Intake Representative Home Care

Position Summary The Intake Representative serves as the first point of contact for prospective clients, caregivers, referral sources, and healthcare professionals interested in home care services. This role is responsible for handling inbound calls, gathering and documenting patient information, qualifying referrals, explaining available services, coordinating the admissions process, and ensuring a positive customer experience from initial inquiry through start of care.

Key Responsibilities

Customer Service & Call Management Answer incoming calls from prospective clients, family members, referral sources, and healthcare providers. Respond to inquiries regarding home care services, eligibility requirements, insurance coverage, and admission procedures. Provide exceptional customer service and maintain a professional, compassionate, and knowledgeable demeanor. Follow up promptly with all leads and referral inquiries. Intake & Admissions Collect and verify demographic, clinical, insurance, and referral information. Complete intake documentation accurately and efficiently. Coordinate the admissions process with nursing, scheduling, and operations teams. Ensure all required paperwork and supporting documentation are obtained. Maintain accurate records within the agency’s electronic systems. Lead Conversion & Referral Management Convert inquiries into active admissions whenever appropriate. Educate potential clients and families on available home care services. Build and maintain positive relationships with referral sources, healthcare providers, hospitals, rehabilitation facilities, and community organizations. Track referral activity and provide updates throughout the intake process. Communication & Coordination Collaborate with clinical, scheduling, billing, and operations teams to facilitate timely admissions. Communicate admission status and updates to referral sources and families. Escalate complex clinical or operational concerns to appropriate team members. Ensure smooth handoff from intake to ongoing service delivery teams. Compliance & Documentation Maintain compliance with agency policies, HIPAA regulations, and applicable state and federal requirements. Ensure all intake records are complete, accurate, and submitted within required timeframes. Protect confidential patient information at all times.

Qualifications

Previous experience in home care, healthcare intake, admissions, customer service, or call center environments preferred. Knowledge of Medicaid, Managed Care, MLTCs, private pay, and commercial insurance preferred. Strong communication and interpersonal skills. Excellent organizational and multitasking abilities. Ability to work in a fast-paced environment and manage multiple priorities. Preferred Skills Familiarity with Connecticut Medicaid (HUSKY Health), including HUSKY A, C, and D eligibility and coverage. Knowledge of Connecticut Department of Social Services (DSS) programs, eligibility requirements, and application processes. Understanding of Connecticut home care programs, including Community First Choice (CFC), Connecticut Home Care Program for Elders (CHCPE), and the PCA Waiver. Familiarity with the Connecticut State Department of Aging and Disability Services, Area Agencies on Aging, and available senior support programs. Experience communicating with DSS offices, Access Agencies, care managers, and community organizations to coordinate home care services. Understanding of Medicaid eligibility verification, assessments, service authorizations, and enrollment procedures. Ability to guide patients and families through the Medicaid application and home care approval process. Experience following up on pending Medicaid applications, assessments, and service authorizations. Familiarity with Medicaid provider portals and electronic documentation systems preferred. I would also add this as a preferred qualification: Previous experience in Connecticut Medicaid home care intake, particularly with DSS, CFC, CHCPE, or other home and community-based services (HCBS) programs, strongly preferred. Performance Expectations Timely response to all incoming inquiries and referrals. Accurate completion of intake documentation. Achievement of lead conversion and admission goals. High customer satisfaction and positive referral source feedback. Consistent compliance with agency policies and regulatory requirements. Join our team and help individuals and families access the care and support they need to remain safe and independent at home. Pay: $22.00 - $25.00 per hour Work Location: Remote