Intake Manager

Job Description

Come join Overstory Health as an Intake Manager in Boston, MA

Overstory Health builds world-class patient-centric Partial Hospital & Intensive Outpatient (PHP & IOP) programs for those with high acuity mental health needs. Our mission is to provide more accessible and dignified behavioral health care for people when they need care the most. With a clinical model validated by McLean Hospital, we deliver comprehensive psychiatric, therapeutic, and community reintegration services to our patients. Our teams are successful when our patients achieve their goals of stability, connection, and confidence during and after the program.Role Overview

The Intake Manager owns the full admissions function, overseeing people, performance, processes, and cross-functional coordination to ensure timely access to care and an exceptional patient and referral experience.

This role blends strategic leadership with operational oversight—managing team performance, payer workflows, metrics, and continuous improvement across PHP, IOP, and outpatient admissions. The Admissions Manager is accountable for ensuring admissions is never a bottleneck to care and scales effectively as Overstory grows. Key ResponsibilitiesTeam Leadership & Performance Management

Recruit, onboard, train, manage, and develop a high-performing admissions team

Set clear performance expectations and conduct regular coaching and reviews

Manage staffing models, schedules, and coverage to meet access targets

Admissions Operations Ownership

Oversee daily intake flow and admissions capacity across all programs

Serve as escalation point for complex, high-risk, or payer-challenged cases

Ensure rapid intake response times and consistent execution of workflows

Step in operationally as needed during high-volume or staffing gaps

Insurance, Authorization & Payer Strategy

Own benefit verification and authorization workflows end-to-end

Monitor authorization timelines, denial rates, and re-authorization success

Partner closely with utilization management, clinical leadership, and payers

Identify payer-specific barriers and implement mitigation strategies

Metrics, Reporting & Process Improvement

Define, track, and report admissions KPIs (conversion, time-to-admit, abandonment, referral source mix)

Analyze performance trends and implement process improvements

Ensure documentation accuracy, compliance, and audit readiness

Champion scalable systems and tools to support growth

Cross-Functional & External Collaboration

Partner with clinical, case management, scheduling, and growth teams

Maintain strong relationships with referral partners and health systems

Support new program launches, expansions, and market growth initiatives

Qualifications

Required

Bachelor's degree (Master's preferred or equivalent experience)

5–8+ years of healthcare admissions, intake, or patient access experience

3+ years of people management experience

Deep expertise in insurance verification, authorizations, and payer processes

Proven ability to lead teams, manage performance, and scale operations

Strong analytical, communication, and change-management skills

Preferred

Behavioral health, PHP/IOP, or high-acuity outpatient experience

Experience in high-growth or multi-site healthcare organizations

Advanced familiarity with EHRs, CRMs, and reporting tools

Lean Six Sigma CertificationCompensation: $80k - $90k base - performance based upside as well

BENEFITS

Competitive base compensation and performance incentives

Flexible time off policy (FTO)

Medical insurance coverage (health, dental, vision) with no waiting period for enrollment

Short and long-term disability insurance at no cost to you

401K match up to 4% of income

Supplemental benefits

WHAT OVERSTORY IS ALL ABOUT

We are guided by our mission to deliver compassionate and connected care to guide individuals through the most challenging times in their lives, one group at a time. These values are at the core of everything we do:

Dignity for All: We champion dignity in every interaction, ensuring that both patients and team members feel respected, valued, and heard.

Collaboration: We work together with trust and transparency, fostering an environment where teamwork drives meaningful impact.

Connection: We build deep, authentic relationships—with our patients, communities, and each other—because strong connections are the foundation of exceptional care.

Purposeful Innovation: We embrace creativity and progress, ensuring that every new idea or improvement serves our mission and enhances the patient experience.

Caring Accountability: We take responsibility for our commitments and actions, holding ourselves and each other to high standards while leading with empathy and care.

OUR COMMITMENT TO EQUITY & INCLUSION

Overstory Health is an equal opportunity employer. We are committed to building a diverse and inclusive team that reflects the communities we serve. We believe that embracing different lived experiences, perspectives, and voices makes us stronger and improves the care we deliver. We welcome applicants of all backgrounds, identities, and abilities.

Full-time