Manager of Centralized Intake

Overview The Manager of Centralized Intake provides operational leadership over the Referral Management team, which processes all referrals, including electronic, fax, phone, and email, across all lines of service (hospice, palliative care, and home health) for approximately 500 branch locations utilizing. This role ensures timely referral response, maximizes admission conversion rates, and drives continuous improvement through data analysis, staff development, and cross-functional collaboration with regional sales and operations leadership. The Manager oversees Centralized Intake Leads and Coordinators, ensuring 24/7 coverage and seamless integration between daytime and after-hours intake operations. Essential Functions Direct and manage all daily operations of the Centralized Intake team, including workflow optimization, staffing, scheduling, and quality assurance across all referral channels and electronic platforms (CarePort, Navi Health, Epic, Ensocare, Aidin, Aida, and future AI-enabled platforms). 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 (sales and operations) to align admission