Position: Intake Support Specialist (FT)
The Intake Support Specialist serves as the first point of contact for prospective clients, family members, referral sources, and community partners contacting Outreach's Centralized Access Department. This position is responsible for delivering exceptional customer service, facilitating engagement and access to care, conducting initial screening, coordinating referrals and appointments, supporting client onboarding, and ensuring accurate collection and documentation of client and insurance information. The Intake Support Specialist plays a critical role in supporting timely access to services, referral tracking, client re-engagement efforts, and front-end revenue cycle processes.
Essential Duties:
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Maintain a strong knowledge of Outreach's service portfolio, including eligibility requirements based on age, geographic location, level of care indicators, and presenting needs.
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Provide information regarding services to prospective clients and/or their family members in an ethical and caring manner.
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Answer and screen incoming phone calls; initiate the engagement process, conduct pre-assessment screenings, collect referral and third-party reimbursement information, schedule and confirm appointments, and manage required intake documentation.
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Identify and prioritize urgent or high-risk referrals, including determining when a client requires an expedited intake or crisis intervention.
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Facilitate warm handoffs to appropriate programs and services to support successful engagement and continuity of care.
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Obtain billing and insurance information, conduct insurance verification, confirm client insurance status, and accurately document information within the electronic medical record (EMR).
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High school diploma or equivalent.
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Strong communication, customer service, organizational, and multitasking skills.
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Computer proficiency and ability to learn and utilize electronic medical record systems.
Preferred Qualifications:
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Bilingual.
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Experience in behavioral health, substance use treatment, healthcare intake, care coordination, customer service, or call center operations.
Position Status:
This is a full-time non-exempt position.
Monday - Friday: 12pm - 8pm.
