Customer Intake Manager

MedScope, a leader in the personal emergency response and remote monitoring industry, is currently seeking an Intake Manager to join our team. Our mission is to help empower all patients and members to live a life without limits. MedScope participates in various government programs across the country. Examples include Home and Community Based Service Waivers and partnerships with Medicaid Managed Care Organizations (MCOs). The primary end-users of MedScope’s services are older adults receiving care/case management services from local agencies and/or health plans.

Reporting to the Director of Revenue Cycle, the Customer Intake Manager provides leadership and directs the strategies and activities of the Intake Team to optimize their efforts, effectiveness to drive growth. This position is hybrid and requires going on-site to our Philadelphia, PA location on Tuesdays and Wednesdays.

Position Duties and Responsibilities:

• Manage 10-15 intake representatives, including a supervisor
• Oversee daily/weekly/monthly metric-based goals for Intake representatives and team leader in order to ensure overall performance metrics and SLAs are being met

• Review all incoming items in queues, assign and distribute to the team in the most efficient matter to ensure payer commitments are met
• Determine and communicate team structure guidelines that positively impact metrics and departmental goals
• Audit, communicate and coach on quality of work item completion to ensure accuracy 
• Work closely with Billing, Install, Compliance, Sales, and IT (Information Technology) to meet external partner expectations and internal team needs
• Communicate effectively with Care Managers throughout various agencies
• Ensure Daily Portal scrubs are completed
• Develop expertise in all payer portals and capturing relevant information needed to process incoming referrals and updates
• Create new agency portal logins to ensure the team has access to process items without interruption
• Develop process documentation and training for all team members
• Responsible for hiring and all relevant employee actions
• Approve Timecards for Payroll
• Report EOM Team Stats and Production
• Consistent mentoring, coaching of Team members- including Team Lead
• Dailly/weekly updates of data processing, Agencies, issues, and system changes to Team
• Work closely with Regional Directors to better understand agencies changes, updates and/or issues

Requirements

• Bachelor's degree or equivalent work experience
• 3 years of relevant supervisor/management experience required
• Effective communication skills
• Proficient in Microsoft Office Suite
• Team player with ability to thrive in a fast-paced and entrepreneurial environment
• Familiarity with MCO and Medicaid portals a plus
• Experience with payer referrals or patient intake a plus

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)