Intake Director / VP

The Director / Vice President of Intake Operations is a senior leadership role responsible for overseeing all intake functions across Pure Infusion’s Ambulatory Infusion Centers, Specialty Pharmacy, and Home Infusion Services. This role leads the end-to-end intake process—from referral and order entry through benefits verification, prior authorization, and scheduling—to ensure a seamless, compliant, and patient-centered onboarding experience.

This leader drives operational excellence, supports organizational growth initiatives, and ensures alignment between intake operations, revenue cycle performance, and patient satisfaction. The role partners cross-functionally with clinical, sales, finance, and compliance teams to improve access to care and optimize financial outcomes.

• Lead day-to-day intake operations, including referral processing, order entry, insurance verification, prior authorizations, and patient scheduling
• Manage workflow, productivity, service delivery, and team performance across intake teams
• Ensure timely and accurate transition from referral to therapy initiation
• Allocate resources and adjust staffing to meet volume demands and service level expectations
• Monitor staff performance, attendance, and scheduling to ensure operational efficiency

• Partner with executive leadership to develop and execute annual business plans and departmental goals
• Lead planning, implementation, and oversight of growth initiatives across infusion services
• Identify and implement scalable processes to support organizational expansion
• Monitor progress toward strategic objectives and report performance to senior leadership

• Design, implement, and optimize SOPs, workflows, and organizational structures
• Drive continuous improvement initiatives focused on quality, efficiency, and cost control
• Track and analyze KPIs such as referral turnaround time, authorization cycle time, intake accuracy, and patient access metrics
• Ensure adherence to SLAs and drive performance improvements through data analysis

• Oversee insurance benefit investigation, eligibility verification, and prior authorization processes
• Partner with billing teams and external vendors to resolve reimbursement and claims issues
• Ensure accurate documentation to support clean claims and minimize denials or delays
• Collaborate with payer contracting and business development teams on reimbursement trends and issues

• Serve as a key liaison between intake, clinical teams, billing, and commercial functions
• Partner with Sales and provider offices to enhance patient and physician satisfaction
• Manage relationships with referring providers and external stakeholders
• Develop and implement solutions to improve customer experience and service delivery

• Develop, manage, and execute departmental budgets
• Monitor expenses and identify opportunities for cost optimization
• Ensure alignment between operational performance and financial goals

• Recruit, hire, train, and develop high-performing intake teams
• Foster a culture of accountability, collaboration, and continuous improvement
• Coach and mentor managers and staff to build leadership capability
• Establish performance metrics and conduct regular evaluations

• Ensure compliance with all federal, state, and accreditation standards (e.g., ACHC, URAC, HIPAA)
• Maintain quality assurance programs and internal controls
• Support audits and ensure readiness for regulatory reviews

• Bachelor’s degree required; Master’s degree (MBA, MHA, or related field) preferred
• Director level: Minimum 8–10 years of experience in intake, reimbursement, or infusion operations, with 5+ years in leadership
• VP level: Minimum 12–15+ years of progressive leadership experience in infusion services, specialty pharmacy, or healthcare operations

• Deep knowledge of infusion intake workflows, including benefits verification, prior authorization, and reimbursement processes
• Strong understanding of payer requirements, medical billing, and revenue cycle management
• Proven ability to lead large teams (20+ FTEs) in a high-volume, fast-paced environment
• Experience with infusion or pharmacy management systems and electronic medical records
• Demonstrated success in process improvement, KPI management, and operational scaling
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and stakeholder management abilities
• Ability to influence cross-functional teams and drive organizational change

• Referral-to-treatment turnaround time
• Authorization and intake accuracy rates
• Patient and provider satisfaction scores
• Revenue cycle performance (clean claim rate, denial reduction, AR improvement)
• Staff productivity and engagement