Intake Manager

4 weeks ago

Chandler, Arizona, United States Aspen Infusion Full time
Job Summary

As a key member of the Aspen Infusion team, the Intake Manager plays a vital role in overseeing the referral process, ensuring seamless coordination between departments, and providing exceptional patient support. This dynamic individual will lead a team of Intake Coordinators, Authorization Coordinators, and Administrative Assistants, fostering a culture of continuous improvement, accountability, and teamwork.

Key Responsibilities

• Lead, supervise, and mentor a team of Intake Coordinators, Authorization Coordinators, and Administrative Assistants.
• Provide training and development opportunities to staff.
• Oversee staffing, scheduling, and task assignment to ensure proper coverage and efficient workflow in the production area.
• Conduct performance reviews, identify areas for improvement, and foster a culture of continuous improvement, accountability, and teamwork.

Process Improvement & Workflow Optimization

• Responsible for the maintenance of referral flow, including patient registration, insurance verification, patient communication, upfront collection of patient copays, documentation, and real-time updates on all required communication platforms.
• Route patient referrals to the appropriate department or individual(s) in the pharmacy.
• Oversight and ongoing training of Intake Coordinators and all team members.
• Develop new processes/tools to streamline the referral process.
• Communicate patient information necessary to schedule home infusion therapy services.
• Determine correct resolution to patient complaints; take corrective action, and monitor results.
• Prepare and secure LOA's, ABN's, and patient consent forms.
• Oversee record keeping so that all information is accurate and complete and manage the flow of up-to-date information between the customer service department and other parts of the pharmacy, such as the accounts payable and billing departments. Coordinate with other department leads, such as Accounts Payable and Billing, to ensure accurate and complete record-keeping. This includes managing the flow of up-to-date information between the intake department and the other pharmacy teams.
• Monitor operational expenses for compliance with the pharmacy expense budget.
• Provide reports on customer services to the manager.
• Ensure the implementation of processes to measure, assess, and improve the performance of the customer service department activities of the pharmacy.
• Develop, review, and suggest changes to customer service policies and procedures as needed.
• Performs other related duties as assigned by management.

Collaboration with Human Resources & Recruitment Teams

• Recruit, hire, and direct customer service department staff members.
• Arrange for performance evaluation of each member of the customer service department staff annually; establish annual performance goals, and monitor progress toward these goals on a consistent basis.
• Review and approve time clocks for department staff.
• Delegate authority as necessary to ensure that all responsibilities of this position are fulfilled in a timely and accurate manner.
• Collaboration with Billing & Nursing Teams

• Coordination with the Revenue Cycle Management team regarding appropriate authorization and accurate claim submission.
• Coordination with Nursing Teams to maintain a consistent service delivery message amongst all departments.
• Quality Control & Regulatory Compliance:

• Report any misconduct, suspicious, or unethical activities to the Compliance Officer.
• Participate in surveys conducted by authorized inspection agencies.
• Participate in the pharmacy's Performance Improvement program as requested by the Performance Improvement Coordinator.
• Participate in pharmacy committees when requested.
• Ensure ongoing compliance with all laws and regulations; ensure that the department meets or exceeds accreditation standards, and implement 'best practices' in all departmental activities.
• Ongoing Education Responsibilities:

• Participate in in-service education programs provided by the pharmacy.
• Pursue continuing education programs appropriate to job responsibilities.

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