Intake Coordinator - Billings, MT

Cornerstone Caregiving is a non-medical, in-home care company primarily serving seniors. With over 450 offices in just 6 years, we aim to provide the highest quality of care for our clients across 43 different states (and counting).

The Intake Coordinator guides prospective clients and families from their first inquiry

through a complete, compassionate, and organized start of care. This role owns intake

follow-up, initial assessments, ongoing reassessments, long-term care insurance

coordination, and communication with referral partners. The Intake Coordinator works

closely with scheduling, recruiting, and office leadership to ensure every new client

receives a clear plan and a smooth handoff.

• Respond promptly and professionally to new client inquiries from families, hospitals, facilities, the VA, community partners, and other referral sources.
• Gather the information needed to understand the prospective client's goals, care needs, preferred schedule, funding source, location, and anticipated start date.
• Explain Cornerstone Caregiving's services, rates, service expectations, and next steps accurately and compassionately.
• Maintain consistent follow-up with prospective clients and families until they begin services, decline services, or request no further contact.
• Document all intake activity, status changes, commitments, and follow-up dates in the designated company system, Axis Care.

• Conduct timely in-home, hospital, rehabilitation, hospice, or facility-based assessments, using company assessment tools and established procedures.
• Identify the client's functional needs, routines, preferences, safety concerns, family expectations, and desired outcomes, and elevate clinical or safety concerns to the appropriate leader.
• Develop a clear initial service plan and collect required agreements, authorizations, contact information, and supporting documentation.
• Coordinate the start-of-care handoff with scheduling and office leadership, including requested schedule, caregiver considerations, risks, and special instructions.
• Remain available for occasional after-hours assessments when necessary to meet urgent client needs, according to an approved rotation or leadership direction.

• Complete reassessments at required intervals and when there is a significant change in a client's condition, environment, schedule, or service needs.
• Update service plans and communicate changes promptly to the client, family, scheduling team, caregivers, and leadership as appropriate.
• Identify opportunities to improve the client experience, adjust authorized hours, or connect the client with additional community resources.

• Support clients and families in navigating long-term care insurance documentation and administrative requirements without representing the insurer or guaranteeing coverage or payment.
• Collect policy information, authorizations, elimination-period records, invoices, care documentation, and forms needed for claim submission or reimbursement requests.
• Communicate with clients, authorized family members, insurers, and third-party administrators to track outstanding items and provide status updates.
• Maintain accurate, confidential records and promptly elevate denials, coverage concerns, or unusual requests to the Operating Director.

• Thank referral partners promptly for every referral and provide privacy-conscious updates on whether contact was made and whether services began.
• Build trusted relationships with hospitals, rehabilitation centers, assisted living communities, hospice and home health teams, VA partners, social workers, and other community organizations.
• Track referral sources and follow-up activity so leadership can understand referral trends, opportunities, and service gaps.
• Represent Cornerstone Caregiving with warmth, professionalism, responsiveness, and sound judgment at all times.

• Partner closely with Scheduling Managers to confirm service feasibility and deliver a complete, timely handoff for new and changing clients.
• Coordinate with recruiting when a prospective client's needs reveal a specific caregiver skill, availability, or geographic gap.
• Communicate urgent client, safety, service, or reputation concerns to the Operating Director immediately.
• This position supports, but does not independently own, caregiver…