Intake Manager-Oconomowoc

101 Rogers Memorial Hospital, Inc.; Town of Oconomowoc (WI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401(k) retirement plan

Employee share program

Life/disability insurance

Flex spending accounts

Tuition reimbursement

Health and wellness program

Employee assistance program (EAP)

Job summary

Rogers Behavioral Health is recruiting an Intake Manager to oversee the campus intake department in Wisconsin. You will provide leadership, mentorship and daily operational oversight for intake staff, while ensuring policy compliance and efficient admission flow.

The role requires coordinating staffing, training, performance feedback, and collaboration with other departments to optimize patient access and care delivery.

Qualifications

• Associate's degree required; Bachelor's preferred.
• Minimum of two years’ experience in healthcare admissions or patient access.
• Supervisory or lead experience with proven results.
• Electronic medical record software experience.
• Knowledge of insurance providers and medical terminology.

Responsibilities

• Oversee the Intake department leadership staff, including interviewing, hiring and onboarding of intake staff and managing FTEs to budget.
• Create staff schedules and monitor PTO/time-off coverage and attendance to manage labor costs.
• Provide leadership and performance feedback to staff; address issues per policy with HR support.
• Develop and implement orientation and training materials; ensure ongoing staff development.
• Monitor daily intake flow and coordinate with internal departments to ensure timely admissions and patient access.
• Ensure adherence to policies and procedures; address complaints and opportunities for improvement with leadership.
• Collaborate with other departments and external referents to facilitate access to care.
• Perform duties per leadership guidance; participate in policy implementation and regulatory compliance.
• Participate in incident investigations and escalation processes as needed.
• Attend professional development opportunities to stay current on regulations and standards.

Skills

Leadership

Hiring

Scheduling

Training

Communication

Mentorship

Education

Associate's Degree

Bachelor's Degree preferred

Healthcare admissions experience

Supervisory experience

EMR experience

Tools

EMR software

Job description

Summary: The Intake Manager will provide oversight for the Intake department at Oconomowoc. This includes providing leadership and mentorship to Intake department staff and coordinating the day‑to‑day operations of the Intake function.

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.

Benefits:

• 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)

ABOUT ROGERS BEHAVIORAL HEALTH:

Rogers Behavioral Health is a nationally recognized, not‑for‑profit provider of highly specialized psychiatric care. Rogers offers evidence‑based treatment for children, teens, and adults with OCD and anxiety, addiction, depression and other mood disorders, eating disorders, trauma, and PTSD. Backed by more than a century of experience, Rogers is leading the way on measurement‑based care and use of clinical outcomes. Rogers provides residential care and has three inpatient facilities located in southeastern Wisconsin. Rogers also offers outpatient services in a growing network of communities across the U.S. The System also includes Rogers Behavioral Health Foundation which supports patient care, programs, and research; and Rogers InHealth an initiative that works to eliminate the stigma of mental health challenges. For more information, visit rogersbh.org.

EOE/MFDV Equal Employment Opportunity – Rogers Behavioral Health