Bilingual Intake Specialist

Description

The Intake Specialist is responsible for managing all new client inquiries, coordinating service initiation, and supporting ongoing client needs. They are the client’s first impression of Caring for People Services. This role serves as a key point of contact for clients, families, referral sources, and internal staff, helping ensure a smooth and responsive intake and onboarding process for both Medicaid and private pay clients. The Intake Specialist will monitor the process from end-to-end, from initial referral to collaboration with the Care Manager team to day one of services.

Essential Responsibilities

Intake & Client Onboarding

• Serve as the first point of contact for all incoming inquiries (phone, email, referrals).
• Conduct intake screenings to assess client needs, preferences, and service requirements.
• Knowledgeable and able to explain services, care options, and pricing for private pay, VA, and Medicaid clients.
• Coordinate and schedule in-home assessments.
• Facilitate timely and smooth service start for new clients.
• Offer suggestions on ways to simplify and streamline processes to provide optimal customer service.
  
  

Medicaid & Documentation Support

• Monitor, track and report on referrals through utilization of the CRM system.
• Assist clients/families with required intake and waiver documentation
• Ensure all paperwork is complete, accurate, and compliant.
• Maintain organized and up-to-date client records.
  
  

Client & Referral Communication

• Build and maintain relationships with clients, families, and referral sources.
• Communicate with Care Managers, administrative support, and outside partners.
• Provide updates and respond to questions throughout the intake process.
• Assign new clients to Care Manager, schedule introductory meetings, and schedule care plan assessments.
• Handle sensitive conversations with professionalism and empathy.
• Follow up with clients once in service to ensure satisfaction.
  
  

Coordination & Scheduling Support

• Collaborate with scheduling staff to align caregiver availability with client needs
• Assist with scheduling tasks or last-minute coverage needs (as needed in a small team)
• Help ensure services are staffed appropriately at start of care
  
  

Follow-Up & Growth Support

• Maintain consistent follow-up with prospective clients and referral sources
• Track and manage inquiries to support conversion into active clients
• Identify opportunities to improve intake flow and client experience
  
  

Administrative & Support

• Enter and manage client data in agency systems
• Support general office operations as needed
• Assist team members in a flexible, collaborative environment
• Adapt to shifting priorities in a small team setting
• Assist with onboarding new caregivers as needed
• Provide front desk support, including but not limited to phone management, filing and calendar management.
  
  

Requirements

QUALIFICATIONS:

Required

• High school diploma or equivalent
• 1–3 years of experience in home care, healthcare, intake/admissions, or customer service
• Fluent in English and Spanish (required)
• Strong verbal and written communication skills
• Ability to handle sensitive situations with professionalism and empathy
• Excellent organizational and time management skills
• Ability to multitask and work effectively in a fast-paced environment
• Basic computer proficiency (email, data entry, scheduling systems)
• Valid driver’s license and proof of insurance
  
  

Preferred

• Experience working with Medicaid programs and/or private pay clients
• Knowledge of non-medical home care services
• Experience with scheduling or care coordination
• Customer service or sales experience (especially converting inquiries to clients)
• Familiarity with EMR or home care software systems
• Experience working with seniors or individuals with disabilities
• Knowledge of CRM systems
  
  

Competencies

• Empathy and professionalism
• Initiative and self-direction
• Problem-solving and adaptability
• Strong follow-through
• Team-oriented mindset
• Flexible and able to work effectively in a variety of settings
• Excellent communication skills
• Demonstrate good decision-making skills