Infusion Intake Manager of Client Experience

Client Success Manager – Intake Position Summary The Client Success Manager – Intake serves as the primary operational liaison between clients and the organization throughout the referral and intake process . This role is responsible for ensuring referrals are processed accurately, timely, and in accordance with client expectations, payer requirements, contractual obligations, and internal processes. The CSM – Intake partners closely with clients, Intake, Authorization, AR, Billing, Clinical, and Leadership teams to identify barriers to successful patient onboarding, resolve issues, and ensure each referral progresses appropriately through the intake workflow. This position serves as the client's advocate while maintaining accountability for operational performance, financial risk, and successful transition of patients from referral through completion of the intake process and handoff to the appropriate revenue cycle team. Essential Responsibilities Client Relationship & Intake Partnership Serve as the primary client-facing contact for assigned Intake accounts. Build strong relationships with client leadership, referral coordinators, clinical teams, and operational stakeholders. Conduct recurring client meetings focused on Intake performance, referral trends, barriers, and opportunities. Provide timely communication regarding referral status, delays, missing information, and outstanding requirements. Manage client expectations regarding Intake turnaround times, requirements, and deliverables. Educate clients on Intake processes, documentation requirements, payer requirements, and best practices. Proactively communicate trends or recurring issues rather than waiting for client escalations. Intake Oversight Monitor referrals from initial receipt through completion of the Intake process. Ensure referrals are being processed within established turnaround-time expectations. Monitor referral volume, aging, status, and outstanding requirements. Identify referrals that are stalled, incomplete, or at risk of not moving forward. Partner with Intake teams to resolve missing documentation, demographic information, insurance information, orders, clinical documentation, and other referral requirements. Monitor authorization requirements and identify delays that may impact patient start dates. Ensure appropriate escalation of referrals involving high-cost medications, government payors, complex payer requirements, or other financial risk. Identify referrals that require clinical, financial, or leadership review prior to proceeding. Ensure appropriate documentation and communication are maintained throughout the Intake process. Support a smooth transition of completed referrals to AR/Billing and other downstream teams. Referral & Financial Risk Management Review referrals at a high level to identify potential financial and operational risk. Identify referrals involving high-cost medications, government payors, non-covered services, questionable reimbursement, or other potential financial exposure. Ensure appropriate processes are followed for referrals requiring additional review or client decision-making. Partner with AR and Billing to identify payer or reimbursement concerns before services are provided whenever possible. Identify recurring payer issues and recommend process changes to reduce financial risk. Escalate referrals that may result in significant financial exposure or non-collection. Performance Management Review and monitor Intake performance metrics, including: Referral volume Referral turnaround time Referral aging Referral conversion rate Authorization turnaround time Authorization approval/denial rates Missing documentation Pending referrals Referral fallout Patient start-date delays Payer-related barriers High-cost medication referrals Government payer referrals Intake-related financial risk Referral-to-start conversion Analyze trends and identify root causes of Intake delays or failures. Present findings, trends, and recommendations to clients and internal leadership. Establish action plans for recurring Intake issues and monitor completion. Process Improvement Conduct regular reviews of client Intake processes to identify workflow gaps. Identify opportunities to improve referral turnaround, communication, documentation, and patient start times. Partner with Intake leadership to develop and implement process improvements. Identify recurring issues between the client and internal Intake teams and recommend solutions. Review client workflows and recommend best practices to improve referral quality and efficiency. Assist with the development and implementation of standardized Intake processes. Conduct periodic Intake assessments and provide clients with recommendations for improvement. Client Implementation & Transition Lead the Intake component of new client implementations. Coordinate collection of all required client information prior to go-live. Establish client-specific Intake workflows, requirements, payer considerations, contacts, and escalation procedures. Ensure Intake teams are appropriately prepared for new client requirements. Track implementation milestones and outstanding deliverables. Coordinate communication between the client, Intake, Authorization, AR, Billing, and Leadership. Monitor the initial implementation period and identify issues requiring correction or additional training. Ensure a successful transition from implementation into ongoing operational management. Training & Education Provide ongoing education to clients regarding Intake requirements and best practices. Identify recurring client errors or process gaps that impact Intake performance. Coordinate retraining when appropriate. Partner with Intake leadership to develop client-specific training plans. Assist with internal education when recurring Intake issues are identified. Cross-Functional Collaboration Partner closely with: Intake Authorization AR Billing Cash Posting Clinical Revenue Cycle Leadership Client Leadership Facilitate communication between departments to ensure Intake issues are resolved efficiently. Ensure issues are assigned to the appropriate internal owner. Track escalated issues through resolution. Maintain accountability for follow-up without taking ownership away from the appropriate operational department. Documentation & Reporting Maintain accurate client meeting notes and action items. Maintain client-specific Intake documentation and workflows. Update project and issue trackers. Document escalations, resolutions, and process changes. Prepare recurring Intake performance reports. Ensure client communications and decisions are appropriately documented. Maintain accurate records of implementation activities and outstanding requirements. Key Performance Indicators (KPIs) Referral Turnaround Time Referral Aging Referral Conversion Rate Authorization Turnaround Time Authorization Approval Rate Patient Start-Date Timeliness Referral Fallout Rate Intake-Related Denials Intake-Related Financial Exposure Missing Documentation Rate Escalation Resolution Time Client Satisfaction Client Retention SLA Compliance Intake Improvement Initiatives Completed Client Action Item Completion Qualifications Required Bachelor's degree preferred or equivalent work experience. 3–5 years of experience in Client Success, Healthcare Operations, Intake, Revenue Cycle Management, or a related healthcare field. Strong understanding of healthcare reimbursement and revenue cycle processes. Understanding of referral, authorization, payer, and patient onboarding processes. Strong verbal and written communication skills. Strong analytical and problem-solving abilities. Ability to identify operational and financial risk. Ability to manage multiple priorities in a fast-paced environment. Strong organizational and project management skills. Preferred Home Infusion or Ambulatory Infusion Center (AIC/AIS) experience. Durable Medical Equipment or Home Medical Equipment (DME/HME) experience. Experience with WeInfuse, Brightree, CareTend, CPR+, R2, EPIC, or other healthcare/RCM platforms. Experience with insurance verification and authorization processes. Advanced Excel and reporting skills. Project management experience. Experience implementing healthcare clients or operational workflows. Core Competencies Client Relationship Management Intake Operations Healthcare Revenue Cycle Knowledge Insurance & Payer Knowledge Financial Acumen Analytical Thinking Problem Solving Critical Thinking Executive Communication Process Improvement Project Management Accountability Organization Conflict Resolution Time Management Cross-Functional Collaboration Success Looks Like A successful Client Success Manager – Intake: Ensures referrals move through the Intake process efficiently and accurately. Proactively identifies referrals at risk of delay, denial, or financial loss. Uses data to identify trends and root causes rather than simply reacting to individual problems. Maintains strong, transparent relationships with clients. Keeps clients informed without creating unnecessary escalations. Partners effectively with Intake, Authorization, AR, Billing, and Leadership. Identifies process gaps and drives meaningful improvements. Ensures clients understand their responsibilities within the Intake process. Helps reduce preventable delays, denials, and financial exposure. Ensures new clients have a well-defined and successful Intake process before transitioning into ongoing operations. Serves as the bridge between the client and internal operational teams while maintaining clear accountability for each department. Reports to: Director, Client Success