West Regional Intake Supervisor

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement

The Intake Supervisor is responsible for overseeing the day-to-day operations of full-time and part-time employees who process orders received from patients and referral sources. This role will monitor orders received into the queues and ensure they are processed accurately and efficiently within their specific region. The Intake Supervisor will provide guidance to staff, ensuring intake queues are worked in a timely manner and the intake process is followed, per regional guidelines. Additionally, the role focuses on creating a positive, employee-centric environment with an emphasis on the following:

• Cultivating an inspiring team atmosphere with open communication.
• Meeting operational metrics, targets, and SLAs for the region.
• Identifying training needs and promoting intake best practices.
• Addressing team feedback and resolving conflicts.
• Recognizing high performance and fostering a culture of creativity.

Essential Duties and Responsibilities:

• Supervise the respective market area work queues and staff.
• Monitor team performance and report on key metrics.
• Perform quality checks on individual work, identifying training needs and providing coaching.
• Ensure team members complete order processing using the latest tools, processes, and technology.
• Continuously improve the intake process by incorporating best practices and lessons learned.
• Assist in implementing new policies, programs, and processes.
• Collaborate with leadership to oversee Intake Center Coordinators.
• Fully engage in order processing at a minimum of 50%.
• Perform other duties as required to support the department and team.

Supervisory Responsibilities:

• Provide direction and guidance in work assignments and ensure visibility during high-traffic periods.
• Offer timely coaching and feedback to staff to ensure work is completed accurately and efficiently.
• Participate in the identification, onboarding, and continuous improvement of intake tools, applications, and processes.

Qualifications:

• Identify any new branch/payor/ referral nuances and elevate to the Intake Center Manager for consideration and instruction.
• Assist both remote and virtual teammates with setup for operating with technology and tools.
• Strong supervisory skills with a focus on job functions and training opportunities.

Work Environment:

• Ability to thrive in a dynamic, fast-paced environment with shifting priorities.
• Strong emphasis on team collaboration, problem-solving, and customer-focused service delivery.

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• Previous supervisory experience or equivalent.
• Minimum of four years’ related work experience.
• Knowledge and understanding of key performance metrics.

Certificates, Licenses, Registrations, or Professional Designations

• N/A

Computer Skills

• Intermediate skills in Excel, PowerPoint, and Word.
• Proficient with ANA/ACIS work tools.
• Ability to navigate within vendor/healthcare portals.

Language Skills

• Strong verbal and written communication skills.

Mathematical Skills

• Intermediate-level mathematical proficiency, with a strong ability to understand, interpret, and develop spreadsheet data.

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision. Must be able to travel by plane and automobile (if applicable). 

OTHER INFORMATION

The essential duties and responsibilities, physical requirements, and w