[Hiring] Manager of Centralized Intake @Gentiva

Role Description

The Manager of Centralized Intake provides operational leadership over the Referral Management team, which processes all referrals across all lines of service for approximately 500 branch locations. This role ensures timely referral response, maximizes admission conversion rates, and drives continuous improvement through data analysis, staff development, and cross-functional collaboration.

• Direct and manage all daily operations of the Centralized Intake team, including workflow optimization, staffing, scheduling, and quality assurance.
• 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 to align admission strategies, resolve escalations, and capitalize on market opportunities.
• Oversee insurance verification and authorization processes, ensuring accuracy and compliance with payer requirements.
• Ensure accurate and timely entry of referral data into applicable referral management systems; maintain high data integrity standards.
• Develop and deliver onboarding, training, and continuing education programs for all team members.
• Prepare and present operational reports, dashboards, and KPI summaries to senior leadership.
• Manage vendor relationships for all electronic referral platforms; coordinate issue resolution 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 manages a team of approximately 55 Admission Coordinators.
• Responsible for hiring, onboarding, scheduling, performance management, and team development.

Qualifications

• 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.
• Demonstrated experience managing remote or distributed teams across multiple locations.
• Strong knowledge of electronic referral platforms, EMR/EHR systems, and insurance verification processes.
• Proven ability to analyze operational data, build reports, and drive performance improvement.
• Excellent communication, problem-solving, and organizational skills.

Requirements

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

Benefits

• Competitive Pay
• 401(k) with Company Match
• Career Advancement Opportunities
• National & Local Recognition Programs
• Teammate Assistance Fund
• Medical, Dental, Vision Insurance (Full-Time)
• Mileage Reimbursement or Fleet Vehicle Program (Full-Time)
• Generous Paid Time Off + 7 Paid Holidays (Full-Time)
• Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care) (Full-Time)
• Education Support & Tuition Assistance (ASN to BSN, BSN to MSN) (Full-Time)
• Free Continuing Education Units (CEUs) (Full-Time)
• Company-paid Life & Long-Term Disability Insurance (Full-Time)
• Voluntary Benefits (Pet, Critical Illness, Accident, LTC) (Full-Time)