At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 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 30 days of employment
- Employee stock purchase plan
- Tuition reimbursement
- Development opportunities to grow your career with a global company
Job Summary:
The Regional Intake Manager is responsible for overseeing the full-time and part-time employees who process orders received from patients and referral sources. This role ensures the accuracy and efficiency of order processing within a specific region, meeting key performance metrics and identifying opportunities for improvement. The Regional Intake Manager will provide leadership and guidance to staff, ensuring intake queues are worked in a timely manner and the intake process is followed, according to regional guidelines. Additionally, the role focuses on creating a positive, employee-centric environment with an emphasis on the following:
- Strategic operational oversight of all markets within the region.
- Collaborating with other regional managers for process optimization.
- Meeting and monitoring operational metrics, targets, and SLAs for the region.
- Managing regional market branches, referrals, and payor-specific nuances to ensure patient satisfaction.
- Recognizing high performance and fostering a culture of continuous improvement.
- Cultivating an inspiring team atmosphere with open communication.
Essential Duties and Responsibilities:
- Oversee entirety of the regional intake process, which includes the markets within that region.
- Work with each market supervisor to ensure standardization, best practice, and operational efficiencies.
- Analyze intake metrics to ensure KPIs are met, checking for effectiveness and areas of opportunity to achieve desired results.
- Implement and adhere to all company regulatory and legal obligations in regard to order intake.
- Provide monthly business review of the KPIs and regional center outcomes to regional vice presidents of operations (RVPOs).
- Ensure teammates complete order processing using the latest tools, processes, and technology.
- Assist in implementing new policies, programs, and processes.
- Perform other duties as required to support the department and team.
Supervisory Responsibilities:
- Supervise all direct reports in the department, including performance management, hiring, and disciplinary actions.
- Develop onboarding schedules and provide training that aligns with strategic priorities and key resource availability.
- Provide direction and guidance in work assignments and ensure visibility during high-traffic periods.
- Monitor call flow volumes to ensure staffing needs are met.
- Offer timely coaching and feedback to staff to ensure work is completed accurately and efficiently.
- Participate in the identification and continuous improvement of intake tools, applications, and processes.
- Manage the dynamic movement of workloads based on planning, forecasting, real-time performance, and utilization.
- Ensure effective communication with core infrastructure teams to address and resolve issues promptly.
- Own the end-to-end workload provisioning process, including technical activities and support.
Qualifications:
- Strong organizational, analytical, conflict management, and negotiation skills.
- Demonstrated ability to research, consolidate information, and provide actionable insights.
- Experience with reporting tools, such as Power BI and DOMO.
- Experience in leading and advising application owners and other enterprise IT stakeholders.
- Efficient in workload management and performance optimization.
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
- Combination of education and/or experience equivalent to a four-year college degree.
- Minimum of 6 years’ related work experience.
- Previous management/supervisory experience in field operations.
- In-depth knowledge of performance metrics.
- Excellent skills with Microsoft product suite.
Certificates, Licenses, Registrations, or Professional Designations
Computer Skills
- Proficient in SharePoint, Excel, PowerPoint, and Word.
- Ability to navigate within vendor/healthcare portals.
Language Skills
- Impeccable verbal and written communication at the appropriate business levels.
- Excellent attention to detail.
- Strong leadership skills.
Mathematical Skills
- 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).
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.