Job Description:

The Centralized Onboarding Intake Supervisor will help support a team of Intake Coordinators, who are a part of the Centralized Onboarding team. They will lead and influence the daily operational activities with the delivery of referral and eligibility for clients from internal and external referral sources within Preferred Family Healthcare (PFH). Supports the overall business plan by monitoring waitlists, team productivity and outcomes relative to established goals/measurements for all of PFH.

• Provides support and supervision to Intake Coordinators and Customer Service Representatives in Centralized Onboarding.

• Assists Manager and System Director with daily operations of the Centralized Onboarding department.

• Identifies presenting problems and needs of callers and/or Intake Coordinators and initiates action to resolve problems.

• Responds to referrals and documents in appropriate method.

• Ensure waiting lists are maintained according to CARF and DMH standards within PFH services.

• Facilitate screening on phone or face-to-face as needed.

• Complete intake paperwork to include but not limited to:

  • Face sheet

  • Release of information

  • Financial information (including verification)

• Monitor wait lists, call back file and any follow-up needed for the clients.

• Coordinate and complete duties, including screening and pre-assessment activities

• Create and manage work flows with manager to increase efficiencies with access, with a 24 hour turn around in return calls and screenings.

Knowledge, Skills, and Abilities:

• Proficient with Google applications and Microsoft 365

• Proficient at communicating with a team to inspire good performance

• Ability to prioritize tasks/ duties, create workflows, problem solve and manage multiple tasks while meeting deadlines.

• Excellent time management skills.

• Ability to track and report on how process flows are working and be able to swiftly change direction if a process needs to be changed.

• Ability to thrive in a fast-paced environment.

• Strong collaboration skills

• Strong customer service skills

Experience and Education Qualifications:

• Graduate from an accredited college or university with Bachelor’s degree in Business management, administration, health management, or closely related field (preferred); OR

• High school diploma and four (4) years' experience of office/ schedule/ intake management.

• Previous supervisory experience preferred.

Supervisory Requirements:

• Communicates with the System Director on the strategic direction of the organization and encourage participation by associates.

• Provides leadership support and guidance to all aspects of services provided.

• Takes an active role in monitoring the identification, development, and execution of strategic objectives.

• Involved, as appropriate, all associates in order to achieve goals.

• Effectively communicates to associates any changes and news worthy events within the department.

• Handles difficult personnel situations directly and in tandem with HR and/or brings to the attention of the Director, using appropriate discretion.

• Champions change and effectively manages the implementation of new ideas.

• Reinforce team approach throughout functions; support and solicit input from team members at all levels.

• Demonstrates the ability to work as a part of a team for the good of the whole by supporting and adapting to departmental decisions and changes.

• Demonstrates a positive attitude and approaches work as a team effort.

• Builds associate skills and knowledge and mentors them to new growth.

• Maintain positive, professional relationships with referral sources, clients, and coworkers, adhering to Code of Ethics and agency policies.

• Monitors the performance and productivity of each team member supervised and develops routinely reviewed performance goals for each supervised team member.

• Conducts annual performance and productivity of each supervised team member; identifying measurable goals and objectives for each team member.

• Provide and document timely orientation and on-going training of all team members.

• Other duties as assigned by System Director, Vice President, and/or Executive Team Members

We are an Equal Opportunity and Affirmative Action Employer, and encourage applications from all qualified individuals without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, age, marital status, disability or veteran status, or to other non-work related factors.

Preferred Family Healthcare is a Smoke and Tobacco Free Workplace.