Director, Intake Operations

The VNA of the Treasure Coast provides compassionate, innovative care of the highest quality, setting the standard for patients and caregivers needing private care, home health, hospice, and community health services. Together, we provide the highest quality patient care. Come be a part of the VNA team! We are a mission-minded non-profit organization that has been committed to making a difference in the community we serve since 1975! The VNA offers its associates a competitive array of benefits and perks such as: Competitive pay Up to 18 paid days off accrued in first year, 6 observed holidays

• Competitive rates and plans for health, dental, and vision insurance
• Employer paid term life insurance
• 403b retirement plan with company match after one year Complimentary access to VNA Mobile Health Clinic Tuition reimbursement after one year of service
• Free CEU credits Immediate Access to Employee Assistance Plan (EAP) Several local and national discounts
• Available to benefit eligible associates

Job Summary:

The Director, Access & Intake Operations is responsible for leading the enterprise-wide Referral Access Strategy across Home Health, Hospice, and Private Care. This role transforms intake from a transactional function into a high-performing revenue and access engine , ensuring: rapid response to all referrals maximum conversion of inbound demand seamless coordination with clinical and operational teams scalable, technology-enabled workflows exceptional referral source and patient experience The Director owns performance across the full front-end patient access continuum—from referral receipt through readiness for admission scheduling. This leader drives operational excellence, workforce performance, technology optimization (HCHB and integrated platforms), and continuous improvement to support organizational growth and financial sustainability.

Responsibilities:

1. Growth & Conversion Leadership Own and improve: conversion rates by service line (HH, Hospice, Private Care) referral capture from key sources fallout reduction strategies referral source satisfaction and responsiveness

Target Outcomes:

HH conversion ≥ 84% Hospice conversion ≥ 80% Private Care conversion ≥ 85% 2. Access & Speed-to-Care Ensure industry-leading response times: referral-to-first touch < 10 minutes urgent hospice handoff < 5 minutes same-day readiness for scheduling Eliminate intake delays that negatively impact patient access and referral retention. 3. Operational Excellence Design and manage a centralized Referral Command Center that includes: Intake Coordinators Referral Specialists Insurance/Authorization Specialists Clinical Intake RN Reviewers Intake Manager(s)

Establish:

standardized workflows queue management protocols referral ownership model document control system escalation processes 4. Technology & Automation Leadership Own optimization and performance of: Homecare Homebase (HCHB) Forcura /

Mosaic CarePort Bamboo Health Drive:

elimination of duplicate data entry automation of document workflows AI-assisted referral intake (as appropriate) real-time dashboards and analytics 5. Workforce Strategy & Productivity Develop and manage a high-performing team through: staffing models aligned to volume productivity standards by role performance scorecards coaching and development weekend and extended coverage models Ensure labor efficiency while supporting growth. 6. Data, Analytics & Reporting Develop and maintain dashboards tracking: referral volume trends conversion rates by source and service line speed-to-response metrics document completion timelines staff productivity referral fallout reasons Provide weekly and monthly executive reporting. 7.

Cross-Functional Leadership Partner with:

Home Health Operations Hospice Leadership (including Admissions team) Private Care Leadership Business Development / Sales Finance People & Culture IT / Systems Ensure seamless handoffs and alignment across the organization. 8. Compliance & Quality Ensure adherence to: CMS regulations AHCA standards Joint Commission requirements payer guidelines HIPAA and data privacy standards Implement quality audits and process controls.

Qualifications:

To perform this job successfully, an individual must have: Bachelor's degree in Healthcare Administration, Business, Nursing, or related field, preferred 5-7+ years healthcare operations leadership experience Experience managing intake, access, referral, or centralized operations Strong background in performance management and KPI-driven leadership Experience with EMR systems (preferably HCHB or similar)

Preferred:

Home Health, Hospice, or Post-Acute Care experience Master's degree (MBA, MHA, MSN) Experience implementing workflow redesign or automation initiatives Lean / process improvement experience

• This position requires a screening through the Care Provider Background Screening Clearinghouse.

For more information, please visit https://info.flclearinghouse.com

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance

Work Location:

In person