and providers.
Experience with eligibility inquiry software, such as electronic 270 files and/or secure payer web portals a plus.
NAHAM or AAHAM certification a plus.
Job Skills/Behavior
Strong problem solving and analytical skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective manner.
Proficient in Microsoft Office, especially Outlook, Word, and Excel.
Strong relationship building skills with payers and external/internal customers.
Excellent attention to detail to avoid administrative errors.
Management Responsibility
Complete management responsibilities for the Intake Department
Hiring
Performance
Training
Disciplinary, with assistance from HR
Terminations, with assistance from HR
Decision Making
Decisions on the hiring, disciplinary and termination of employees in the Intake Department, working with Human Resources
Decisions on scheduling needs for the department based on assigned workloads, call volumes, and special program work.
Recommendations to the Director of Customer Care on performance based merit increases
Internal/External Contact
Internal: Director of Customer Care, Intake Specialists, Intake Leads, Director of Revenue Cycle Management, Billing Manager, Billing Specialists, Support Supervisor, Customer Care Supervisors, Sales Territory Managers.
External: Agency Case Managers and Directors, End User Clients
Retention:
Job descriptions will be reviewed on an annual basis to ensure accuracy
Job Type: Full-time
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