What are the responsibilities and job description for the Intake Supervisor position at Palmetto Infusion?
About Us:
Palmetto Infusion provides comprehensive ambulatory and home-based infusion services to both acute and chronically ill patients. Our centers care for people by providing patients and their families with a convenient, affordable, and safe place to receive infusion treatments. We strive for more than personal service – always delivering a warm and attentive health care experience that boosts patients’ state-of-mind, improves their health, and quality of life.
At Palmetto Infusion, we believe in creating an experience that goes beyond just a job. It's about being part of something bigger than yourself - a connected group of caretakers who work together to restore health and hope to our patients. We call it The Palmetto Experience, and we believe it's what sets us apart from other employers.
For our employees, The Palmetto Experience means we serve and support people in our purpose to restore health and hope, we build a culture of belonging and collaboration, we deliver on our promise to treat people with respect and empathy, and we strive to embrace change and search for new opportunities.
About the Role:
The Supervisor functions as an integral member of a multidisciplinary team which manages the onboarding of new AIC patients. The primary responsibility is to ensure that new patient referrals are processed safely and timely, including assessments, insurance verifications/authorizations and patient assistance. The Supervisor promotes excellent customer service, process flow, operational integrity, quality care and process improvement along with high service standards. The Supervisor is also responsible for training and maintaining staff competency.
Schedule: Monday – Friday; 8:00 AM – 5:00 PM
Minimum Qualifications:
Experience/Education:
At Palmetto Infusion, we believe that patient advocacy is at the heart of everything we do, regardless of our roles within the organization. Each member of our team is dedicated to putting the needs and well-being of our patients first. Whether we're working directly with patients or supporting them behind the scenes, our commitment to being a compassionate advocate is paramount. We understand that every interaction, every decision, and every effort contribute to the quality of care our patients receive.
Together, we strive to ensure that every individual feels heard, supported, and empowered throughout their healthcare journey. This dedication to patient-centered care is what creates "The Palmetto Experience" — a standard of excellence that defines us and enriches the lives of those we serve.
Physical Demands:
All employees must uphold the confidentiality of protected health information and follow all HIPAA policies. This position has access to sensitive information and a breach of information may be grounds for immediate termination.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Palmetto Infusion provides comprehensive ambulatory and home-based infusion services to both acute and chronically ill patients. Our centers care for people by providing patients and their families with a convenient, affordable, and safe place to receive infusion treatments. We strive for more than personal service – always delivering a warm and attentive health care experience that boosts patients’ state-of-mind, improves their health, and quality of life.
At Palmetto Infusion, we believe in creating an experience that goes beyond just a job. It's about being part of something bigger than yourself - a connected group of caretakers who work together to restore health and hope to our patients. We call it The Palmetto Experience, and we believe it's what sets us apart from other employers.
For our employees, The Palmetto Experience means we serve and support people in our purpose to restore health and hope, we build a culture of belonging and collaboration, we deliver on our promise to treat people with respect and empathy, and we strive to embrace change and search for new opportunities.
About the Role:
The Supervisor functions as an integral member of a multidisciplinary team which manages the onboarding of new AIC patients. The primary responsibility is to ensure that new patient referrals are processed safely and timely, including assessments, insurance verifications/authorizations and patient assistance. The Supervisor promotes excellent customer service, process flow, operational integrity, quality care and process improvement along with high service standards. The Supervisor is also responsible for training and maintaining staff competency.
Schedule: Monday – Friday; 8:00 AM – 5:00 PM
Minimum Qualifications:
Experience/Education:
- High school diploma or Equivalent
- 2 years of medical insurance experience or 2 years of leadership experience
- Proficient at partner programs (i.e.: MS Outlook, Word, Excel).
- Ability to cope with ambiguous, changing environment while under pressure in a calm
- Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion/AccuRX team.
- Directly supervises the daily operations of Intake teams, which includes intake coordination, insurance verification/benefits and authorization and patient assistance activities.
- Ensures timely processing of new referrals by staff according to department guidelines and in collaboration with peers, sales and other leaders.
- Implements and maintains best practices for referral management that delight customers.
- Manages and monitors phone queues to ensure that key performance metrics are met or exceeded.
- Utilizes daily, weekly, monthly reports to manage productivity, quality and timeliness.
- Measures and tracks performance metrics and provides ongoing performance feedback to staff. Guides and counsels staff consistently.
- Performs phone, chart and insurance audits and works with Quality Auditor to create ongoing training for staff.
- Ensures best possible treatment options for patients and the company.
- Communicates with other departments across Palmetto Infusion to maximize patient care and customer satisfaction.
- Serves in a staff development/mentor role to direct reports.
- Responsible for coordinating staff orientation and training.
- Creates and maintains resource and training materials for staff, which includes clinical guidelines and medical policies for payors and therapies.
- Takes initiative to present ideas and suggestions to leadership that result in improved patient care or efficiency.
- Complies with all federal, state, county, and municipal laws, rules, ordinances and regulations in the performance of obligations herein, as well as with applicable PI policies and personnel qualifications.
- Competitive Compensation
- Comprehensive Medical Insurance
- Dental and Vision Insurance
- Company Life Insurance
- Voluntary Life and Disability Insurance
- Additional Voluntary Supplemental Plans
- Flexible Spending Account (Medical and Dependent Care)
- Health Savings Account
- 401K Retirement Plan
- Employee Assistance Program (EAP)
- Employee Discounts
- Ramsey SmartDollar Program
- Referral Program
- Tuition Assistance
- Paid Time Off
- 8 Paid Company Holidays
At Palmetto Infusion, we believe that patient advocacy is at the heart of everything we do, regardless of our roles within the organization. Each member of our team is dedicated to putting the needs and well-being of our patients first. Whether we're working directly with patients or supporting them behind the scenes, our commitment to being a compassionate advocate is paramount. We understand that every interaction, every decision, and every effort contribute to the quality of care our patients receive.
Together, we strive to ensure that every individual feels heard, supported, and empowered throughout their healthcare journey. This dedication to patient-centered care is what creates "The Palmetto Experience" — a standard of excellence that defines us and enriches the lives of those we serve.
Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk, and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors, and staff.
All employees must uphold the confidentiality of protected health information and follow all HIPAA policies. This position has access to sensitive information and a breach of information may be grounds for immediate termination.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
