Infusion Intake Manager

Job Description Job Description Position Summary Oso Home Care is seeking an experienced and highly organized Infusion Intake Manager to lead our Intake Department. This role is responsible for overseeing the daily operations of the intake team while ensuring the accurate and timely processing of new patient referrals, insurance verification, and coordination of admissions with our Pharmacy, Nursing, Reimbursement, and Sales teams. The ideal candidate is a strong leader with exceptional problem-solving skills, a solid understanding of infusion services, insurance requirements, and healthcare regulations, and the ability to manage multiple priorities in a fast-paced healthcare environment. This position plays a critical role in ensuring patients receive timely care while maintaining operational efficiency, financial accuracy, and regulatory compliance. Essential Responsibilities Provide leadership, coaching, and performance management for the Intake Department. Oversee the intake process from referral receipt through admission to ensure timely patient onboarding. Ensure accurate entry of patient demographics, referral information, physician orders, insurance information, and clinical documentation into the electronic medical record. Manage insurance benefit verification, prior authorization requirements, and financial clearance for infusion therapies. Coordinate new patient admissions with Pharmacy, Nursing, Scheduling, Reimbursement, and Clinical departments. Collaborate with Case Managers, hospital discharge planners, physician offices, and referral sources to facilitate seamless patient transitions. Oversee relationships and workflows with outsourced intake and reimbursement vendors, ensuring Business Associate Agreement (BAA) compliance and adherence to company expectations. Monitor referral turnaround times and department productivity while developing metrics, dashboards, and quarterly performance reports. Manage hospital referral portals and electronic referral systems to ensure timely response to incoming referrals. Review therapy requirements, payer guidelines, and insurance qualifications to ensure services meet coverage criteria. Understand reimbursement methodologies and the downstream financial impact of intake decisions on billing, collections, and revenue cycle operations. Partner with Billing and Reimbursement teams to resolve insurance, authorization, and payment issues. Serve as the liaison between Sales/Marketing, Intake, Pharmacy, Nursing, Scheduling, and Billing departments to improve communication and workflow. Manage relationships with physician offices, hospitals, and referral partners while maintaining excellent customer service. Respond promptly and professionally to customer service concerns and operational issues. Identify workflow inefficiencies and implement process improvements that enhance quality and operational performance. Ensure compliance with CMS regulations, HIPAA, accreditation standards (ACHC or equivalent), state and federal regulations, and company policies. Participate in departmental planning, strategic initiatives, and quality improvement projects. Prepare and present departmental metrics and operational reports to leadership. Qualifications High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or related field preferred. Minimum 1 year of supervisory or management experience in a healthcare environment. Home infusion, specialty pharmacy, home health, or healthcare intake experience strongly preferred. Familiarity with infusion software systems and electronic medical records preferred. Working knowledge of commercial insurance, Medicare, Medicaid, managed care, and prior authorization processes. Understanding of infusion therapies and payer qualification requirements preferred. Knowledge of CMS regulations, HIPAA, and healthcare compliance requirements. Strong understanding of healthcare revenue cycle processes and the financial impact of intake operations. Excellent organizational skills with the ability to prioritize multiple projects and meet deadlines. Strong analytical, problem-solving, and decision-making abilities. Excellent verbal and written communication skills. Exceptional interpersonal skills with the ability to collaborate across multiple departments. Proficient in Microsoft Office Suite and electronic documentation systems. Preferred Skills Experience managing referral workflows and hospital referral portals. Experience working with physician offices, hospitals, and case managers. Knowledge of quality improvement initiatives and departmental performance metrics. Ability to interpret insurance benefits and coverage requirements. Strong leadership and employee coaching skills. Ability to thrive in a fast-paced, deadline-driven healthcare environment. Core Competencies Leadership Team Development Customer Service Excellence Communication Problem Solving Attention to Detail Critical Thinking Organizational Skills Financial Awareness Regulatory Compliance Collaboration Adaptability