The Intake Coordinator is responsible for customer relations management (CRM) of all referrals for client services utilizing outstanding communication and organizational skills. Fluent in web based and digital marketing engagement, with superior online and telephone communication skills.

Primary Responsibilities

• Engages in activities to support our mission: We Change Lives. Abides by our values of: advocacy, clinical commitment, operational excellence, passion, professional development, and teamwork.

• Responsible for customer relations management of all inquiries and intakes, inputting data into required databases and maintaining records for clinical services in an accurate and timely manner, ensuring coordination of appropriate services.

• Schedules Evaluations and Diagnosis appointments. Updates Diagnosticians’ scheduling tools for intake activity.

• Provides and ensures accurate and timely return of all requested information associated with the intake process. Initiates the completion of additional intake documentation as identified during the intake process.

• Provides the organization with necessary information through the accurate and consistent collection of administrative data and effective communication to provide continuous quality care for clients.

• Uses standard work for client inquiry and intake and determination of timing for initiation of services. Communicates with families, Clinical staff, Leadership staff, practitioner’s offices, clinical outreach and other stakeholders to keep them informed about clients in the intake process.

• Collaborates with authorization team for benefit verification and authorization for services.

• Maintains and communicates updates from the intake client progress tracking tools in the initiation of services for each of the clinics. Troubleshoots with clinical team as needed. Leads Intake Update meetings.

• Maintains, reconciles and communicates results on status of clients on waitlist and informs Client Intake Manager, Clinical Director, and owners of results as needed.

• Maintains information on community resources and options for care and disseminates as needed.

• Identifies opportunities for improvement and collaborates with others to make positive changes in the development, documentation and implementation of processes related to intake and starting services.

• Adheres to Caravel Autism Health policies and procedures, maintains strictest confidentiality; and adheres to all HIPAA guidelines/regulations.

• Accountable for performance results as measured by Key Process Indicators (KPIs).

• Consistent and regular attendance is a requirement of the position.

Non-Essential Functions/Other Duties

1. Performs other duties as assigned

Supervisory Responsibility: Not applicable.

Travel Required: Seldom.

Physical Demands

This is largely a sedentary role, with frequent sitting and computer keyboarding required. Employee will be required to sit, talk, hear, type and write. Occasional bending, squatting, stooping, and lifting (up to 35 pounds) are required.

Qualifications

Education:

• At least an Associates Degree or equivalent. Bachelor’s Degree desirable.

Experience:

• At least one year comparable experience working with clients and/or families in a medical or therapeutic setting.

• Previous knowledge and/or experience working with individuals on the Autism Spectrum, or in an ABA therapy setting.

• Previous experience working in a medical office environment, including insurance processes, is a plus.

• Previous call center experience preferred.

• Previous Customer Relations Management software experience preferred.

Skills and Competencies:

• Strong keyboarding and computer skills to include MS Office (Word, Excel, PowerPoint and Outlook).

• Excellent verbal and written communication skills, with a pleasant, professional, and helpful demeanor and voice. Displays professionalism and represents organization in a professional manner.

• Fluency with web-based Customer Relations Management and engagement tools for digital marketing, inquiry response, lead qualification and client acquisition.

• Experience working with office machines (computers, phones, copiers, postage machines, fax machine, etc.).

• Ability to multi-task, work independently with minimal supervision.

• Strong organizational skills, with the ability to multi-task and meet deadlines.

• Strong attention to detail.

• Excellent analytical and problem-solving abilities, with strong initiative.

• Exemplary customer service focus, with both internal stakeholders and external clients.

• Strong team player, with the ability to work cooperatively with others.

• Ability to abide by ethical guidelines and policies, including strict adherence to confidentiality and HIPAA guidelines.

Other

• Must be 18 years old or older.

• Must be able to pass a thorough background check.