Intake Operations Supervisor

The Supervisor, Sales Support & Patient Intake leads and unites the teams responsible for guiding patients and providers through every step of the Dayspring order journey - from first referral through document collection and order fulfillment. This role brings together the Sales Support and Intake Operations functions under one team-first leader who builds a culture of collaboration, accountability, and shared ownership of the patient and sales experience.

This role is focused primarily on people leadership between the two departments. The Supervisor coaches, develops, and motivates team members across both functions, removes obstacles that stand between the team and its goals, and ensures the two groups operate as a single, well-coordinated unit rather than two disconnected teams handing work back and forth. The ideal candidate is an engaged, hands-on leader who genuinely enjoys developing people, building trust, and creating an environment where the team feels supported, recognized, and set up to succeed - while also ensuring orders are processed accurately, compliantly, and on time.

• Lead, coach, and support a combined team of Sales Support and Intake Operations Representatives, fostering one connected team culture across both functions.
• Hold regular one-on-ones, team huddles, and performance check-ins to keep team members engaged, supported, and growing in their roles.
• Recruit, onboard, and train new team members; build structured ramp plans so new hires reach full productivity quickly and confidently.
• Identify skill and development opportunities for each team member, and create pathways for cross-training between the Sales Support and Intake Operations functions to build a more versatile, resilient team.
• Recognize and celebrate individual and team wins; actively contribute to a positive, high-trust team environment where people want to do their best work.
• Conduct performance evaluations, set goals collaboratively with team members, and address performance concerns with fairness and consistency.
• Manage team scheduling, workload balancing, and PTO coverage to ensure consistent service levels for sales, referral sources, and patients.

• Ensure the team collects, verifies, and processes all documentation required to support order fulfillment, including patient demographics, physician orders, and supporting clinical documentation, and provides basic benefit investigation support as needed.
• Serve as the escalation point for complex order, intake, or documentation issues that the team cannot resolve independently.
• Monitor team-wide KPIs - order accuracy, turnaround time, referral conversion, and documentation completeness - and partner with the team to problem-solve when targets are at risk.
• Partner closely with Sales, Reimbursement Operations, Billing, and Fulfillment teams to eliminate friction and hand-off delays between sales support and patient intake.
• Champion and build shared, standardized processes across both functions. Lead both teams to improve consistency, efficiency, and the experience for patients, providers, and the sales team.
• Maintain a working knowledge of third-party payer guidelines, as outlined in the Company's Payer Library, to support the Reimbursement Operations team.
• Ensure the team’s practices reflect current knowledge of HIPAA, TJC, and other federal/state regulatory requirements, and maintain awareness of compliance requirements for federally funded healthcare programs (e.g., Medicare and Medicaid) regarding fraud, waste, and abuse. Elevate compliance questions or concerns promptly and take appropriate action on issues reported by the team.
• Maintain accurate records, including patient protected health information, in the CRM () and other internal systems.
• Contribute to continuous process improvement initiatives that enhance team efficiency and the overall patient and referral experience.

• Bachelor's degree preferred
• At least 5 years of experience in sales support, patient intake, customer service, healthcare administration, or the DME industry
• At least 2 years of experience leading, supervising, or mentoring a team preferred
• Experience with benefit verification, medical documentation, or order processing preferred

• Demonstrated passion for developing people and building strong, cohesive teams
• Strong coaching, motivational, and…