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Intake Director (INTERNAL)

Ankeny, IA | Corporate | Customer Care - Intake | Full-Time, Hybrid

Summary

The Intake Director provides strategic leadership and oversight of all intake operations supporting members and participants served through commercial insurance plans, Medicare Advantage, state Medicaid programs, Managed Medicaid organizations, and Older Americans Act (OAA) nutrition programs. This role is responsible for ensuring the efficient, accurate, and compliant management of referrals, eligibility verification, service authorizations, enrollment processes, and related intake activities. The Intake Director collaborates closely with referral sources, payers, care managers, providers, and internal departments to facilitate seamless service access, optimize operational performance, and maintain regulatory compliance while delivering high-quality member experience. The Intake Director develops and manages intake workflows, performance metrics, quality standards, and staff development initiatives to ensure exceptional customer service and operational efficiency while supporting organizational growth and contractual compliance. Preference will be given to local candidates to the Des Moines, IA area. If a remote candidate is selected, they will be required to travel to our headquarters in Ankeny, IA (company paid) on their first 1-3 days for orientation.

Position Responsibilities may include, but not limited to

    Intake Operations Management

    • Direct and oversee all intake and enrollment activities from referral receipt through service activation
    • Establish, maintain, and continuously improve intake processes, policies, and procedures
    • Ensure accurate and timely processing of referrals from insurance companies, Medicaid agencies, Medicare Advantage plans, healthcare providers, hospitals, case managers, and community organizations
    • Monitor intake volumes and staffing levels to ensure service level agreements (SLAs) are consistently achieved
    • Develop escalation procedures for urgent referrals, service disruptions, and complex cases
    • Collaborate with operations, customer service, billing, and nutrition services teams to ensure seamless member onboarding

    Payer and Program Management

    • Ensure compliance with requirements established by Medicare Advantage plans, Medicaid Managed Care Organizations, state agencies, commercial insurers, and Older Americans Act programs
    • Oversee eligibility verification, benefit determination, authorization management, and documentation requirements
    • Maintain knowledge of payer-specific referral processes, service requirements, and contractual obligations
    • Serve as a primary operational contact for payer intake-related issues and performance concerns
    • Support implementation of new payer contracts and program launches

    Team Leadership

    • Recruit, train, develop, and manage intake supervisors and intake specialists
    • Establish performance expectations and conduct regular performance evaluations
    • Foster a culture of accountability, accuracy, customer service excellence, and continuous improvement
    • Provide coaching and support to staff handling complex member and provider interactions
    • Create workforce plans that align staffing resources with organizational growth

     
    Quality Assurance and Compliance

    • Ensure all intake activities comply with HIPAA, CMS regulations, Medicaid requirements, OAA program guidelines, and organizational policies
    • Monitor intake accuracy and documentation quality through audits and performance reviews
    • Develop corrective action plans when deficiencies are identified
    • Maintain readiness for payer audits, accreditation reviews, and regulatory inspections
    • Partner with Compliance and Quality departments to identify and mitigate operational risks

     

    Data, Reporting, and Analytics

    • Develop and monitor key performance indicators (KPIs) including:
      • Referral turnaround time
      • Enrollment completion rates
      • Authorization accuracy
      • Service activation timelines
      • Customer satisfaction metrics
      • Intake productivity measures
    • Analyze trends and recommend operational improvements
    • Prepare reports for executive leadership, clients, and payer partners
    • Utilize intake, CRM, and care management systems to improve operational efficiency and data integrity

     

    Cross-Functional Collaboration

    • Work closely with Sales, Commercial, Customer Success, Operations, Revenue Cycle Management, Nutrition Services, IT, and Customer Care teams
    • Support implementation of new technology solutions and workflow enhancements
    • Participate in strategic planning and growth initiatives
    • Collaborate with payer partners to address operational issues and improve member experience

Required Skills and Experience

    • Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, Social Services, or related field
    • 5+ years’ leadership experience in healthcare intake, care coordination, member services, healthcare operations, or a related field. Minimum of 3 years managing teams in a healthcare, payer, population health, or social services environment
    • Experience working with Medicare, Medicaid, Managed Care Organizations, health plans, or government-funded programs
    • Advanced computer skills – Microsoft Office Suite, with focus on Word, Excel, and Outlook
    • Excellent verbal, telephone, and written communication skills
    • Ability to multi-task and handle numerous assignments simultaneously
    • Strong leadership skills and the ability to take initiative
    • Excellent listening and feedback skills
    • Ability to work well in a team environment
    • Effective training and meeting skills
    • Professional, positive, and enthusiastic attitude
    • Proven performance management, coaching, and counseling skills
    • Strong attention to detail and analytical skills
    • Strong ability in making decisions regarding day-to-day issues
    • Experience with process improvement initiatives
    • Strong background in monitoring data for future forecasting
    • Strong understanding of healthcare reimbursement and authorization processes
    • Knowledge of Medicare Advantage, Medicaid, and Older Americans Act programs
    • Familiarity with HIPAA, CMS regulations, and healthcare compliance requirements
    • Excellent leadership, coaching, and team development skills
    • Strong analytical and problem-solving abilities
    • Exceptional organizational and project management skills
    • Experience with CRM, intake management, care management, and reporting systems
    • Ability to manage multiple priorities in a fast-paced environment
    • Excellent written and verbal communication skills

Preferred Skills and Experience

    • Master’s degree
    • Experience with home-delivered meals, social determinants of health (SDOH), community-based services, or nutrition programs

     

Physical Requirements

    • Repetitive motions that include the wrists, hands and/or fingers
    • Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
    • Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

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