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POSITION PURPOSE

The Manager of Intake Services is directly responsible for the development, implementation and overall operation of the intake process and serves as a clinical resource to the office staff. This position is responsible for determining and implementing admissions best-practices, and ensuring overall customer satisfaction. The Manager of Intake Services functions as an integral member of a multidisciplinary clinical team which manages the care of ambulatory infusion patients. Partners with the Reimbursement, Clinical and Sales teams in providing and promoting customer service, process flow, operational integrity, quality care and process improvement along with high service standards.

QUALIFICATIONS/REQUIRED EDUCATION/TRAINING

EXPERIENCE/EDUCATION

• A graduate of an accredited school of nursing with a valid RN license.
• Demonstrated leadership skills and a minimum of three years of experience in a related field.
• 3 years' experience in supervision and administration.
• Medical terminology and coding is preferred, but not required.

PREFERRED QUALIFICATIONS

• Knowledge of infusion service procedures and reimbursement policies is preferred but not required.

OTHER QUALIFICATIONS

• Strong organizational, communication and problem solving skills.
• Excellent internal and external customer service.
• A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers.
• Must be able to assume a flexible work schedule.

INTERPERSONAL SKILLS

• Must have excellent interpersonal skills in handling interactions with Palmetto Infusion staff, other agencies, groups, patients and families.

TECHNOLOGY SKILLS

• Competent in use of company email as means of communication, accessing the company website to view company policies and electronic medical records.
• Competent in the use of company self-service payroll software (time and attendance, benefits, pay statements).
• Competent in the use of Microsoft Office products and the ability to navigate Internet Explorer. Proficient in typing, word processing (Microsoft Outlook/Express, Word, Excel), and familiar with office equipment.

LANGUAGE SKILLS

• This position requires a knowledge of, and sensitivity to, cultural and language differences.

MATHEMATICAL SKILLS

• Must have the ability to perform basic mathematical computations. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY

• There are a number of deadlines associated with this position. The employee must also multi-task and interact with a wider variety of people on various and, at times, complicated issues.

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 50 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.

OTHER SKILLS

• Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion team.

ESSENTIAL DUTIES, FUNCTIONS and RESPONSIBILITIES

• Directly manages intake team and processes to ensure customer service excellence.
• Implements the Vision, Mission and Values of Palmetto Infusion
• Develops, monitors, coaches and manages staff, ensuring the development of employees through orientation, training e tablishing objectives, communication of rules, constructive discipline
• Develop and monitor key quality and productivity metrics and create a culture of accountability
• Works with reimbursement, clinical and sales team regarding Intake that impacts customer service levels, reimbursement functions and reimbursement claim resolution
• Serves as a facilitator and intradepartmental team builder
• Monitors and ensures compliance with Company policies and State and Federal rules and regulations

PERFORMANCE EXPECTATIONS

In performance of their respective tasks and duties all employees and contract employees of Palmetto Infusion are expected to conform to the following:

• Adhere to all professional and ethical behavior standards of the healthcare industry.
• Display a neat, clean and professional appearance at all times.
• Interact in an honest, trustworthy and dependable manner with patients, employees and vendors.
• Possess cultural awareness and sensitivity.
• Maintain a current insurable driver's license.
• Maintain professional licensure, certification and health requirements as required for this position.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the primary functions of this job. Normal office conditions exist, and the noise level in the work environment can vary from low to moderate. Limited overnight travel may be required from time to time.

OTHER

All employees must uphold all principles of confidentiality and patient care to the fullest extent. This position has access to sensitive information and a breach of these principles will be grounds for immediate termination.