Job Title: Customer Support and Intake Specialist
Company: Connections Care Home Consultants
Location: Remote (Must reside in Florida)
Language: Applicant must be bi-lingual Spanish/English.
Position Type: Full-Time (W-2)
Salary: $38,000 annually.
Work Hours: Please note our business is based in California and the applicant must be available to work 12-8 EST (corresponds to 9-5 PST).
Who We Are
At Connections Care Home Consultants, we make a tangible difference in people's lives. We are a private care home placement agency and a proud Community Support (CS) provider for California's innovative CalAIM (California Advancing and Innovating Medi-Cal) program.
One component for CalAIM is Assisted Living Facility Transitions (ALFT) which allows managed care plans (MCPs) to use Medi-Cal to pay for assisted living for members eligible for nursing home transition/diversion, ensuring vulnerable individuals can safely move from—or avoid—skilled nursing facilities and transition into supportive community living.
Position Summary
We are seeking a dynamic, friendly, and compassionate Customer Support and Intake Specialist to join our Community Supports team. Acting as an assistant to the Managed Care Plan Manager, you will be the critical first point of contact for members and families.
You will manage the flow of incoming clients, handle the initial outreach, and ensure every detail is tracked meticulously. Working closely with the Program Care Manager and Program Director, you will help develop pre-authorization paperwork, track incoming documents, ensure quality control, and ultimately help find the right assisted living homes for eligible members.
What You Will Do (Key Responsibilities)
- Client Intake & Record Management: Manage incoming clients by creating accurate and detailed client records in the Electronic Health Record (EHR) system.
- First Point of Contact: Make initial phone calls to referred members to introduce the CS program, explain the benefits, and foster patient engagement.
- Customer Service: Provide high-quality, outgoing, and friendly customer service to both new applicants and currently enrolled members who have questions about the program.
- Eligibility & Enrollment: Verify member eligibility via the MCP Medi-Cal portal and other CS program requirements. Complete enrollment and consent forms with members who choose to participate.
- Document Tracking & Quality Control: Perform ongoing tracking of all incoming documents and follow up diligently to ensure strict quality control and program compliance.
- Placement Assistance: Actively work to find and secure appropriate assisted living placements for eligible members within the ALFT program.
- Care Coordination: Engage with patients to understand their unique needs, preferences, and challenges, addressing any concerns they may have.
- Roster Management: Maintain an accurate and up-to-date Case Management roster, tracking changes in member status to ensure the roster reflects the most current information.
- Collaboration & Reporting: Adhere to Managed Care Plans Outreach Standards and collaborate with the CS Care Manager and Program Director to track engagement and enrollment for closed-loop reporting.
What You Bring (Qualifications & Skills)
Required Experience & Education:
- State Residency (Strict Requirement): Due to strict corporate tax and payroll compliance, you must currently reside in the state of Florida. We cannot accept applications from candidates living outside of Florida.
- Education: Associates degree at a minimum
- Experience: Minimum of 1–3 years of experience in care coordination, patient intake, or a related healthcare administrative field.
- Specialized Background: Experience working with patients who have limited literacy or come from socioeconomically disadvantaged backgrounds.
- Must have quiet work/home environment from which to receive incoming member phone calls.
Who You Are:
- Customer Service Champion: You are friendly, outgoing, and truly enjoy providing high-quality support to vulnerable individuals and their families.
- Tech-Savvy: You must have strong general computer skills, including proficiency with databases, Microsoft Word, and Microsoft Excel.
- Detail-Oriented: You have a sharp eye for tracking documents and maintaining quality control over complex files.
- Professional & Motivated: You bring a kind, patient, and professional demeanor to every phone call and team interaction.
- Bi-lingual: Spanish/English
Compensation & Benefits
- Salary: $38,000 Annually
- Work Setup: 100% Remote Work
- Paid Time Off (PTO)
- Retirement: Company-sponsored 401(k) plan available after 1 year of employment (calculated at 8 hours per day for workable days).
Pay: Up to $38,000.00 per year
Benefits:
Application Question(s):
- Are you available to work 12-8 EST (9-5 PST)?
Language:
Location:
Work Location: Remote
