Manager of Centralized Intake

Gentiva; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with Company Match

Medical Insurance

Paid Holidays

Tuition Assistance

Wellness Programs

Job summary

Gentiva is seeking a Manager of Centralized Intake to lead the Referral Management team for hospice, palliative care, and home health referrals across 500+ branches. You will drive timely responses, improve admission conversions, and oversee 24/7 intake operations with HIPAA compliance.

Responsibilities include staffing, performance coaching, data analytics, vendor coordination, and rollout of AI-enabled referral tools, while partnering with regional leadership to optimize market opportunities.

Qualifications

• Bachelor's degree or equivalent in healthcare administration, nursing, social work, or related field.

Responsibilities

• Direct and manage daily operations of the Centralized Intake team across all referral channels and platforms.

Skills

Leadership

Data analysis

Communication

Healthcare operations

Education

Bachelor's degree in healthcare administration

Tools

CarePort

Navi Health

Epic

Ensocare

Allscripts

HCHB

Aidin

Job description

Overview

The Manager of Centralized Intake provides operational leadership over the Referral Management team, which processes all referrals, including electronic, fax, phone, and email, across all lines of service (hospice, palliative care, and home health) for approximately 500 branch locations utilizing. This role ensures timely referral response, maximizes admission conversion rates, and drives continuous improvement through data analysis, staff development, and cross-functional collaboration with regional sales and operations leadership. The Manager oversees Centralized Intake Leads and Coordinators, ensuring 24/7 coverage and seamless integration between daytime and after-hours intake operations.

Essential Functions

• Direct and manage all daily operations of the Centralized Intake team, including workflow optimization, staffing, scheduling, and quality assurance across all referral channels and electronic platforms (CarePort, Navi Health, Epic, Ensocare, Aidin, Aida, and future AI-enabled platforms).
• Lead, coach, and develop Centralized Intake Leads and Coordinators; conduct performance evaluations, manage corrective actions, and foster a high-performance, patient-centered culture.
• Monitor and manage referral response times, acceptance rates, pend management, non-admission tracking, and conversion metrics; implement process improvements to reduce average referral processing time.
• Partner with regional, area, and branch leadership (sales and operations) to align admission strategies, resolve escalations, and capitalize on market opportunities.
• Oversee insurance verification and authorization processes, ensuring accuracy and compliance with payer requirements, including Medicare, Medicaid, and commercial plans.
• Ensure accurate and timely entry of referral data into HCHB, Allscripts, and all applicable referral management systems; maintain high data integrity standards.
• Develop and deliver onboarding, training, and continuing education programs for all team members; ensure cross-training across all referral platforms and lines of service.
• Prepare and present operational reports, dashboards, and KPI summaries to senior leadership; leverage analytics to identify trends, gaps, and growth opportunities.
• Manage vendor relationships for all electronic referral platforms; coordinate issue resolution, profile maintenance, and system optimization.
• Ensure team compliance with HIPAA, federal and state regulations, accreditation standards, and all company policies and procedures.
• Support the rollout and adoption of AI-enabled referral management tools and centralized platform enhancements.
• Participate in on-call rotation and provide leadership coverage for evenings, weekends, and holidays as needed.
• Directly supervises Central Admission Leads (and indirectly, Central Admission Coordinators).
• Manages team of approximately 55 Admission Coordinators servicing 500+ branch locations across all lines of service.
• Responsible for hiring, onboarding, scheduling, performance management, and team development.

About You

Required:

• Bachelor's degree in healthcare administration, Business, Nursing, Social Work, or a related field; or equivalent combination of education and experience.
• Minimum of 3-5 years of progressive management experience in healthcare admissions, intake operations, or contact center management, preferably in hospice, home health, or post-acute care.
• Demonstrated experience managing remote or distributed teams across multiple locations.
• Strong knowledge of electronic referral platforms, EMR/EHR systems (HCHB, Allscripts, Epic), and insurance verification processes.
• Proven ability to analyze operational data, build reports, and drive performance improvement.
• Excellent communication, problem-solving, and organizational skills.

Preferred:

• LPN/LVN licensure or RN licensure.
• Experience with CarePort, Navi Health, Ensocare, Aidin, or similar referral platforms.
• Experience leading large-scale operational rollouts or process transformations.

Competencies

• Leadership and People Development
• Operational Excellence and Process Improvement
• Data-Driven Decision Making
• Cross-Functional Collaboration
• Change Management and Adaptability
• Patient and Customer-Centric Mindset

We Offer

Benefits for All Associates (Full-Time, Part-Time & Per Diem):

• Competitive Pay
• 401(k) with Company Match
• Career Advancement Opportunities
• National & Local Recognition Programs
• Teammate Assistance Fund

Additional Full-Time Benefits:

• Medical, Dental, Vision Insurance
• Mileage Reimbursement or Fleet Vehicle Program
• Generous Paid Time Off + 7 Paid Holidays
• Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care)
• Education Support & Tuition Assistance (ASN to BSN, BSN to MSN)
• Free Continuing Education Units (CEUs)
• Company-paid Life & Long-Term Disability Insurance
• Voluntary Benefits (Pet, Critical Illness, Accident, LTC)