Job Details

Description

Summary/Objective:

The Intake Specialist is a part of the Central Intake Unit with primary duties of responding to referral sources and potential clients seeking services. This is a key position in the organization, as it represents the first point of contact. It is essential that this position create a warm, welcoming and professional environment, conveying ease of service access, and that it be knowledgeable about the services within the organization, as well as in our communities. This position gathers needed information from callers to best determine service needs, making internal staff assignment or external referrals as appropriate. For potential clients to be seen at Solutions, the Intake Specialist gathers sufficient information about client demographics, the nature of the presenting problem, and insurance information so that a best match can be provided with a staff having clinical expertise and competence in that area. This position assists the new client in obtaining access to the patient portal in the electronic medical record. The Intake Specialist is responsible to ensure that the new client establishes a business relationship with Solutions and that payment mechanisms are clear and understood. This position works as part of a team, scheduling initial appointments across the agency. Because it can be difficult for a client to reach out for help, the aim of this team is to answer and respond to calls in real time, minimizing the need for unanswered calls or voice mail.

QUALIFICATIONS

Required Education and Experience:

The Intake Specialist candidate must have:

• a high school diploma or GED; a bachelor's degree in a human service area is preferred

• 1 year of experience in human services

Required Skills & Characteristics

• excellent customer service skills

• knowledge of Solutions' services

• knowledge of available community mental health and human services

• excellent communication and interpersonal skills

• the ability to present professionally in difficult client situations

• good time management and organizational skills

• proficiency (speed and accuracy) in word processing and data entry

• an understanding of the importance of confidentiality and privacy

ESSENTIAL FUNCTIONS

Primary Responsibilities

• Answering client or referral party calls regarding services; promptly returning any calls going to voice mail

• Provides knowledgeable information to clients or referral parties regarding the scope of services available at Solutions, in consideration of the client's geographic location

• Provides external referrals when the service requested is outside of Solutions' scope of services

• Gathering complete intake information for the accurate creation of the client's electronic record

• Accurately entering client data into the electronic record

• Scheduling new clients by matching presenting problem to appropriate clinical staff and/or program based upon clinician expertise and insurance coverage

• Verification of clients' insurance benefits and advising new clients of potential co-pays and/or co-insurance

• Assisting clients in accessing the patient portal for completion of paperwork

• Processing of all initial paperwork in order to ensure demographic and insurance information is accurate, complete and ready for billing

• Attending intake training activities as directed

• Assists with prior authorizations as directed

Administrative Responsibilities

• Attend work as scheduled; reliability with attendance is a must
• Follow Intake procedures
• Use Teams for inter-office communications
• Attend and participate in training and supervision meetings as scheduled
• Completes 20 hours of training and professional development annually
• Monitor and coordinate office supply needs with Office Manager and Clinic Manager
• Complete time and expense sheets bi-weekly within designated time frames.
• Timely completion of administrative tasks and requests for communication, e.g., alerts/tasks assigned in the Electronic Medical Record (Vireo) or the Human Resource Information System (Workforce Ready)
• Contribute to the development of the agency policies and procedures as assigned.

Professional Expectations

• Maintain professional dress and demeanor.
• Work in a positive and cooperative manner with others.
• Resolve problems constructively.
• Manage emotions on the job
• Take initiative. Be willing to pitch in. Be a team player

• Communicate openly and directly with others; follow the organizational chart to solve problems, e.g., bring concerns upwards to your supervisor/manager and not other parties/departments.

• Show flexibility when situations change, and re-prioritize work tasks when needed.
• Be an ambassador for Solutions. Display a positive attitude about your job and the agency.
• Be patient with clients, co-workers and other team members.
• Be willing to give and accept constructive feedback.
• Accept responsibility for your own behavior and decisions.

• Participation in Wanido platform for enhancement of employee and agency health and well-being

• Adheres to the mission, vision and values of Solutions

• Follows complaint policies when necessary

WORK ENVIRONMENT

Setting

This position is housed in a group office with other members of the Intake team. The Intake Specialist has a desk with a computer and a headset for calls. While this is a centralized position, it may be administratively located in another Solutions office.

Activity Level

There is variability with the activity level, depending upon the number of calls coming in. The Intake Specialist will primarily be in front of a computer for their job, taking phone calls and inputting data to create client files. Occasionally, the Intake Specialist may meet directly with a walk-in or a new client who is having questions or needs assistance. The Intake Specialist will need to be fluent with Microsoft Word, Excel, the electronic medical record (Vireo) and the Human Resources Information System (Workforce Ready). The office also uses Wanido, a platform for communication between employees which is designed to enhance employee connection and well-being.

Schedule / Hours

This position is full time. Days and hours of work are Monday through Friday, primarily 8-5. Some work above 40 hours may be required on occasion.

Travel

This position does not generally require travel. Exceptions include monthly unit/department meetings if the position is assigned to an outlying Solutions' office and required training/professional development. Travel is estimated at 5% of time or less.

PHYSICAL AND MENTAL DEMANDS

Physical Demands

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• Ability to work at a desk, conference table or in meetings of various configurations.

• Ability to see for purposes of reading client intake materials and frequent computer data entry.

• Ability to hear and understand speech at normal speech levels, in the English language, both in person and telephonically.

• Ability to communicate so others will be able to clearly understand normal conversation.

• Ability to lift up to 25 pounds.

• Regular telephone contact with clients and community referral sources.

Mental Demands

This employee must have the cognitive skills to learn new tasks, refer to and remember office procedures, complete tasks independently, integrate information for decision-making, comprehend, problem solve, make timely decisions in the context of a work flow, and communicate effectively with supervisors, management staff, and clients. Stress level can vary with the level of activity in the office or with the occasional difficult client. This position may need to identify and assist in the management safety concerns at times.

WORK AUTHORIZATION / SECURITY CLEARANCE

This employee will have access to email, the Electronic Medical Record (Vireo), the Human Resource Information System (Workforce Ready), and Wanido, which is a platform for employee engagement and organizational health. Access to Vireo is commensurate with job duties.

AAP/EEO STATEMENT

Solutions does not discriminate in employment with regard to race, creed, national origin, political affiliation, marital status, age, gender, sexual orientation, or number of dependents. As part of the Solutions team, no provider or staff member shall aid, coerce, or conspire to cause a termination or resignation of another team member because of illegal discriminatory factors.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.