Application Guide

How to Apply for Director of Central Intake

at Otterbein

🏢 About Otterbein

Otterbein is a mission-driven nonprofit organization known for its commitment to person-centered care and community integration. With a focus on senior living and post-acute services, Otterbein offers a supportive culture that values innovation and compassion. Working here means contributing to a legacy of quality care and employee growth.

About This Role

As Director of Central Intake, you will lead the division responsible for managing referrals, admissions, and escalation processes across Otterbein's network. This role is critical to driving census growth and operational efficiency, directly impacting the organization's ability to serve more seniors. Your leadership will shape standardized workflows and data-driven strategies that enhance patient access and care coordination.

💡 A Day in the Life

Your day typically starts with reviewing referral dashboards and occupancy reports, then leading a team huddle to address bottlenecks. You'll spend time analyzing conversion data, meeting with hospital partners, and coaching staff on process improvements. Afternoons involve strategic planning with executive leadership and refining intake workflows to enhance efficiency.

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Interview Prep

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🎯 Who Otterbein Is Looking For

  • A healthcare operations leader with 3-5+ years in skilled nursing or post-acute admissions, ideally in a central intake or multi-site role.
  • Proven ability to standardize processes and improve conversion rates using data analytics and referral management systems.
  • Strong supervisory experience, having managed teams and driven performance metrics in a fast-paced environment.
  • Tech-savvy with advanced Microsoft Office skills (Excel, PowerPoint) and familiarity with CRM or referral platforms like AHT or MatrixCare.

📝 Tips for Applying to Otterbein

1

Highlight quantifiable achievements in referral conversion, occupancy growth, or process improvement (e.g., 'Increased conversion rate by 15% in 6 months').

2

Tailor your resume to emphasize leadership in central intake or admissions, not just general healthcare management.

3

Research Otterbein's specific services (e.g., skilled nursing, assisted living, memory care) and mention how your experience aligns with their continuum of care.

4

Use keywords from the job description like 'referral management', 'standardized workflows', and 'census growth' in your resume and cover letter.

5

If you have experience with a specific referral management system (e.g., AHT, MatrixCare, PointClickCare), mention it explicitly.

✉️ What to Emphasize in Your Cover Letter

['Your strategic approach to central intake: how you would develop standardized workflows and use data to drive decisions.', 'Your leadership style and experience managing teams, especially in a multi-site or complex healthcare environment.', "Your understanding of post-acute care challenges and how you've solved issues like referral leakage or slow admissions.", "Your alignment with Otterbein's mission of person-centered care and your passion for improving patient access."]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Review Otterbein's mission, values, and recent news (e.g., expansions, awards) on their website.
  • → Understand their service lines: skilled nursing, assisted living, independent living, and home care.
  • → Learn about their referral sources (hospitals, physicians) and any unique partnerships or programs.
  • → Look at the leadership team on LinkedIn to understand the organizational structure and culture.

💬 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 would you handle a sudden increase in referral volume while maintaining quality and compliance?
3 Tell us about a time you managed a difficult team member or resolved a conflict in your department.
4 What strategies would you implement to increase conversion rates from referral to admission?
5 How do you stay updated on regulatory changes in skilled nursing admissions (e.g., Medicare, Medicaid)?
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⚠️ Common Mistakes to Avoid

  • Being too vague about your experience: use specific numbers and examples from past roles.
  • Focusing only on clinical aspects if your background is clinical: emphasize operational and leadership skills.
  • Not demonstrating knowledge of post-acute care metrics (e.g., referral conversion rate, average days to admit, occupancy rate).

📅 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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