Intake Supervisor

Company Description

Therapy & Beyond is one of the largest BCBA-owned ABA organizations, founded and led by Dr. Regina Crone, BCBA-D. Through a collaborative, interdisciplinary approach to care, we partner with experts in Applied Behavior Analysis (ABA), Speech-Language Pathology, and Occupational Therapy. Our mission is rooted in four core values:Putting People First, Doing Our Best Together, Making Therapy Fun, and Above All-We Grow Potential!

Job Description

The Intake Supervisor is a vital leader within our Home Office team, responsible for overseeing the entire end-to-end patient intake process for our clinics across Oklahoma and Texas. This role manages the performance and daily operations of the intake coordination team, ensuring an empathetic, highly efficient, and seamless first impression for potential clients. Working closely with Clinic Leadership, Marketing, and Billing, the Intake Supervisor monitors referral pipeline metrics, refines data entry protocols within our systems, and ensures the intake team effectively qualifies information for clinical review.

JOB SPECIFIC FUNCTIONS:

• Team Leadership & Supervision: Manage, train, and mentor the intake coordination staff; establish daily workflows, monitor performance, and provide regular feedback to ensure optimal productivity and service standards.
• Oversight of Intake Pipeline: Oversee the new patient pipeline from initial contact to the first date of service, ensuring all referrals are processed accurately and efficiently into CRM and EMR systems.
• Cross-Functional Collaboration: Partner with Clinic Management, Marketing, and Clinical Teams to streamline the coordination of complimentary consultations, evaluations, and treatment plans.
• Insurance & Utilization Management: Supervise the insurance verification and authorization processes for Applied Behavior Analysis (ABA) services, assisting the team with complex coverage resolutions or escalations.
• Process Improvement & Compliance: Audit intake records and system data for meticulous accuracy; identify bottlenecks in the intake workflow and implement process improvements to reduce the time from referral to start date.
• Reporting & Metrics: Track, analyze, and report on key intake metrics (e.g., inquiry volume, conversion rates, processing times) to Home Office executive leadership.
• Escalation Resolution: Serve as the primary point of contact for resolving complex family issues, clinic director concerns, or high-priority inquiries escalated by the coordination team.

Qualifications

• A Bachelor's Degree is required, preferably with a concentration in Healthcare Administration, Business Administration, or a related field.
• Minimum of 3-5 years of experience in healthcare intake, medical billing, or patient access workflows.
• At least 1-2 years of supervisory or team lead experience in a medical office, centralized intake environment, or healthcare setting is highly preferred.
• Familiarity with health insurance verification, prior authorization processes, and medical terminology (experience with ABA services or behavioral health billing is a strong plus).
• Advanced proficiency with CRM platforms and Electronic Medical Record (EMR) systems; ability to manage system data integrity and train staff on software platforms.
• Strong leadership, conflict resolution, and team-building skills, with a demonstrated ability to deliver constructive feedback and coach staff.
• Exceptional verbal and written communication skills suitable for collaborating with executive leadership, clinic managers, and families.
• Meticulous organizational skills and a data-driven approach to tracking operational pipelines.
• High level of empathy, perspective-taking, and professional discretion regarding strict confidentiality and HIPAA compliance.

Additional Information