Intake Coordinator

Job Description

REQUIREMENTS

• Are naturally organized and can keep track of a lot of moving pieces.
• Are proactive—you don’t need someone reminding you three times to follow up.
• Have a strong sense of urgency and understand that families are waiting for care.
• Can learn and understand our client well enough to explain it confidently and accurately to families.
• Are persistent without losing the warmth and compassion families deserve.
• Communicate clearly and professionally by phone, text, and email.
• Enjoy solving problems rather than simply pointing them out.
• Can work independently and take genuine ownership of your responsibilities.
• Are comfortable being held accountable for results, not just activity.
• Learn new systems and technology quickly.
• Care about creating a great experience for families.

RESPONSIBILITES

• Manage the intake pipeline from initial inquiry through enrollment.
• Respond quickly to families, prospective clients, and referral sources interested in our client’s services.
• Clearly explain our client’s services and the intake process to prospective families, including those who may have little or no prior understanding of our client.
• Proactively follow up by phone, text, and email. We don’t let leads sit.
• Make sure every active intake has a clear next step and follow-up plan.
• Build relationships with families and help guide them through what can sometimes feel like an overwhelming process.
• Work closely with our Operations and Care Coordination teams to determine eligibility, service needs, and next steps.
• Coordinate intake appointments and other required appointments.
• Keep accurate, up-to-date records of every intake, including communication, referral information, follow-up attempts, documentation, and next steps.
• Prepare, collect, and track intake forms, consent forms, and other required documentation.
• Make sure paperwork is completed accurately and on time.
• Spot stalled intakes, missing information, or other barriers—and take the initiative to figure out how to resolve them.
• Stay involved until the family is successfully handed off to Care Coordination and moving toward the start of services.
• Take ownership of every lead until there is an outcome. An intake should never disappear into a black hole.
• Look for ways to make our intake process faster, smoother, and better for families.
• Pitch in wherever needed. We’re a growing company, and “that’s not my job” isn’t really our thing.

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