Central Intake Supervisor

Description:

This is a full-time salaried role with a Monday-Friday schedule, 8-5pm MST/PST, with a rotating late day once a week to support late staff until 7pm.

Title: Central Intake Supervisor
Reports to: Director, Central Intake
FLSA Status: Exempt

Summary:

The Central Intake Supervisor leads and manages the Admissions team, with full accountability for the performance, quality, and effectiveness of Guidelight's centralized intake and admissions function. This role owns the end-to-end intake and admissions process, from initial inquiry through scheduled admission, ensuring a timely, accurate, and high-quality experience for clients, referral partners, and internal clinical teams.

The Supervisor is responsible for hiring, onboarding, training, coaching, and developing a team of Admissions Coordinators, while driving operational excellence through clear performance metrics, reporting, and ongoing process improvement. This role oversees intake operations at scale, ensures consistent adherence to quality, compliance, and service standards, and serves as a key partner to clinical and growth leaders in delivering best-in-class access to care.

Responsibilities:

• Supervise and support Intake Specialists responsible for scheduling, benefits verification, referral source outreach, and clinician coordination.
• Own hiring, onboarding, and training of Intake Specialists to ensure adequate coverage, quality, and scalability of the intake function.
• Oversee inbound and outbound referral management, ensuring clients are appropriately placed across levels of care.
• Monitor and manage performance against key intake metrics, including phone answer rate, QA scores, confirmed vs. scheduled, and completed vs. scheduled.
• Conduct regular performance reviews, provide ongoing coaching, and implement corrective action plans to drive accountability and continuous improvement.
• Partner with Clinical Outreach teams to strengthen provider relationships and improve referral accuracy and conversion.
• Collaborate with leadership to refine intake workflows, improve efficiency, and align operations with business strategy and growth goals.
• Ensure compliance with HIPAA, privacy requirements, and internal quality and documentation standards.
• Serve as an escalation point for complex intake cases, service recovery, and operational issues as needed.

Required Qualifications:

• Bachelor's degree required; advanced degree preferred.
• 5+ years of intake, scheduling, or referral management experience; 2+ years in leadership preferred.
• Leadership experience within a high-volume and fast-paced centralized intake, call center, or virtual care environment for a healthcare provider organization.
• Proven ability to manage high-volume intake operations.
• Strong data analysis skills with experience in monitoring dashboards and team performance.
• Excellent written/verbal communication and relationship management skills.
• Highly adaptable with a proven history in high-growth and early-stage environments.

Preferred Qualifications:

• Familiarity with acute mental health services, ideally with PHP/IOP programs specifically.