Program Access & Support Specialist

POSITION SUMMARY

The Program Access & Support Specialist provides statewide administrative, intake, and referral coordination to ensure families, caregivers, and community partners can easily access Akin’s programs and services. This position integrates two major operational functions—administrative support and intake/referral processing—into a single, standardized role designed to streamline service access across regions and programs.

The Specialist is responsible for managing inquiries, completing intake coordination tasks, ensuring accurate documentation, supporting clinical teams through high-quality administrative operations, and upholding a trauma-informed, culturally responsive approach when engaging with families.
Although duties are standardized statewide, individuals in this role may be assigned specific regions, programs, or service lines depending on organizational needs.

This position has access to protected healthcare information (PHI) or confidential identifiable information (CII), both paper and electronic, as necessary to perform related job duties and responsibilities.

ESSENTIAL FUNCTIONS:

Participant Access, Inquiry & Referral Coordination

• Receive, log, and respond to inquiries from phone, web, email, and fax.
• Conduct screening for program eligibility, verify guardianship, and determine appropriate service pathways.
• Coordinate referrals between internal programs to ensure families move efficiently through services and receive timely support.
• Maintain up-to-date knowledge of Akin programs, service openings, and community resources.
• Provide accurate information to families, caregivers, and referring partners regarding service options and next steps.
• Ensure timely follow-up using standardized statewide workflows (e.g., three-attempt process).
• Document referral outcomes, viable/non-viable determinations, and communication notes in the EHR and referral platform.

Intake Coordination & Enrollment Support

• Manage the full intake coordination process, including verification of eligibility, insurance coverage, and payer requirements.
• Support families by offering program information and next-step instructions while refraining from providing navigation, case management, or clinical advice; follow escalation workflows when families need additional support.
• Schedule intake appointments, coordinate clinician availability, and manage interpreter requests.
• Send, track, and process intake packets (e.g., Adobe Sign); ensure documentation is complete prior to service start.
• Upload consents, forms, and demographic data into the EHR; ensure accuracy in participant records.
• Conduct follow-up with families prior to their first session, including reminders, readiness checks, and troubleshooting barriers.
• Manage no-show follow-ups and reactivation or closure procedures according to standardized protocols.

Administrative Operations & Program Support

• Provide general office, site, or virtual administrative support to assigned regions or programs.
• Monitor shared inboxes, respond to communication requests, and route messages appropriately.
• Support document handling including scanning, uploading, splitting/merging PDFs, and organizing digital files.
• Process ROIs (administrative portions only), track expiration, and ensure proper documentation.
• Assist clinicians and supervisors with administrative tasks such as Adobe Sign workflows, document uploads, and data entry.
• Coordinate interpreter services in partnership with statewide vendors and regional resources.
• Support front-desk functions where applicable (greeting families, receiving documents, supporting walk-ins).

Data Integrity, EHR Documentation & Reporting

• Ensure all intake, referral, and administrative data is accurately entered into the EHR and referral management systems.
• Conduct routine quality checks related to demographic fields, insurance details, documentation completeness, and intake status.
• Collaborate with the CQI and Data & Impact teams on intake-related reporting and data validation processes.
• Follow statewide SOPs for documentation management and support ongoing workflow standardization.

Customer Service, Family Engagement & Equity Practices

• Provide trauma-informed, culturally responsive support during often emotional, crisis-informed intake and referral conversations.
• Maintain a high level of professionalism, empathy, and clarity when supporting families navigating complex systems.
• Utilize interpreter support and translation resources to ensure accessible communication for all families.
• Uphold Akin’s commitment to equity, inclusion, and family-centered care in all interactions.

Corss-Regional Standardization & Team Collaboration

• Participate in cross-regional meetings to ensure alignment in intake, referral, and admin workflows.
• Provide coverage for team members in other regions to support statewide continuity of access.
• Offer input into system improvements, workflow development, and EHR process enhancements.
• Maintain clear, timely communication with clinical supervisors, program leaders, and operations partners.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficient in MS Office (Word, Excel, Outlook)
• Understanding of EMR and data systems
• Ability to write clear and grammatically correct letters, memos, and reports
• Strong organizational skills
• Strong attention to detail
• Medical and Social Work terminology
• Ability to maintain accurate records and files
• Ability to receive feedback and make necessary corrections
• Demonstrated ability to work independently and as part of a team
• Ability to maintain strong and positive work relationships in complex work environments
• Familiarity with or interest in the principles of accessibility, inclusion, and belonging; and experience working successfully with colleagues, clients, or communities from a variety of backgrounds
• Demonstrated openness to learning and contributing to an inclusive workplace environment

WORKING ENVIRONMENT:

• Moderate noise (i.e. business office with computers, printers, phones)
• Typical office lighting and temperatures
• Moderate interruptions
• Ability to work in a confined area
• Ability to sit at a computer for an extended period

HYBRID WORK ARRANGEMENTS:

Hybrid work is a benefit of Akin’s flexible workplace but cannot be offered for all positions. Some positions require daily presence in the office. Hybrid work arrangements may be adjusted or rescinded based upon business needs.

PHYSICAL DEMANDS:

• While performing the essential duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard; occasionally to reach, stoop and kneel
• Specific vision abilities required by this job include close vision requirements due to computer work
• Regular, predictable attendance is required

MINIMUM QUALIFICATIONS:

• Two or more years of experience in administrative roles, behavioral health support, participant access, customer service, or related fields.
• Experience with intake, referral coordination, or enrollment preferred.
• Familiarity with EHR systems, scheduling tools, and document management processes (Credible/InSync experience preferred).
• Strong interpersonal skills, with the ability to communicate effectively with caregivers, youth, providers, and community partners.
• Ability to handle sensitive, emotional, and crisis-related conversations with professionalism and support.
• Demonstrated cultural humility and commitment to equity in service delivery.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.

SALARY RANGE AND BENEFITS: 

We provide a comprehensive benefits package, including competitive pay, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position.

The target starting pay for this position is $26.12 - $30.69 per hour, typically within the first half of the range. Actual offers will be based on individual qualifications relevant to the role and will not take an applicant’s pay history into account.

The range above allows our employees room for growth during their tenure in the position.

Salary : $31