Job Duties & Responsibilities:

Maintain working knowledge of the job duties of the Intake Supervisor, Lead Intake Specialist, Intake Specialist, and Receptionist.

Responsible for managing the leadership staff of the campus intake department with duties that include:

• Interviewing, hiring and onboarding of intake specialists and receptionists and managing FTEs to budget

• Creating staff schedules, planning for coverage of staff PTO or time away from work, monitoring staff time and attendance and manage labor costs to budget.

• Provide leadership and support to staff via effective communication and ongoing performance feedback. May provide disciplinary action in accordance with policy and with the support of HR, as needed.

Manage and support the development of all Intake staff:

• Provide the development of and implementation of orientation and training processes for staff.

• Create and maintain training materials and documentation standards.

• Coordinate training schedule with applicable stakeholders.

• Provide continuing education for intake staff members on process and system enhancements.

• Provide ongoing 1:1 support, coaching and required performance reviews.

Monitor daily flow of intake department:

• Collaborate and communicate with internal departments regarding capability and capacity to admit patients.

• Oversee completion and follow up of daily audits.

• Review reports to address safety and patient experience with intake process... that need to be completed and timeliness of admission flow.

• Provide support and guidance to staff members on cases that present with complexities.

• Ensure staff are adhering to policies and procedures.

• Maintain communication with leadership team.

Collaborate with internal departments and external facilities/referents as it relates access to care.

Establish policies and procedures in support of Intake department function.

Assist in resolution of complaints and grievances related to the admissions process:

• Assist in investigation of incident reports.

• Resolve complaint calls escalated to leadership and engage manager in as needed.

• Provide recommendations for opportunities for improvement.

Complete other duties as assigned by Campus Vice President of Operations.

Understand and apply policies and procedures in accordance with   external regulatory agencies:

• Including, but not limited to: Joint Commission, Health Information Portability and Accountability Act (HIPAA), Emergency Medical Treatment & Labor Act (EMTALA), 42 Code of Federal Regulations (CFR) and other regulatory agency compliance regulations.

• Attend and participate in development opportunities to increase involvement and awareness of regulations.

Conduct self in a professional manner: 

• Demonstrate organization skills that promote timely response to all inquiries and task completion. 

• Communicate with all individuals in a positive and professional manner. 

• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution. 

• Communicate concerns up to supervisor and provide solutions for the same. 

• Attend meetings and is prepared with data

• Demonstrate a positive and professional attitude toward parties outside Rogers Behavioral Health (patient’s families, visitors, vendors, etc.). 

• Comply with the Hospital’s policies and procedures, including Human Resources, Infection Control and Employee Health policies and procedures. 

Promote department goals and Mission of Rogers Behavioral Health:

• Comply with Rogers culture agreements and all Hospital’s policies and procedures.

Additional Job Description:

Physical/Mental Demands:

• Flexibility with work assignments and schedule changes to meet the business demand, staffing and reporting structure.

• Must be able to read and communicate through written, verbal, and auditory skills and abilities.

• Be physically/mentally able to perform job duties as verified by a physical examination by a licensed physician, per post-employment physical.

• Must be able to sit at workstation for extended periods of time.

• Must be able to use various types of technology and systems (including but not limited to: computer/laptop, monitor(s), phone systems, headsets, typing) for extended periods of time.

• Must be able to maintain focus in call-center atmosphere.

Education/Training Requirements:

• Associate's Degree required.  Bachelor's Degree or actively pursuing Bachelor’s Degree preferred.

• Minimum of two (2) years’ experience in healthcare admissions or patient access.

• Supervisory or lead experience within proven results.

• Completion of required trainings under Rogers’ policies.

• Electronic medical record software experience.

• Knowledge of insurance providers.

• Computer skills (including but not limited to: utilizing multiple platforms, Microsoft applications, basic troubleshooting) required.

• Knowledge of medical terminology preferred.

• Knowledge of level of care medical necessity criteria.

Schedule: Tuesday-Saturday; Must be available for on-call coverage as scheduled. Holiday and weekend rotations required.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)