Customer Intake Manager

MedScope, a division of Medical Guardian and 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.  

The Customer Intake Manager provides leadership and directs the strategies and activities of the Intake Team to optimize their efforts, effectiveness to drive growth. 

Responsibilities:

• Manage 11 intake representatives and a supervisor.  
• Assign daily/weekly/monthly metric-based goals to 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. 

Qualifications:

• Bachelor's degree or equivalent work experience  
• 3 plus 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 

Please check us out at:  

Medical Guardian Mission:  https://www.medicalguardian.com/about-us  

Glassdoor:  https://www.glassdoor.com/Reviews/Medical-Guardian-Reviews-E749526.htm  

Medical Guardian  

What started in a Philadelphia apartment, with the goal to protect one cherished grandmother, has expanded to serving more than 300,000 active patients, members, and customers across the country. We now offer a full suite of connected-care medical alerts systems and services.   

We put our customers and employees first when making decisions. We challenge ourselves to improve our products and services. We care about the impact we make and the community we support and invest time to create genuine connections with our customers, partners, and each other. We strive to deliver the highest-quality performance, growth, and results.  

Learn more about Medical Guardian by visiting www.medicalguardian.com  

Benefits

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