Intake Coordinator

Title:

Intake Coordinator Job Type: Full-Time Department:
Operations

Reports To:

Director of Operations Position Summary

The Intake Coordinator serves as the primary point of contact for new and existing clients, referral sources, and caregivers for a non-medical home care agency. This role is responsible for managing all aspects of the intake process, including answering inbound calls, gathering client information, verifying insurance or payer-source eligibility, scheduling services, and coordinating communication between clients, caregivers, and internal staff. The Intake Coordinator plays a critical role in ensuring timely service initiation, accurate documentation, and smooth daily operations.

• Answer incoming phone calls and respond to inquiries from prospective clients, families, referral sources, and staff in a professional and timely manner
• Complete intake for new clients, including collecting demographic, service, and payer information
• Enter and maintain accurate client data in the agency’s scheduling and/or electronic record system
• Communicate service details, start‑of‑care timelines, and expectations to clients and families

• Schedule caregiver visits based on client needs, caregiver availability, and agency guidelines
• Coordinate schedule changes, cancellations, and call‑offs
• Communicate schedules, updates, and care‑related information to personal care assistants and aides
• Assist with resolving scheduling conflicts and coverage gaps

• Verify insurance eligibility and authorization requirements for non-medical home care services
• Obtain and track required documentation related to insurance, private pay, or waiver services
• Communicate coverage details and service limitations to clients and internal staff

• Serve as a liaison between clients, caregivers, and office staff
• Communicate client preferences, care instructions, and service updates to aides
• Escalate concerns, complaints, or service issues to management as appropriate

• Maintain organized and accurate intake records and supporting documentation
• Ensure intake processes align with agency policies, procedures, and applicable regulations
• Assist with audits, reports, and administrative tasks as assigned

• Minimum of 1–2 years of experience as an Intake Coordinator or in an intake-related role within a non-medical home care or personal care agency
• Prior experience handling intakes, scheduling, and client coordination in a home care setting
• Knowledge of non‑skilled home care services, workflows, and terminology
• Experience verifying insurance or payor eligibility for home care services

• Experience with home care scheduling or electronic health record systems
• Strong understanding of private pay, waiver, or managed care processes
• Bilingual skills a plus (not required)
• Strong verbal and written communication skills
• Excellent organizational and multitasking abilities
• Customer-service oriented with a calm, professional demeanor
• Ability to handle high call volume and fast‑paced environments
• Strong attention to detail and accuracy
• Ability to maintain confidentiality and professionalism at all times
• Office‑based role with frequent phone and computer use
• On‑Site