Intake Administrator

Position Summary:

The Intake Administrator is responsible for managing all incoming calls from the intake queue, ensuring every caller is assisted promptly and professionally with a strong focus on zero missed calls. This role serves as the first point of contact for potential clients and is responsible for accurately entering new cases into company systems, assigning cases to the appropriate representatives, and ensuring smooth communication between clients and internal teams.

Key Responsibilities:

• Answer all incoming calls from the intake queue in a timely and professional manner
• Ensure no missed calls by actively monitoring the queue and following established response procedures
• Transfer callers to the correct representatives or departments based on case type and urgency
• Gather and verify client information accurately during intake calls
• Enter new cases into company systems with complete and accurate documentation
• Assign cases to the appropriate representatives according to company procedures
• Maintain detailed notes and records of all client interactions
• Follow up on incomplete intakes or missing information as needed
• Monitor intake workflow to ensure cases are processed efficiently and without delay
• Maintain professionalism and empathy when communicating with clients
• Escalate urgent or sensitive matters to management when appropriate
• Collaborate with intake staff, case managers, and representatives to ensure smooth operations
• Maintain confidentiality and comply with company policies and procedures

Qualifications

• Prior customer service, call center, receptionist, or intake experience preferred
• Strong phone communication and interpersonal skills
• Excellent organizational and multitasking abilities
• Ability to work in a fast-paced environment while maintaining accuracy
• Strong attention to detail and data entry accuracy
• Proficient with computers and systems
• Ability to remain professional and calm under pressure
• Reliable attendance and punctuality required

Performance Expectations:

• Maintain zero missed calls whenever possible
• Ensure accurate and timely case entry and assignment
• Meet response time and intake processing standards
• Maintain high professionalism and client satisfaction
• Demonstrate strong teamwork and accountability

Preferred Skills

• Bilingual abilities are a plus
• Experience in legal, medical, or service-based intake environments preferred
• Familiarity with phone queue systems and case management software

In-Office Position