Infusion Intake Manager – Client Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main client-facing representative for designated Intake accounts

• Develop strong relationships with client leadership, referral coordinators, clinical teams, and operational stakeholders

• Facilitate regular client meetings that concentrate on Intake performance, referral trends, barriers, and opportunities

• Provide updates on referral status, delays, missing information, and outstanding requirements

• Manage client expectations concerning Intake turnaround times, requirements, and deliverables

• Educate clients about Intake processes, documentation requirements, payer expectations, and best practices

• Oversee referrals from initial receipt to the completion of the Intake process

• Monitor referral volume, aging, status, outstanding requirements, authorization needs, and risks related to patient start dates

• Collaborate with Intake, Authorization, Accounts Receivable, Billing, Clinical, Revenue Cycle, and Leadership teams to address issues

• Identify and escalate clinical, operational, payer, reimbursement, and financial risks

• Analyze Intake performance metrics, trends, and root causes

• Present findings and recommendations to clients and internal leadership

• Develop action plans for recurring Intake issues and oversee their implementation

• Conduct process reviews to identify workflow gaps and implement enhancements

• Lead the Intake component during new client implementations and coordinate go-live requirements

• Provide training to clients and internal teams, and coordinate retraining as necessary

• Track escalated issues until resolution and ensure accountability for follow-up

• Maintain comprehensive client documentation, meeting notes, issue trackers, reports, escalations, and implementation records

• Report directly to the Director of Client Success

⛳️ Requirements

• Bachelor's degree preferred or equivalent professional experience

• 3–5 years of experience in Client Success, Healthcare Operations, Intake, Revenue Cycle Management, or a related healthcare field

• Strong understanding of healthcare reimbursement and revenue cycle processes

• Knowledge of referral, authorization, payer, and patient onboarding processes

• Excellent verbal and written communication skills

• Strong analytical and problem-solving capabilities

• Ability to recognize operational and financial risks

• Capacity to manage multiple priorities in a fast-paced environment

• Strong organizational and project management abilities

• Preferred: Experience in Home Infusion or Ambulatory Infusion Center (AIC/AIS)

• Preferred: Experience with Durable Medical Equipment or Home Medical Equipment (DME/HME)

• Preferred: Familiarity with WeInfuse, Brightree, CareTend, CPR+, R2, EPIC, or other healthcare/RCM platforms

• Preferred: Experience with insurance verification and authorization processes

• Preferred: Advanced Excel and reporting skills

• Preferred: Project management experience

• Preferred: Experience in implementing healthcare clients or operational workflows

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Comprehensive health, dental, and vision insurance

• Retirement savings plan with company match

• Opportunities for professional development and growth

• Flexible work arrangements and a supportive workplace culture