Intake Coordinator - Care Management

JOB SUMMARY – The Intake Coordinator's primary responsibility is to answer and log all calls that are routed through our Information & Referral (I & R) line and maintain accurate tracking and timely Care Management (CM) client information using an internal data management system.  Receive and process confidential client information from various sources, including over the phone, fax, email, and in person. Enter and track data daily and ongoing I&R, including CM referrals. Complete intakes for CM as needed.

The Intake Coordinator will also support our Peer Counseling (PC) Program administratively. Review and complete all the necessary intake paperwork for enrollment in the Peer Counseling Program.  Provide excellent customer service, follow-up with clients and peer counseling, scheduling, and billing appointments promptly. The successful candidate will possess strong verbal communication and excellent customer service skills,  attention to detail, reliability, and a compassionate approach when interacting with others.

PRIMARY RESPONSIBILITIES

• Answer the phone live 70% of the time.
• Receive, process, and outreach/follow-up I&R in-coming client calls, referrals, and inquiries about Care Management (CM), which includes Peer Counseling (PC)
• Document by tracking and logging all I&R and CM calls, referrals, and inquires on internal and external data management system.
• Conduct intakes by phone or in person, responsible for entering accurate information into the County required data collection system.
• Manage referral process for CM services.
• Maintain PC client files to ensure client eligibility, complete all appropriate forms, and file maintenance.
• Assign, complete, and track updated PC required documentation and forms after the VP / Supervisor assigns the client to PC One-on-One Individual Counseling or a Support Group. Contact clients for needed documents as needed.
• Daily update and input new PC client information into the internal data management system.
• Assist in scheduling assignments of client and peer counselors.
• Reconciliation of PC client payment and mail invoices
• Track and reconcile PC volunteers’ monthly log sheets with proper documentation.
• Participate in weekly meetings with the VP and/or Supervisor to review program administrative needs.
• Support CM by generating reports as needed, conducting file maintenance, and other administrative duties.
• Assist with other special projects as assigned.
• Provide back up-front desk support.

ESSENTIAL JOB FUNCTIONS

• Ability to receive, follow-up, and process confidential client information from various sources, including over the phone, fax, email, and in person, for the CM Programs.
• Ability to accurately enter and track data in the internal data management system daily.
• Proficient with building Excel spreadsheets, coordinating Zoom, and other forms of technology, and ability to use a computer, keyboard, and phone. 
• Ability to shift between primary job responsibilities in an organized manner.

POSITION QUALIFICATIONS

Educational Requirements:

• BA in related fields such as Social Work, Psychology, Gerontology, Public Health

Experience Requirements:

• Proven organizational skills to prioritize work and meet deadlines.
• Prior work experience with older adult and/or disability population
• Ability to interface/relate well with all levels of staff and with the public.
• Minimum of two (2) years experience in a data collection/reporting role.
• Working knowledge of Microsoft Office, including Outlook and Excel.
• Demonstrated ability to communicate effectively in writing and orally.
•  Display critical thinking skills, flag errors, question inconsistencies, and problem-solve.

Other Requirements:

• Excellent written and oral communication skills and personable and respectful communication style with clients.
• Understand the importance of building proper rapport when engaging with clients and volunteers.

WORK ENVIRONMENT:

This position is in the corporate office of WISE & Healthy Aging, located at 1527 4th Street, Santa Monica, CA 90401.

DISCLAIMER

The job duties listed are not a comprehensive list of responsibilities and may change with or without the consent of the incumbent. The job description is not an employment contract, and WISE & Healthy Aging reserves the right to modify the duties listed.

BENEFITS & COMPENSATION

We offer competitive salaries DOE, plus comprehensive benefits: 80% company-paid medical, 100% company-paid dental, 401(k) plan with employer matching, FSA, optional life and vision insurance, 14 paid holidays plus PTO.