Application Guide

How to Apply for Director of Central Intake

at Otterbein

🏢 About Otterbein

Otterbein is a nonprofit senior living organization with a strong mission-driven culture focused on holistic care and community. With over 100 years of history, they prioritize employee growth and offer a supportive environment where leaders can make a tangible impact on residents' lives.

About This Role

This role is the operational backbone of the organization's growth, overseeing the entire intake process from referral to admission. You'll lead a team, standardize workflows, and collaborate with clinical and sales teams to ensure efficient, compliant admissions that drive census growth.

💡 A Day in the Life

Your day starts with reviewing referral activity and conversion metrics from the previous day, then leading a huddle with your intake team to prioritize admissions. You'll spend time analyzing occupancy trends, meeting with sales and clinical leaders to align on strategies, and troubleshooting any bottlenecks in the referral-to-admission process. Afternoons involve coaching team members, reviewing compliance documentation, and building relationships with referral partners via calls or visits.

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🎯 Who Otterbein Is Looking For

  • A healthcare operations leader with 3-5+ years in skilled nursing or post-acute care, specifically in central intake or admissions management.
  • Someone who has successfully standardized intake processes and improved conversion rates using data and CRM tools.
  • A collaborative manager who can build relationships with referral partners and internal teams to enhance satisfaction.
  • Proficient in Microsoft Office and reporting tools, with experience in referral management systems (e.g., AHT, MatrixCare) preferred.

📝 Tips for Applying to Otterbein

1

Tailor your resume to highlight quantifiable achievements in referral conversion rates, process improvements, and team leadership in central intake.

2

Include specific examples of CRM or referral management system implementations you've led.

3

Research Otterbein's mission and values (e.g., their Eden Alternative philosophy) and subtly reference them in your cover letter.

4

If you lack a bachelor's degree, emphasize equivalent experience in healthcare operations leadership and any relevant certifications.

5

Use keywords from the job description like 'census growth', 'referral management', and 'compliance' in your application.

✉️ What to Emphasize in Your Cover Letter

['Your experience leading a central intake team and driving process standardization that improved efficiency and compliance.', 'Your ability to analyze referral data and occupancy trends to develop strategies for census growth.', 'Your collaborative approach with referral partners and internal leadership to enhance customer satisfaction.', "Your alignment with Otterbein's mission of person-centered care and community."]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Read about Otterbein's history and their Eden Alternative certification, which emphasizes a resident-centered approach.
  • → Review their annual report or news section to understand current initiatives, expansions, or challenges.
  • → Check LinkedIn for current or former employees in similar roles to understand the team culture.
  • → Look up their central intake process or any recent press releases about admissions or growth strategies.

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Describe a time you improved a central intake process. What metrics did you use to measure success?
2 How do you handle conflicts between referral partners and clinical teams regarding admission criteria?
3 Walk me through how you would use data from a referral management system to identify trends and adjust intake strategies.
4 Otterbein emphasizes a culture of 'whole-person care'. How would you ensure your team embodies this in their interactions with potential residents and families?
5 Tell us about a time you led a team through a significant change (e.g., new software, process overhaul). How did you manage resistance?
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⚠️ Common Mistakes to Avoid

  • Not providing specific examples of process improvements or team leadership in your resume or interview.
  • Focusing only on clinical skills (e.g., nursing) without emphasizing operational and management experience.
  • Ignoring the nonprofit mission aspect; Otterbein values candidates who resonate with their values, not just profit-driven metrics.

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Otterbein!

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