Infusion Intake Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Infusion Intake Manager of Client Experience based in United States.

• Serve as the primary client-facing contact for assigned intake accounts, developing strong relationships with client leadership, referral coordinators, clinical teams, and operational stakeholders.
• Conduct recurring performance discussions, communicate referral status and barriers, manage expectations, and proactively surface recurring issues.
• Monitor referrals from initial receipt through completion of the intake process, ensuring appropriate turnaround times and accurate documentation.
• Track referral volume, aging, status, missing information, authorization requirements, and potential patient start-date delays.
• Identify stalled, incomplete, or at-risk referrals and coordinate with Intake, Authorization, Clinical, AR, Billing, and leadership teams to resolve barriers.
• Ensure escalated issues are assigned to the appropriate owner and followed through to resolution.
• Review referrals for potential financial exposure, including high-cost medications, government payers, non-covered services, reimbursement concerns, and other collection risks.
• Partner with revenue cycle teams to identify and mitigate payer and reimbursement concerns before services are provided.
• Monitor key metrics including referral turnaround time, referral aging, conversion and fallout rates, authorization performance, missing documentation, patient start-date timeliness, payer barriers, financial exposure, SLA compliance, client satisfaction, and escalation resolution.
• Analyze intake performance data to identify trends, root causes, recurring barriers, and opportunities for improvement.
• Present findings and actionable recommendations to clients and internal leadership and establish action plans for recurring issues.
• Assess client and internal intake workflows to identify opportunities to improve referral quality, communication, documentation, efficiency, and patient start times.
• Partner with operational leadership to implement standardized processes and best practices.
• Lead the intake component of new client implementations, coordinating required information, client-specific workflows, payer considerations, contacts, escalation procedures, and go-live milestones.
• Monitor the initial implementation period and address issues before transitioning the account into ongoing operations.
• Educate clients on intake processes, documentation requirements, payer expectations, and best practices.
• Identify recurring client or internal knowledge gaps and coordinate appropriate training or retraining.
• Facilitate effective collaboration across Intake, Authorization, AR, Billing, Cash Posting, Clinical, Revenue Cycle Leadership, and client teams while maintaining clear accountability for each function.
• Maintain accurate client meeting notes, action items, workflows, project trackers, escalation records, implementation documentation, and recurring intake reports to ensure decisions and commitments remain visible and actionable.
• Proactively identify opportunities to strengthen client relationships, reduce preventable delays and financial exposure, improve referral-to-start conversion, and support long-term client satisfaction and retention.

• Bachelor's degree preferred, or equivalent relevant work experience, with 3–5 years of experience in Client Success, Healthcare Operations, Intake, Revenue Cycle Management, or a related healthcare field.
• Strong understanding of healthcare reimbursement, revenue cycle processes, referrals, insurance verification, authorizations, payer requirements, and patient onboarding workflows.
• Experience in Home Infusion or an Ambulatory Infusion Center (AIC/AIS) is preferred. Experience with Durable Medical Equipment or Home Medical Equipment (DME/HME) is also beneficial.
• Experience with healthcare or revenue cycle platforms such as WeInfuse, Brightree, CareTend, CPR+, R2, EPIC, or comparable systems is preferred. Advanced Excel and reporting skills are a plus.
• Strong ability to interpret operational data, identify trends and root causes, recognize financial and operational risks, and translate findings into practical recommendations.
• Excellent verbal and written communication.