Senior Intake & Operations Manager, Health Services

Momsmeals; Ankeny (IA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

PTO, holidays

401(k) match

Life insurance

Short-term disability

Health/dental/vision insurance

Maternity/paternity leave

HSA

FSA – health and dependent

Job summary

Mom’s Meals is hiring an Intake Manager to lead a large team of intake specialists and supervisors handling authorizations for home-delivered meals. The role requires guiding a cross-functional call center focused on ILOS, 1115, and PD/CC clientele, with a strong track record in process improvements.

The successful candidate will work locally in Des Moines, IA area and can blend remote and in-office work as needed, driving efficiency and cross-department collaboration with senior leadership.

Qualifications

• Bachelor’s degree required.
• 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
• Some post-graduate work
• Experience with Salesforce, Genesys, Secure File Transfers, and payer web portals
• 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

Responsibilities

• 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.

Skills

Team leadership

Cross-functional leadership

Process improvement

Analytical skills

Communication skills

Multitasking

MS Office

Salesforce

Genesys

Payer portals

Education

Bachelor’s degree

Tools

Salesforce

Genesys

Secure File Transfers

Payer portals

MS Office Suite

Job description

Mom’s Meals is hiring an Intake Manager to lead a large team of intake specialists and supervisors handling authorizations for home-delivered meals. The role requires guiding a cross-functional call center focused on ILOS, 1115, and PD/CC clientele, with a strong track record in process improvements.

The successful candidate will work locally in Des Moines, IA area and can blend remote and in-office work as needed, driving efficiency and cross-department collaboration with senior leadership.