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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 strategies, resolve escalations, and capitalize on market opportunities.
Oversee insurance verification and authorization processes, ensuring accuracy and compliance with payer requirements, including Medicare, Medicaid, and commercial plans.
Ensure accurate and timely entry of referral data into HCHB, Allscripts, and all applicable referral management systems; maintain high data integrity standards.
Develop and deliver onboarding, training, and continuing education programs for all team members; ensure cross-training across all referral platforms and lines of service.
Prepare and present operational reports, dashboards, and KPI summaries to senior leadership; leverage analytics to identify trends, gaps, and growth opportunities.
Manage vendor relationships for all electronic referral platforms; coordinate issue resolution, profile maintenance, 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 indirectly, Central Admission Coordinators).
Manages team of approximately 55 Admission Coordinators servicing 500+ branch locations across all lines of service.
Responsible for hiring, onboarding, scheduling, performance management, and team development.
About You
Required:
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, preferably in hospice, home health, or post-acute care.
Demonstrated experience managing remote or distributed teams across multiple locations.
Strong knowledge of electronic referral platforms, EMR/EHR systems (HCHB, Allscripts, Epic), and insurance verification processes.
Proven ability to analyze operational data, build reports, and drive performance improvement.
Excellent communication, problem-solving, and organizational skills.
Preferred:
LPN/LVN licensure or RN licensure.
Experience with CarePort, Navi Health, Ensocare, Aidin, or similar referral platforms.
Experience leading large-scale operational rollouts or process transformations.
Competencies
Leadership and People Development
Operational Excellence and Process Improvement
Data-Driven Decision Making
Cross-Functional Collaboration
Change Management and Adaptability
Patient and Customer-Centric Mindset
We Offer
Benefits for All Associates (Full-Time, Part-Time & Per Diem):
Apply today and help us streamline referrals, lead with care, and improve access—one patient at a time.
Legalese
This is a safety-sensitive position
Employee must meet minimum requirements to be eligible for benefits
Where applicable, employee must meet state specific requirements
We are proud to be an EEO employer
We maintain a drug-free workplace
Location
Gentiva Our Company
At Gentiva , it is our privilege to offer compassionate care in the comfort of wherever our patients call home. We are a national leader in hospice care, palliative care, home health care, and advanced illness management, with nearly 600 locations and thousands of dedicated clinicians across 38 states.
Our place is by the side of those who need us – from helping people recover from illness, injury, or surgery in the comfort of their homes to guiding patients and their families through the physical, emotional, and spiritual effects of a serious illness or terminal diagnosis.
Our nationwide reach is powered by a family of trusted brands that include:
Hospice care: Gentiva Hospice, Emerald Coast Hospice Care, Heartland Hospice, Hospice Plus, New Century Hospice, Regency SouthernCare, SouthernCare Hospice Services, SouthernCare New Beacon
Palliative care: Empatia Palliative Care, Emerald Coast Palliative Care
Home health care: Heartland Home Health
Advanced illness management: Illumia Health
With corporate headquarters in Atlanta, Georgia, and providers delivering care across the U.S., we are proud to offer rewarding careers in a collaborative environment where inspiring achievements are recognized – and kindness is celebrated.