Intake Manager

See your work in a new light.

At LUX Infusion, we're reimagining infusion care to be more human, supportive, and connected. Inspired by lux—meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence.

As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference.

The Intake Manager leads and supports the Intake and Referral Management teams, ensuring high performance, consistent workflows, and exceptional service for patients, prescribers, and internal stakeholders. This position partners closely with Pharmacy Services, Nursing Services, Sales, Reimbursement, and Executive Leadership to support seamless end-to-end patient onboarding and therapy initiation.

Key Responsibilities

• Lead and manage all Intake and Referral Management operations, including referral intake, documentation review, benefit verification, prior authorizations, and re-authorizations
• Establish and monitor standard performance metrics and service-level agreements (SLAs) to ensure referral pull-through and timely therapy initiation
• Develop, implement, and maintain standardized workflows and operating procedures for intake and referral processes
• Ensure complete, accurate, and compliant documentation within patient records for all referral-related interactions
• Serve as a point of escalation for complex intake, referral, payer, or documentation issues
• Collaborate cross-functionally with Pharmacy Operations, Nursing, Sales, Reimbursement, and Patient Services to ensure optimal patient outcomes
• Analyze daily, weekly, and monthly performance data to identify trends, risks, and improvement opportunities
• Support staffing models and resource allocation to align with referral volumes and organizational growth
• Maintain clear and consistent communication with Intake and Patient Services team members regarding process, system, or policy updates
• Support accreditation, audit, and regulatory activities (ACHC, URAC, payer audits, etc.), including data gathering and documentation review
• Participate in quality improvement initiatives and performance improvement programs
• Ensure strict adherence to HIPAA and patient confidentiality requirements

Required Qualifications

• High School Diploma or equivalent; Bachelor's Degree preferred
• Minimum of 5 years experience managing patient referral, intake, care coordination, or prescription services within infusion (home or ambulatory) or specialty therapy settings
• 3–5 years experience with infusion or specialty therapy reimbursement, payer requirements, or authorization processes
• 3–5 years experience supporting provider, healthcare facility, patient, and field-facing communications related to intake or referral services
• 1–3 years of people management or supervisory experience
• Strong understanding of financial reporting, payer trends, and operational metrics
• Advanced proficiency with Microsoft Office, including Excel
• Knowledge of medical terminology, including ICD-10 coding
• Ability to travel up to 5% for business needs

Preferred Qualifications

• 1–3 years people management experience overseeing pharmacy intake or referral coordination teams
• Strong working knowledge of infusion therapies and patient qualification requirements
• General understanding of payer contracts, coverage criteria, and operational implications for infused or specialty therapies
• Experience leading teams through benefit investigation, authorization workflows, and documentation reconciliation
• Familiarity with CareTend or similar intake/pharmacy management systems

Core Competencies

• Strong leadership and team development capabilities
• Strategic, proactive problem-solving and decision-making skills
• High attention to detail and process orientation
• Ability to manage multiple priorities in a fast-paced environment
• Excellent verbal, written, and presentation skills
• Data-driven mindset with ability to interpret metrics and drive performance improvement
• High level of professionalism, discretion, and customer service orientation

Knowledge, Skills, and Abilities

• Comprehensive knowledge of specialty pharmacy and infusion referral workflows
• Deep understanding of payer intake requirements across Medicare, Medicaid, Medicare Part D, commercial, and prescription plans
• Strong knowledge of medical and pharmacy terminology
• Ability to motivate, coach, and inspire teams at all levels
• Ability to organize, prioritize, and delegate work effectively
• Ability to identify system, process, or training gaps and lead change initiatives
• Strong documentation, reporting, and communication skills

Additional Requirements

• Exempt role; must be able to work flexible hours and overtime as needed
• Occasional overnight travel by car or plane
• Participate in on-call rotation as required
• Maintain confidentiality and compliance with all regulatory, privacy, and accreditation standards
• Perform other related duties as assigned