Intake Manager

Mosaictherapy; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Mosaictherapy is seeking an Intake Manager to oversee the Intake team, ensuring a supportive first contact for families starting ABA therapy. This role involves managing team performance, streamlining intake processes, and maintaining compliance with regulations.

The ideal candidate has a strong background in healthcare intake, exceptional leadership skills, and experience in managing proprietary software. This position offers the opportunity to significantly impact families' experiences and the effectiveness of our services.

Qualifications

• Minimum of 4 years’ experience in healthcare intake-related role with evidence of progressive growth.
• 2+ years of leadership experience managing a team greater than 5 associates.
• Experience working within ABA is a huge plus.

Responsibilities

• Lead the Intake Department, overseeing hiring, training, and performance evaluation.
• Drive team success and accountability through KPI tracking.
• Manage authorization denials and collaborate with the billing team.

Skills

HIPAA regulations

Data analysis

Mentoring and leadership

Microsoft Excel

Organizational skills

Education

Bachelor’s degree in related field

Master’s degree

Tools

Proprietary software platforms

Job description

As the Intake Manager, you will lead the day-to-day operations of our Intake team serving as a professional and supportive “first contact” for prospective families seeking to begin their ABA therapy journey. Reporting to the Director of Revenue Cycle, you will ensure our families receive prompt, courteous service while driving the team to meet and exceed key performance indicators (KPIs). To support a cohesive and productive Intake process, you will also act as the internal product owner for Mosaic’s proprietary intake software. In this capacity, you will bridge daily intake operations with technical execution by managing operational bugs, translating workflow bottlenecks into technical requirements, and partnering closely with an external development team to scope, test, and deploy system enhancements.

Responsibilities

• Lead, mentor, and grow a highly productive Intake Department, overseeing the hiring, training, and performance evaluation of all team members.
• Establish a regular cadence of individual and group touchpoints to ensure workflows, job responsibilities, and delegated duties are clearly understood and executed.
• Drive team success and accountability through monthly and quarterly KPI tracking, leveraging this data to optimize performance and presenting findings to executive leadership.
• Oversee the communication process for prospective families seeking ABA services, ensuring timely, welcoming follow-ups and answering questions about Mosaic’s therapy model.
• Ensure that pre-established intake processes are followed, including initial screenings, provider referral follow-up, comprehensive eligibility and benefit verification, and authorization capture.
• Manage authorization denials and work closely with Mosaic’s billing team to promptly troubleshoot and resolve any complex authorization or eligibility issues.
• Maintain accurate client demographic and authorization data across both our proprietary Intake Software and the EHR system, while actively logging, prioritizing, and managing day-to-day operational software bugs.
• Serve as the primary technical liaison with our external software development team to troubleshoot errors, conduct user testing, and project-manage system fixes based on team feedback.
• Ensure timely receipt and accurate creation of both initial and subsequent authorizations, coordinating closely with clinical teams to monitor clinic availability and optimize process flows.
• Assist providers and clinics with questions or system errors related to benefits, authorizations, and financial responsibility, guiding the team to collect client responsibility compassionately.
• Actively participate in intake meetings, collaborating with BCBAs, providers, and clinic directors to establish best-in-class intake practices.
• Collaborate with the Business Development team to maximize referral conversion rates and support community outreach initiatives.
• Enforce strict compliance with internal controls and HIPAA Privacy Rules to protect the privacy and security of our families' health information.

Qualifications

• Extensive knowledge of the rules and regulations that govern HIPAA, client onboarding, eligibility verification, denial management, and utilization management/authorization capture. Experience working within ABA or behavioral health billing is a huge plus.
• Proven capability to analyze data in a clear and concise manner, translate operational workflows into technical requirements, and effectively present information to executive leadership, RCM teams, and external vendors.
• Experience managing proprietary software platforms, acting as a product owner, or working closely with external software developers is highly preferred.
• Ability to mentor, develop, supervise, and grow a productive intake and billing team.
• Strong organizational, prioritization, and problem‑solving skills, with the ability to work independently, make sound judgments, and adapt flexibly.
• Ability to establish and maintain collaborative working relationships with both internal and external stakeholders.
• Strong understanding and application of Microsoft Excel, PowerPoint, and Word.
• Comfort and capability in communicating financial responsibility and collect client responsibility compassionately.
• Excellent interpersonal, verbal, and written skills.
• Ability to act with discretion, tact, and professionalism in all situations.
• Extreme attention to detail.

Requirements

• Bachelor’s degree in related field required (master’s degree preferred).
• Minimum of 4 years’ experience in healthcare intake‑related role with evidence of progressive growth.
• 2+ years of leadership experience managing a team greater than 5 associates.
• Experience working within ABA is a huge plus.