Intake Manager

Why Croí Health? Croí Health is a mission-driven, non-profit organization providing home health, palliative, hospice, and wellness services across 27 communities, from Milton to Plymouth. Consistently earning five-star CMS ratings, we lead with innovation, quality, and heart. Join us and make a difference every day-because here, caring is more than what we do, it's who we are. We are looking for an experienced, talented, and compassionate Intake Manager for a full-time position located in our Norwell office. What will you be doing The Intake Manager at Croí Health is a key operational and growth leader responsible for managing the end-to-end intake and referral process across home health, hospice, and palliative care services. This role blends clinical understanding, operational execution, and a business development focus to ensure timely, efficient conversion of referrals into admissions while maintaining exceptional service to referral partners and patients.The Intake Manager leads a team of intake coordinators and is accountable for performance metrics including referral conversion, response time, accuracy of documentation, and alignment with staffing and payer strategy. This is an in-office leadership role requiring strong collaboration with clinical, sales, and executive teams. What will you do Leadership & Team Management Lead, coach, and manage the intake team to achieve productivity and performance expectations Establish clear daily, weekly, and monthly accountability for team members Conduct regular performance reviews, 1:1 meetings, and real-time coaching Foster a culture of urgency, ownership, and service excellence Referral Management & Operations Oversee all incoming referrals to ensure timely review, decision-making, and communication Ensure accurate documentation and tracking within EMR (MatrixCare) and referral portals Standardize workflows to reduce duplication and improve efficiency Partner with clinical leaders to align admissions with staffing capacity and patient acuity Growth & Business Development Focus Drive referral conversion and reduce unnecessary referral declines Identify trends in referral sources, payer mix, and lost opportunities Collaborate with Business Development and Clinical teams to improve access to care Serve as a key operational partner in achieving census and revenue growth targets Metrics & Performance Accountability Own and report on key intake KPIs Lead daily intake huddles to review capacity, goals, and barriers Utilize data to identify root causes and implement process improvements What we're looking for in you: Bachelor's degree preferred (Healthcare Administration, Nursing, or related field) Minimum 3-5 years of healthcare experience (home health, hospice, or post-acute preferred) Previous leadership or supervisory experience required Strong understanding of referral intake processes and payer structures (including Medicare Advantage) Experience with EMR systems (MatrixCare preferred) Compensation & KPI-Based Incentive Structure: Base Salary Range: $80,000 - $105,000 annually (commensurate with experience) Annual Performance Incentive: Up to 15% of base salary, tied to the following KPIs: Referral Conversion Rate (30%) Response Time to Referrals (20%) Referral Decline Accuracy & Reduction (20%) Team Productivity & Staffing Alignment (15%) Growth Contribution (Census/Admissions Targets) (15%) Payouts are based on quarterly performance, with clear targets and scorecard tracking.   What's in it for you? Medical, Dental and Vision Benefits Company paid Life Insurance and Long-Term Disability Generous Paid Time Off Package 401 (k) match program Tuition Reimbursement and Scholarship Program Mileage Reimbursement (in field positions only)     Croí Health complies with applicable federal and state civil rights laws and does not discriminate, exclude people or treat them less favorably because of race, color, creed, religion, national origin (including limited English proficiency and primary language), sex (including sex characteristics, including intersex traits, pregnancy, or related conditions, sexual orientation, gender identity and sex stereotypes), age, disability (including mental illness and substance abuse disorders), genetic material, veteran status, communicable disease, natural or protective hairstyles or any combination, thereof with regard to admission, access to treatment or employment.   It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.