Intake Specialist

POSITION: Intake Specialist 

REPORTS TO: Nutrition and Client Services Manager

POSITION TYPE: Full-time Exempt

ABOUT MANNA

MANNA is a nonprofit organization in Philadelphia providing nutrition services to improve health for people with serious illnesses who need nourishment to heal. By providing medically tailored meals and nutrition education, we empower people to improve their health and quality of life.

SUMMARY: The Intake Specialist supports the Nutrition Department and is responsible for coordinating the delivery of appropriate and timely nutrition services to members referred to our program via their health insurance provider or medical care provider. The Intake Specialist serves as the point person for communication with referral sources and care coordinators from insurance companies and works closely with the Registered Dietitians on staff to schedule counseling appointments as well as assist with other daily clerical needs.

SUPERVISORY RESPONSIBILITIES: None.

ESSENTIAL FUNCTIONS:

• Process client referrals received from medical care providers and/or MCO Care Coordinators.

• Ensure a seamless, complete and effective enrollment process for all prospective clients
• Receive referrals via MANNA’s Referral Portal, or a secure email server, and manage updates in the internal referral log
• Promptly processes referrals through a telephonic intake process with the referred client, providing detailed explanation of services and scheduling nutrition counseling appointments with the registered dietitians.

• Data entry in MANNA’s client software tool.

• Utilize computer software/hardware and other office equipment to consistently and accurately enter data
• Maintain accurate and timely data and documentation updates for each client both electronically and within the paper chart.

• Refers to Registered Dietitians for oversight if interpretation of clinical information as needed
• Follow all HIPAA policies and procedures to protect client confidentiality.

• Completion of monthly Recertifications for existing philanthropic MANNA clients.

• Manage a monthly census of clients due for their meal program Recertification.
• Complete a telephonic health update assessment
• Communicate with the medical care provider to obtain updated health information.
• Present documentation to MANNA’s Registered Dietitians to determine ongoing eligibility.

• Fulfill customer services responsibilities.

• Provide exceptional customer service and a positive experience for potential clients
• Act as the initial point-of-contact for calls coming from current and prospective clients, caregivers, or medical care providers
• Receive and process voicemails in a timely fashion.

• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES:

• Bilingual English – Spanish required/preferred; fluency in English required.
• Excellent verbal and written communication skills.
• Strong interpersonal with a commitment to high-quality customer service.
• Exceptional organizational skills with strong attention to detail.
• Effective time management skills and a demonstrated ability to meet deadlines.
• Strong analytical, critical thinking, and problem-solving skills.

• Ability to perform effectively in a fast-paced, occasionally high-stress environment.
• Proficiency with Microsoft Office Suite or similar software applications.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in health or social services related field preferred.
• High school diploma or equivalent required.
• At least one year of related experience required.
• Experience working at a nonprofit organization and/or a medical office or hospital setting.

WORKING CONDITIONS

• Must be able to sit/stand at a desk for long periods of time.
• Must be able to read fine print on paper, computer, and databases.
• Support Kitchen, Distribution, and Events departments on an as-needed basis.

All offers of employment at MANNA are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates.

SALARY: $42,000 – $44,000

BENEFITS: Health insurance, FSA, Pre-tax Commuter Spending Account, Life insurance, Disability insurance, 401(k) plan with match, PTO up to 12 days in year one plus 5 sick days, 11 paid holidays plus one ‘floating’ holiday per year