What are the responsibilities and job description for the Intake Coordinator position at Aluma Home Care?
Job Title: Intake Coordinator
***MUST HAVE HOME CARE INTAKE EXPERIENCE***
Job Type: Full-Time
Department: Intake
Reports To: Director of Operations/Owner
Position Summary
The Intake Coordinator serves as the primary point of contact for new and existing clients, referral sources, and caregivers for a non-medical home care agency. This role is responsible for managing all aspects of the intake process, including answering inbound calls, gathering client information, verifying insurance or payer-source eligibility, scheduling services, and coordinating communication between clients, caregivers, and internal staff. The Intake Coordinator plays a critical role in ensuring timely service initiation, accurate documentation, and smooth daily operations.
Key Responsibilities
Intake & Client Coordination
- Answer incoming phone calls and respond to inquiries from prospective clients, families, referral sources, and staff in a professional and timely manner
- Complete intake for new clients, including collecting demographic, service, and payer information
- Enter and maintain accurate client data in the agency’s scheduling and/or electronic record system
- Communicate service details, start-of-care timelines, and expectations to clients and families
Scheduling & Staffing Support
- Schedule caregiver visits based on client needs, caregiver availability, and agency guidelines
- Coordinate schedule changes, cancellations, and call-offs
- Communicate schedules, updates, and care-related information to personal care assistants and aides
- Assist with resolving scheduling conflicts and coverage gaps
Insurance & Payor Verification
- Verify insurance eligibility and authorization requirements for non-medical home care services
- Obtain and track required documentation related to insurance, private pay, or waiver services
- Communicate coverage details and service limitations to clients and internal staff
Caregiver & Internal Communication
- Serve as a liaison between clients, caregivers, and office staff
- Communicate client preferences, care instructions, and service updates to aides
- Escalate concerns, complaints, or service issues to management as appropriate
Administrative & Compliance Support
- Maintain organized and accurate intake records and supporting documentation
- Ensure intake processes align with agency policies, procedures, and applicable regulations
- Assist with audits, reports, and administrative tasks as assigned
Required Qualifications
- Minimum of 1–2 years of experience as an Intake Coordinator or in an intake-related role within a non-medical home care or personal care agency
- Prior experience handling intakes, scheduling, and client coordination in a home care setting
- Knowledge of non-skilled home care services, workflows, and terminology
- Experience verifying insurance or payer eligibility for home care services
- High school Diploma/GED
Preferred Qualifications
- Experience with home care scheduling or electronic health record systems
- Strong understanding of private pay, waiver, or managed care processes
- College Degree
Skills & Competencies
- Strong verbal and written communication skills
- Excellent organizational and multitasking abilities
- Customer-service oriented with a calm, professional demeanor
- Ability to handle high call volume and fast-paced environments
- Strong attention to detail and accuracy
- Ability to maintain confidentiality and professionalism at all times