LPN Intake Supervisor Home Health

The LPN Intake Supervisor is responsible for monitoring all referral channels and team members to ensure patient referrals to our practice are addressed timely and processed accurately. The Supervisor will support Intake Coordinators with daily tasks and develop solutions to any daily concerns, monitor work load of Intake Coordinators and delegate or assist with work when necessary, and help motivate team members to accomplish goals and build morale to improve the department environment. 

The Intake Department is the primary point of contact for new patient referrals and their respective providers and healthcare partners. The Intake Coordinator will review potential new patients and contact them as well as their families to educate on the nature of ACHC's services. The Intake Coordinator determines if prospective patients are interested and meet ACHC's intake criteria, and then initiates the new patient protocol.

Monitors team members throughout the day to ensure all daily Intake tasks are completed to include, but not limited to: daily onboarding of patients, Intake and Inactive message center requests are addressed, voicemails and emails are returned and all inquiries of services have been responded to by end of day.

• Monitors pending patient referral folders for all territories and the Intake spreadsheet, following up on referrals as needed with team members. 

• Manages the "Intake" and "Inactive" message centers in the EMR, delegating tasks as needed and is expected to report on this information weekly at the Operations meeting. 

• Manages multiple department documents and is responsible for the upkeep of the documents – e.g. ACHC Territory Assignment, ACHC Intake Spreadsheet, and the Territory and Credentialing Spreadsheet. 

• Addresses PCP changes that are a result of territory or credentialing change requests. Updates Territory and Credentialing Spreadsheet when requests received and notifies necessary parties when complete. 

• Assists with monitoring call queue, ensures team is logged in and out of the call queue per schedule to answer calls or work on messages, and return voicemails as received by end of the business day. 

• Assists team when needed with daily Intake tasks with a sense of urgency. These tasks include fielding incoming calls and monitors other channels for referrals such as e-mail, faxes, and EMR messages responding timely, completing the onboarding tasks for new patients including explaining our services and advising of the patients financial responsibility and scheduling their first appointment with our practice

Conducts marketing calls to current and potential referral sources and health care partners routinely to sustain a positive business relationship. 

• Attends marketing events as requested by Management to support territory growth and practice retention. 

• Engages with referral sources to ensure excellent customer service is being provided by our team and to learn of any opportunities for new referrals for business growth and development. 

• Performs hiring, in collaboration with the Care Coordination Manager, of potential new Intake Coordinators, which includes reviewing resumes and conducting interviews as well as assisting in the decision making for hiring new staff. 

• Trains new staff members on Intake processes, setting expectations and productivity standards for new team member, and giving consistent feedback on performance. 

• Determines staffing needs based on workload requirements and arranges for PRN staff to work as needed, communicating with Manager of staffing change needs. 

• Establishes individual goals for self and team of which are aligned with the Company's business strategies and objectives.

• Monitors productivity of team members to further ensure their individual goals and Company goals are achieved on a weekly basis, reporting information to Manager and during Operations meeting.

• Evaluates Intake Coordinator's knowledge base, identifies those who require additional training/support; provides needed support when identified.

• Reports any need for disciplinary action or corrective action plan for employee to Care Coordination Manager; performs investigation and addresses with employee in collaboration with Care Coordination Manager. 

• Completes performance evaluations for team members when due, including 90-day and yearly evaluations.

• Manages planned and unplanned time-off requests from team members and assist with coordinating coverage for a team member if off. The Intake Team Lead is also expected to cover a team member when off and/or schedule additional staff when needed.

 • Reviews time sheets for accuracy, correcting any issues with team member. Once reviewed time sheets are to be approved weekly for payroll.

 • Addresses issues within the department and offer advisement for team. 

• Attends Company and industry-related meetings, as required.

 • Meets with Manager regularly to discuss department needs.

 • Functions as a contributing and motivating member of the department's team and other teams, as assigned. 

• Performs special projects and other duties as assigned by executive leadership and Manager.

License Requirements

• Current LPN licensure in state of practice.
• Current Driver's License, vehicle insurance, and access to a dependable vehicle or public transportation.
• CPR Certification required.
• Minimum of one (1) year experience in medical office procedures/intake.