Intake Manager

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About Elite
Elite Home Health Care is a licensed home care agency that provides professional homecare services in the New York Metropolitan area, Central, and Upstate NY Regions. At Elite, we only hire the most qualified nurses, home health aides and caregivers who are hand-picked based on their skills and capabilities. They are all licensed, insured and cleared with extensive background screening. But most importantly, our caregivers are known for their warmth, attentiveness and reliability. Our main goal is to deliver compassionate, professional, and integrity-centered care to our clients. We work within the community to provide quality home care for individuals in need.  We are committed to providing our clients with the best possible and most compassionate care! Job Summary
The Intake Manager owns the intake department and the full referral-to-admission process for homecare services. This role manages the intake team, including the Intake Team Lead/Supervisor and Intake Coordinators, sets daily priorities and coverage, and is accountable for every referral being worked quickly, accurately, and in compliance. The Intake Manager is the main point of contact between Intake, Marketing, the Enrollment, Eligibility & Authorization unit, and Coordination, making sure patients move from first call to start of care without delays or gaps.

Essential Duties and Responsibilities:
Team Leadership
- Manage the intake team, including the Intake Team Lead and Intake Coordinators; set daily priorities, workflow, and coverage.
- Hire, train, and onboard intake staff; hold regular check-ins and complete performance reviews.
- Set standards for intake calls, documentation, and follow-up, and hold the team to them.
- Plan staffing, scheduling, and coverage so referrals are worked during all business hours.
Referral to Admission
- Own the referral process end to end, from initial contact through admission and handoff to Coordination.
- Make sure every referral is followed up on, tracked, and closed out with a documented outcome.
- Guide clients through the process of obtaining home care services and help the team do the same.
- Oversee access to Certified Home Health Agency (CHHA), Managed Long-Term Care (MLTC), and Personal Care Aide (PCA) services.
- Educate clients and families on eligibility criteria and available options so they can make informed decisions about their care.
- Oversee initial assessments to determine clients’ needs and the appropriate level of care.
Compliance & Quality
- Review intake files for accuracy, completeness, and compliance with HIPAA, Medicare, Medicaid, NYS DOH LHCSA requirements, and payor standards.
- Identify and correct documentation issues; retrain staff where errors repeat.
- Oversee insurance verification and eligibility checks before admission to support accurate billing and reimbursement.
- Maintain and update intake policies, procedures, call scripts, and checklists.
Partnerships
- Work with the Enrollment, Eligibility & Authorization unit: complete intake action on fast-track, auth-ready referrals and work non-auth-ready referrals through to readiness.
- Partner with Marketing and Business Development on referral sources, updates, and changes so the team can give clients quick and accurate information.
- Hand off complete admissions to Coordination and Staffing for care assignment.
- Serve as the escalation point for complex referrals, client and family concerns, and workflow bottlenecks.
Reporting
- Track and report intake performance: referral volume, referral-to-admission time, conversion rate, lost referrals and reasons, and file error rates.
- Deliver regular reports to the VP, Marketing & Intake and senior leadership, and drive improvements based on the numbers.
KPI Ownership:
- Referral-to-admission turnaround time
- Referral conversion rate
- No referral left without documented follow-up
- Intake file accuracy / error rate
Qualifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education & Experience
- Minimum of 2 years of experience in home care intake or enrollment, with at least 1 year in a supervisory or management role.
- Strong knowledge of NYS home care, including MLTC, CHHA, Medicaid, and Medicare intake and eligibility processes.
- Experience with HHAeXchange required; ePaces preferred.
Skills & Abilities
- Proven ability to lead a team through high-volume, time-sensitive work.
- Exceptional communication and interpersonal skills with clients, families, referral sources, and payors.
- Highly organized and detail-oriented; comfortable tracking and reporting metrics.
- Proficiency with Microsoft Office.
Physical Demands:
- Must remain in a stationary position for long periods of time at a desk or computer.
- Requires occasionally standing, sitting, walking; using hands to finger, handle, or feel objects, tools, or controls; reaching with hands and arms; climbing stairs; hearing; talking.
Work Environment:
Full-time, on-site position in an office setting.
  Benefits:
- Medical Insurance
- PTO & Sick Time
- Referral Program
Pay Range:   The hiring range for this position is $75,000 - $85,000/Annually,  plus commission . Various factors will determine final compensation such as a candidate’s years of relevant work experience, skills, certifications, and location. EHCOFFHI
HouseWorks, LLC and its Family of Companies is an Equal Opportunity Employer. We do not discriminate against race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability or genetic information.