Intake Director

Mom’s Meals, the leading national provider of refrigerated home-delivered meals in the healthcare market, is looking for an experienced Intake Director to lead our client intake teams.

The Intake Director provides strategic leadership and oversight of all intake operations supporting members and participants served through commercial insurance plans, Medicare Advantage, state Medicaid programs, Managed Medicaid organizations, and Older Americans Act (OAA) nutrition programs. This role is responsible for ensuring the efficient, accurate, and compliant management of referrals, eligibility verification, service authorizations, enrollment processes, and related intake activities. The Intake Director collaborates closely with referral sources, payers, care managers, providers, and internal departments to facilitate seamless service access, optimize operational performance, and maintain regulatory compliance while delivering high-quality member experience.

The Intake Director develops and manages intake workflows, performance metrics, quality standards, and staff development initiatives to ensure exceptional customer service and operational efficiency while supporting organizational growth and contractual compliance.

Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.

Benefits include: PTO, holiday pay and holiday of choice 401(k) match Life insurance Short-term disability Health, dental and vision insurance Maternity/paternity leave Health savings account (HSA) Flex spending accounts (FSA) – health and dependent

Location: 3210 SE Corporate Woods Dr, Ankeny, IA 50021

Position Responsibilities may include, but not limited to Intake Operations Management

Direct and oversee all intake and enrollment activities from referral receipt through service activation

Establish, maintain, and continuously improve intake processes, policies, and procedures

Ensure accurate and timely processing of referrals from insurance companies, Medicaid agencies, Medicare Advantage plans, healthcare providers, hospitals, case managers, and community organizations

Monitor intake volumes and staffing levels to ensure service level agreements (SLAs) are consistently achieved

Develop escalation procedures for urgent referrals, service disruptions, and complex cases

Collaborate with operations, customer service, billing, and nutrition services teams to ensure seamless member onboarding

Payer and Program Management

Ensure compliance with requirements established by Medicare Advantage plans, Medicaid Managed Care Organizations, state agencies, commercial insurers, and Older Americans Act programs

Oversee eligibility verification, benefit determination, authorization management, and documentation requirements

Maintain knowledge of payer-specific referral processes, service requirements, and contractual obligations

Serve as a primary operational contact for payer intake-related issues and performance concerns

Support implementation of new payer contracts and program launches

Team Leadership

Recruit, train, develop, and manage intake supervisors and intake specialists

Establish performance expectations and conduct regular performance evaluations

Foster a culture of accountability, accuracy, customer service excellence, and continuous improvement

Provide coaching and support to staff handling complex member and provider interactions

Create workforce plans that align staffing resources with organizational growth

Quality Assurance and Compliance

Ensure all intake activities comply with HIPAA, CMS regulations, Medicaid requirements, OAA program guidelines, and organizational policies

Monitor intake accuracy and documentation quality through audits and performance reviews

Develop corrective action plans when deficiencies are identified

Maintain readiness for payer audits, accreditation reviews, and regulatory inspections

Partner with Compliance and Quality departments to identify and mitigate operational risks

Data, Reporting, and Analytics

Develop and monitor key performance indicators (KPIs) including:

Referral turnaround time

Enrollment completion rates

Authorization accuracy

Service activation timelines

Customer satisfaction metrics

Intake productivity measures

Analyze trends and recommend operational improvements

Prepare reports for executive leadership, clients, and payer partners

Utilize intake, CRM, and care management systems to improve operational efficiency and data integrity

Cross-Functional Collaboration

Work closely with Sales, Commercial, Customer Success, Operations, Revenue Cycle Management, Nutrition Services, IT, and Customer Care teams

Support implementation of new technology solutions and workflow enhancements

Participate in strategic planning and growth initiatives

Collaborate with payer partners to address operational issues and improve member experience

Required Skills and Experience Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, Social Services, or related field

5+ years’ leadership experience in healthcare intake, care coordination, member services, healthcare operations, or a related field. Minimum of 3 years managing teams in a healthcare, payer, population health, or social services environment

Experience working with Medicare, Medicaid, Managed Care Organizations, health plans, or government-funded programs

Advanced computer skills – Microsoft Office Suite, with focus on Word, Excel, and Outlook

Excellent verbal, telephone, and written communication skills

Ability to multi-task and handle numerous assignments simultaneously

Strong leadership skills and the ability to take initiative

Excellent listening and feedback skills

Ability to work well in a team environment

Effective training and meeting skills

Professional, positive, and enthusiastic attitude

Proven performance management, coaching, and counseling skills

Strong attention to detail and analytical skills

Strong ability in making decisions regarding day-to-day issues

Experience with process improvement initiatives

Strong background in monitoring data for future forecasting

Strong understanding of healthcare reimbursement and authorization processes

Knowledge of Medicare Advantage, Medicaid, and Older Americans Act programs

Familiarity with HIPAA, CMS regulations, and healthcare compliance requirements

Excellent leadership, coaching, and team development skills

Strong analytical and problem-solving abilities

Exceptional organizational and project management skills

Experience with CRM, intake management, care management, and reporting systems

Ability to manage multiple priorities in a fast-paced environment

Excellent written and verbal communication skills

Preferred Skills and Experience Master’s degree

Experience with home-delivered meals, social determinants of health (SDOH), community-based services, or nutrition programs

Physical Requirements Repetitive motions that include the wrists, hands and/or fingers

Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods

Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus