Job Description

The Central Intake Admissions Specialist works with a sense of urgency as part of a collaborative team to support census growth through effective referral management and admissions coordination. This position develops and maintains relationships with referral sources and community leadership while evaluating referrals for clinical appropriateness and financial viability. The Central Intake Admissions Specialist serves as a key resource throughout the admissions process and works to ensure timely communication, accurate documentation, and exceptional customer service.

Primary Duties and Responsibilities

• Retrieve and respond to referrals from referral platforms and referral sources in a timely manner.
• Enter referral information into the Customer Relationship Management (CRM) system, including demographic, insurance, and supporting documentation.
• Evaluate referrals for clinical appropriateness and financial viability utilizing established admission criteria and processes.
• Develop and maintain positive working relationships with referral partners, hospitals, physicians, case managers, and internal stakeholders.
• Communicate referral information and admission opportunities to the Health Care Navigator and appropriate community leadership.
• Complete or coordinate completion of patient assessments for potential admissions.
• Collaborate with community leadership regarding referrals requiring additional review or consideration.
• Obtain prior authorizations and verify payer requirements for admissions as appropriate.
• Ensure long-term care admission workflows are followed in accordance with organizational standards.
• Obtain or complete required pre-admission documentation, including PASRR and other regulatory requirements.
• Complete sex offender screenings and other required admission reviews.
• Maintain waitlists and communicate admission status updates as appropriate.
• Ensure referral documentation, discharge information, and supporting records are uploaded and maintained within the CRM system.
• Monitor referral response times and facilitate timely communication between referral sources and communities.
• Communicate community admission capabilities, bed availability, and special considerations to referral partners and internal teams.
• Coordinate admission notifications and communications with appropriate departments.
• Verify and update demographic and insurance information as needed.
• Generate admission agreements and ensure completion within established timelines.
• Complete required reports, trackers, and documentation related to admissions and referral management.
• Support new business follow-up efforts through virtual outreach and communication platforms.
• Analyze referral activity, conversion trends, payer mix, and census-related data to identify opportunities for improvement.
• Utilize CRM systems and reporting tools to monitor referral activity and support census development initiatives.
• Participate in departmental meetings, training programs, and process improvement initiatives.
• Perform other duties as assigned.

This job description is not meant to be an exhaustive list of duties or responsibilities and may change over time based on the strategy and needs of the organization.

Experience & Qualifications

• High School Diploma or GED required.
• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Marketing, Nursing, Social Work, or related field preferred.
• Experience with Electronic Medical Records (EMR) systems and Customer Relationship Management (CRM) software preferred.
• Knowledge of long-term care payer sources, including Medicare, Medicaid, Managed Care, and commercial insurance.
• Experience in admissions, intake, healthcare operations, customer service, business development, or related healthcare field preferred.
• Proficient with Microsoft Office applications, including Outlook, Word, Excel, and Teams.

Skills & Characteristics

• Ability to establish and maintain positive working relationships with referral partners, residents, families, healthcare professionals, and internal team members.
• Strong verbal, written, and interpersonal communication skills.
• Demonstrated customer service skills with a commitment to responsiveness and follow-through.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple responsibilities and meet established deadlines in a fast-paced environment.
• Ability to analyze information and make sound decisions regarding referral and admission opportunities.
• Accurate data entry and documentation skills.
• Skilled in conflict resolution, critical thinking, and problem-solving.
• Flexible and adaptable to changing priorities and organizational needs.
• Ability to work independently and collaboratively as part of a team.
• Recognize and uphold the autonomy, dignity, and rights of all elders and residents.
• Communicate a sense of caring, concern, respect, and dignity in all interactions.

Work Environment

• Typical office environment, with minimal exposure to excessive noise or adverse environmental issues. Flexibility for remote work according to organizational policies
• Travel for meetings, industry conferences and partnerships, as needed
• Be able to meet the following physical requirements, with or without reasonable accommodation:
• Occasionally lift and move objects weighing up to 10 pounds.

BENEFITS

Health & Wellness

• Medical Insurance with free virtual doctor visits
• Vision & Dental Insurance
• Pet Insurance
• Life Insurance
• Employee Assistance Program (EAP) for personal and professional support

Financial Security

• 401(k) Retirement Savings Plan with company match
• Paid Time Off (PTO) that accrues immediately from day one
• Paid Holidays for a healthy work-life balance
• Access to DailyPay, enabling you to access up to 100% of your earned wages on a daily basis
• Tuition Reimbursement up to $5,250 per year for ANY field of study
• Tuition Discounts through exclusive partnerships with the University of Cincinnati, University of Toledo, and Hondros College
• Employee-Sponsored Crisis Fund available for those facing unforeseen challenges
• Legal & Identity Theft Protection

Growth & Development

• University Partnerships with University of Cincinnati, University of Toledo, and Hondros College for exclusive tuition discounts
• Multiple Partner Discounts available for various products and services through Access Perks
• Access to 1,000s of hours of personal and professional development material through RightNow Media @ Work

*Some benefits, including PTO and tuition reimbursement, are based on hours worked.

Why work for Otterbein SeniorLife:

For more than 100 years, Otterbein has provided senior housing options rooted in respect and community. We’re a non-profit 501(c)(3) health and human service organization, so our values and initiatives are focused on serving our residents.

Otterbein SeniorLife consists of lifestyle communities, revolutionary small house neighborhoods, home health, and hospice care in Ohio and Indiana. We offer different lifestyle options for seniors through independent living, assisted living, skilled nursing, rehab, memory support, respite care, in-home care, and hospice services.