Director of Intake & Call Center Operations

Moms Meals, Ltd; Ankeny (IA); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

PTO & holidays

401(k) match

Life insurance

Short-term disability

Health, dental, and vision insurance

Maternity/paternity leave

Health Savings Account

Flex spending accounts

Job summary

Mom’s Meals is seeking an Intake Manager to lead a large team of Intake Specialists and Supervisors handling authorizations from area agencies, managed care, and health plans for home-delivered meals. The role requires strong cross-functional leadership and a history of improving processes and outcomes.

The ideal candidate has substantial health services leadership experience, excellent communication skills, and a track record of driving performance and collaborating with payors and health plan

Qualifications

• Bachelor’s degree required.
• 5+ years’ management experience in health, human services, managed care, or insurance.
• Strong understanding of medical and ancillary benefit authorization processes and payer portals.
• Excellent verbal and written communication skills.
• Experience driving process improvements and cross-functional collaboration.

Responsibilities

• Manage a team of approximately 100 front-line employees and 5-8 supervisors.
• Track and document employee performance and complete reviews.
• Create and distribute reports for senior leadership.
• Train, motivate, and coach staff to improve satisfaction, accuracy, and efficiency.
• Lead cross-functional operations meetings weekly and monthly with leadership.

Skills

Leadership

Process improvement

Communication skills

Analytical skills

Problem solving

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Salesforce

Genesys

Secure File Transfers

Payer web portals

Job description

The Intake Manager is responsible for managing a team of Intake Specialists and Supervisors handling incoming authorizations from Area Agencies on Aging, Managed Care Organizations, and Health Plans for home delivered meals. The Intake Manager is also responsible for leading a Call Center dedicated to ILOS, 1115, and PD/CC clientele. This role is highly collaborative, requiring a strong history of leading cross-functional teams or projects. Extensive experience creating efficiencies and process iteration are keys to success in this role.

Interested candidates must be local to the Des Moines, IA area (within 1-1.5 hours) and able to work successfully both remotely and in-office.

Benefits

Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.

Benefits include:

-PTO, holiday pay and holiday of choice

-401(k) match

-Life insurance

-Short-term disability

-Health, dental and vision insurance

-Maternity/paternity leave

-Health savings account (HSA)

-Flex spending accounts (FSA) – health and dependent

Position Responsibilities may include, but not limited to

• Manage a team of approximately 100 front-line employees and 5-8 supervisors

• Track and document employee performance both formally and informally

• Complete employee performance reviews

• Create and distribute reports as needed or as requested by senior leadership

• Train, motivate, develop, and coach employees to drive case manager satisfaction, accuracy, efficiency, and performance

• Determine training requirements for new hires and additional performance-based training for existing Intake Specialists and Call Representatives, as needed

• Answer questions from Intake Specialists/Call Representatives and handle customer escalations

• Manage productivity based on department metrics to ensure workloads are being handled in an efficient and productive manner

• Formulate and implement rapid change and process improvements

• Work cross-functionally to support customer care, sales, and revenue cycle initiatives

• Lead weekly cross-functional operation meetings

• Lead monthly operational overview meetings to a cross functional leadership team

• Create strong working relationships with referring health plan partners, case worker agencies, and other referral sources

Required Skills and Experience

• Bachelor’s degree

• 5+ years’ work-related management experience with a background in the health, human services, managed care, or insurance industry

• Strong understanding of medical and ancillary benefit authorization process, payor portals, and the claims denial process

• Strong problem solving and analytical skills

• Experience driving process improvement activities

• Excellent verbal and written communication skills

• Ability to manage multiple priorities, demonstrated flexibility, and ability to adapt and implement change in a timely and effective manner

• Proficient in Microsoft Office, especially Outlook, Word, and Excel

• Strong relationship building skills with payers and external/internal customers

• Excellent attention to detail to avoid administrative errors

Preferred Skills and Experience

• Some post-graduate work

• Experience with Salesforce, Genesys, Secure File Transfers, and payer web portals

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers

• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods

• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

Company Overview

Mom’s Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide since 1999. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom’s Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.

EEO

Mom’s Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.

apply for this job (https://jobs.lever.co/momsmeals/33d6ae6e-ef85-4e67-84f6-e55a6b1c8947/apply)

Job Category: Corporate – Customer Care - Intake

Job Type: Full-Time

Location Type: Hybrid