Care Management Intake Manager

Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

Every claim, referral, and case that enters our system starts at Intake — and how well that process runs determines everything downstream, from compliance standing to member trust. This role keeps that engine running: setting the pace, catching errors before they become problems, and making sure the team hits the mark on accuracy and turnaround every single day. The work directly protects our audit readiness with URAC and NCQA, which means it protects the organization's credibility with every client and health plan we serve.

When this team performs, members get faster, more accurate service — and when you lead them well, that performance becomes the department's reputation.

• Lead daily Intake operations: Own the scheduling, workload distribution, and workflow adherence for your team, keeping production steady and predictable.
• Drive coaching and accountability: Deliver regular coaching, feedback, and performance audits, and apply corrective or disciplinary action when standards for productivity, quality, and timeliness aren't met.
• Build the team: Participate in hiring, onboarding, and training new Intake staff, and manage corrective action processes when performance issues arise.
• Monitor quality and compliance: Review staff work for completeness, accuracy, and compliance with company policy and regulatory requirements, flagging issues before they elevate.
• Escalate strategically: Identify operational and performance issues that need leadership visibility, and bring them forward with context and recommendations.
• Develop operational standards: Create and roll out policies, procedures, and SOPs, keeping staff current through ongoing communication and education.
• Maintain audit readiness: Ensure staff documentation and timeliness consistently meet URAC and NCQA requirements, so external audits never catch the team off guard.
• Protect compliance standards: Uphold HIPAA, confidentiality, and minimum necessary access requirements across every task and interaction.
• Own quality assurance: Conduct audits and performance reviews that validate the team is meeting compliance and quality expectations.
• Serve as the go-to expert: Act as the subject matter expert for non-clinical intake operations, documentation standards, and compliance expectations across the department.

• 1-2 years of supervisor or team lead experience
• 1 year of call center experience preferred
• Background in TPA, health plan, medical management services, medical billing, hospital, or emergency services
• Managed care, UR, CM, or DM exposure preferred

• Proficiency in Microsoft Word, Excel, and Outlook
• Working knowledge of medical claims processing and ICD-10, CPT, and HCPCS coding
• Experience with Teams, SharePoint, VPN, UM Web or Health Notes, El Dorado, Quick Links, GIAS, ADP, Confluence, phone systems with headset, and Smartsheet
• Proficiency in Airtable and Power BI, with experience building data-driven reports, dashboards, and workflows, a plus
• Knowledge of NCQA and URAC standards
• Familiarity with medical terminology and claims processes

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions…