Summary The Director of Central Intake is responsible for providing leadership, oversight, and operational management of the Central Intake Division across the organization. This position serves as a working leader who actively participates in referral management and admissions support while overseeing team performance, process improvement, occupancy growth initiatives, and referral management strategies. The Director of Central Intake collaborates with location leadership, clinical teams, business development, and referral partners to support census growth, operational efficiency, and customer satisfaction.

Responsibilities

Operational Leadership Lead and support the ongoing development and expansion of the Central Intake Division. Participate in referral review, intake coordination, escalation management, and admissions support activities. Oversee daily intake workflows to ensure timely processing and disposition of referrals.

Develop and maintain standardized intake processes, workflows, and best practices.

and may change over time based on the strategy and needs of the organization.

Requirements

Team Leadership and Development Directly supervise, mentor, and support Central Intake team members. Provide coaching, training, and professional development opportunities. Establish performance expectations and conduct performance evaluations.

Address performance concerns through coaching and corrective action when appropriate. Foster a culture of accountability, teamwork, and continuous improvement. Census Growth and Performance Management Monitor referral activity, conversion rates, occupancy trends, and census goals.

Collaborate with location leadership and business development teams to identify growth opportunities. Analyze referral patterns, payer mix, decline reasons, and lost opportunities. Support new business follow-up initiatives through virtual outreach platforms.

Reporting and Analytics Monitor and analyze referral volume, conversion rates, occupancy trends, payer mix, referral source performance, and intake processing times. Prepare reports and presentations for executive leadership. Utilize data to identify opportunities for process improvement and operational efficiencies.

Relationship Management Develop and maintain effective working relationships with referral partners, hospitals, managed care organizations, location leadership, and internal teams. Serve as a resource for complex admissions and referral concerns. Promote exceptional customer service throughout the intake process.

Strategic Planning and Process Improvement Participate in strategic planning initiatives related to centralized admissions and occupancy growth. Identify opportunities for workflow improvements and technology enhancements. Support operational improvement projects, system implementations, and change management initiatives.

Qualifications

Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or related field preferred. Equivalent combination of education and relevant experience may be considered. Minimum of 3 to 5 years of experience in skilled nursing, post-acute care admissions, central intake, or healthcare operations leadership.

Previous supervisory or management experience required. Experience with census development, referral management, and occupancy growth strategies preferred. Knowledge of Medicare, Medicaid, Managed Care, and commercial payer processes preferred.

Experience with referral management systems, electronic medical records, and customer relationship management software preferred. Proficient with Microsoft Office applications and reporting tools. Skills Characteristics Strong leadership, coaching, and team development skills.

Ability to analyze operational data and identify opportunities for improvement.