Consumer Care Intake Specialist

Pay Rate: $19-23 per hour

Job Summary:

Desire Home Care is a family-centered and innovative company focused on attaining the best possible outcomes for all our clients. Our agency is committed to providing quality and compassionate care at the highest level for elders, the recuperating, and the intellectually and developmentally disabled by supporting their choice to remain independent and comfortable in their homes or preferred living environment. We serve our clients with dignity and comfort, prioritize service goals based on their input, and deliver timely, coordinated, and culturally sensitive services to them.

The Consumer Intake Specialist plays a key role as the first point of contact between Desire Home Care and the client seeking/approved for services. This position is responsible for introducing the agency to the client, completing care plans, setting up the initial service schedule, and monitoring client utilization of services.

This position is part of the Care Coordination Department and reports to the Senior Consumer Care Manager

Duties

• Validate receipt of all necessary documents in the agency’s software system prior to starting client services.
• Enter client information in agency’s software system accurately and in a timely manner.
• Conduct client assessment by gathering necessary information like demographics, client contact information, diagnosis, medical conditions, service goals, etc. to create a client care plan.
• Go over agency policies and email/mail out agency documents required for the client to complete for agency records; will follow-up as needed until documents are received.
• Completes initial set up of the client’s schedule based on total authorized hours or visits; if required will create an ongoing series to maximize authorized services for the client.
• Updates and audits client files to maintain agency compliance with its referral resources; emails supervisor to request pending/missing files and follows-up as needed until documents are received.
• Performs other duties that may be requested by supervisors or management.
• Answer incoming calls to the department.
• Monitor, forward, and/or reply to incoming text/email/calls/voicemails to assure “5” start customer service.
• Contact new referrals between 24-48 hours of receiving the referral.
• Set-up new referral intake appointments between 1-3 days of initial contact.
• On a weekly basis contact all pending new referrals needing to be set up for an intake appointment.
• Report to your supervisor you are unable to reach the new client after your second failed attempt.
• Report to you supervisor if a new client is not interested in starting services immediately.
• Update your supervisor on a weekly basis about your goals, accomplishments, and challenges.
  
  
  

Responsibilities

• Know and understand the vision, vales, and goals of Desire Home Care
• Greet and assist new referrals via phone, text, email, or in-person.
• Accurately and timely completes detailed documentation in agency’s software system of all actions done.
• Establishes and maintains a trust-based relationship with clients and referral resources.
• Maintains client and employee confidentiality and protects operations by keeping information confidential and following HIPPA guidelines.
• Maintain mandating reporting protocol.
• Preserve a healthy and comfortable work environment for yourself and colleagues.
• Manage your shift time to assure clocking in and out on time.
• Communicate ideas or ask questions that can lead to enhancing services.
• Request time off in a timely manner to reduce impact to business workflow.
• Follow verbal and written policies and procedures.
• Learn about program policies and updates to assure correct information is shared with callers/visitors.
• Complete assigned trainings.
  
  
  

Requirements

• Bilingual is a must (English/Spanish)
• High School Diploma or equivalent (minimum); bachelor’s Degree in Healthcare Administration/ Social Work/Sociology or related field preferred.
• 2 years of administrative or case management experience. Healthcare or social services office preferred.
• Valid California Driver’s License and reliable transportation (provide update by expiration date)
• Provide proof of legally eligible to work in the US.
• 2 years of administrative or case management experience. Healthcare or social services office preferred.
• Valid California Driver’s License and reliable transportation (provide update by expiration date)
• Provide proof of legally eligible to work in the US.
• Pass a background check and maintain criminal background clearance throughout DHC employment due to nature of services provided.
• Must have strong work ethics with goal driven focus.
• Ability to navigate the use of a laptop/PC and applications.
• Enjoy working in a one-on-one and group setting.
• Ability to work in a high pace environment with interruptions.
• Attention to detail and has organizational skills.
• Ability to practice emotional intelligence verbally and in written form
• Critical thinking and negotiation skills.
• PC proficient to include MS Office, Excel, Word, Outlook, the Internet, and applications.
• Minimum typing speed of 35WPM.
  
  
  

EEOC Statement:

Desire Home Care, Inc. is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at our company are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, age, disability, or veteran status. We are committed to providing a work environment free of discrimination and harassment and promoting a culture of diversity and inclusion.