Intake Services Manager

Sevita Family

The Sevita Family provides community-based services for individuals with intellectual and developmental disabilities. Here we believe every person has the right to live well, and everyone deserves to have a fulfilling career. You'll join a mission-driven team and create relationships that motivate us all every day. Join us today, and experience a career well lived.

Our Mission And Performance Expectations

At Sevita, we believe that everyone deserves to live well. For more than 50 years, our team members have provided home and community-based health care for adults, children, and their families across the United States. Our extraordinary team offers innovative, quality services and support that lead to growth and new opportunities for the people we serve and for our employees.

Summary

• Position Type: Full-time, exempt, salaried supervisory role

• Scope of Role: Oversees census and periodic service growth activities across a state; may include direct oversight of Intake Coordinators

• Key Responsibilities: Acts as a working manager, driving census and periodic service activities and working closely with regional and state leadership to ensure alignment with a state's business goals and objectives

• Supervisory Role: Leads state team performance to achieve expectations by ensuring processes are in place and coaching for key behaviors; the supervised team is compensated through hourly basis plus performance-based bonuses tied to key metrics

Essential Job Functions

To perform this job successfully, an individual must be able to satisfactorily perform each essential function listed below:

Leadership and Supervision

• Personnel: May provide direct supervision to regional Intake Coordinators within the assigned region or state

• Coaching & Mentorship: Supports skill development, performance feedback, and adherence to intake best practices

• Training: Facilitates new hire training and onboarding and informal coaching for intake and operations teams related to referrals and intake management

Strategic Growth

• Marketing Content: Implements defined marketing strategies in partnership with operations intended to reach individuals, families, guardians, counties, and managed care entities via methods such as social media, collateral, OneDay videos, community events, and sponsorships

• Special Projects: Assists in executing state-level initiatives to understand referral dynamics, increase referral volume and improve conversion rates, minimize discharges, and optimize occupancy

• Community Engagement: Participates in local sponsorships, community events, and other activities to promote organizational visibility and partnerships

• Liaison to Funders: Develops ongoing relationships with funding agencies and MCOs, providing timely communication, credentialing, and issue resolution

Census & Periodic Service Management

• Referral Pipeline Management: Maintains a large base of referral sources to hit target numbers with appropriate admissions. Addresses pipeline challenges and develops corrective action plans to meet census and periodic service goals

• Referral Intake: Assists Coordinators with intake workflow throughout the state including outreach, assessments, eligibility verification, funding and placement, and data entry

• Service Management Meetings: Facilitates service management meetings within the state, including weekly referral reviews, monthly in-depth discharge reviews, at-risk/service preservation calls, and quarterly service management reviews

• Process Optimization: Implements best practice standards for census and periodic service management activities, ensuring intake coordinators also follow established protocols

Service Delivery & Quality

• Stakeholder Communication: Provides clear, respectful, and timely communication with individuals served, families, and payors regarding service planning, admissions, and other updates to achieve our goal of being the provider of choice for these partners

• Service Accountability: Aligns service commitments with program capabilities to deliver on customer expectations

• Customer Feedback & Resolution: Analyzes customer complaints and service issues with operations, ensuring successful resolution to maintain consistent customer satisfaction

Reporting & Insights

• Data Monitoring: Reviews state and regional census and periodic data and trends regularly, especially with state leadership and Growth Director

• Action Planning: Leads identification and response to trends within the state related to referrals, discharges, and at-risk service preservations. Oversees development and execution of effective mitigation plans within the state

Other

• Emergency Coverage: Assists with emergency coverage and crisis intervention support when needed

• Performs other duties and projects as required

Minimum Knowledge and Skills Required by the Job

The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job:

Education and Experience:

• Minimum three years' experience in Rehabilitation or Human Services

• Bachelor's degree in Business or Human Services

Key Metrics:

• State Revenue, EBITDA

• Budgeted Census

• Periodic Service Admits & Utilization

• Referrals to Achieve Future Metrics

• New Admit 90-Day Discharge Rate

• Time to Initial Outreach

• Time to Assessment

• Time to Site Visit

• Time to Placement

• OneDay Videos

Other Requirements:

• State travel as needed; estimated 25% depending on market scope (community events, regional check-ins)

Physical Requirements:

• Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

Americans With Disabilities Act Statement

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation to be determined on a case by case basis via the interactive process.

Sevita is a leading provider of home and community-based specialized health care. We believe that everyone deserves to live a full, more independent life. We provide people with quality services and individualized supports that lead to growth and independence, regardless of the physical, intellectual, or behavioral challenges they face. We've made this our mission for more than 50 years.

As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, citizenship, or any other characteristic protected by law.