Intake Coordinator

The Intake Coordinator is responsible for receiving, reviewing, and processing new investigative assignments from clients. This role ensures referrals are accurately entered into company systems, routed to the appropriate team, and prepared for efficient case handling. The ideal candidate is highly organized, detail-oriented, and comfortable working in a fast-paced environment while managing multiple priorities.

• Receive and process new investigative assignments and referrals.
• Create and maintain cases within the company case management system.
• Review referrals for accuracy, completeness, and client-specific requirements.
• Enter claimant, insured, employer, attorney, adjuster, and case information.
• Identify and resolve missing or incomplete information before routing.

• Monitor client portals for new assignments and supporting documents.
• Retrieve, review, and upload case materials as needed.
• Maintain familiarity with multiple client portal systems.
• Ensure assignments are processed promptly and accurately.

• Determine the appropriate investigative service requested.
• Route assignments to the correct operational team.
• Escalate unclear, conflicting, or unusual requests when necessary.
• Prioritize urgent files based on client expectations and service requirements.

• Contact clients for missing information or clarification.
• Respond promptly to intake-related inquiries.
• Maintain professional communication with adjusters, attorneys, claims professionals, and other stakeholders.

• Verify case details, documents, and instructions before completing intake.
• Identify duplicate referrals or conflicting information.
• Maintain confidentiality of client and claim information.
• Ensure accuracy to support smooth downstream operations.

• Collaborate with Operations and other departments to ensure successful case handoff.
• Assist with intake-related issues after assignment routing.
• Support fluctuating workload demands and administrative needs.

• High school diploma or equivalent required.
• Experience in insurance, claims, investigations, legal services, healthcare, or a similar environment preferred.
• Familiarity with insurance terminology and investigative services strongly preferred.
• Experience with client portals, case management systems, or similar platforms.
• Strong computer, communication, and organizational skills.
• Ability to manage multiple priorities while maintaining accuracy.

• Exceptional attention to detail.
• Strong time management and organizational abilities.
• Professional client communication skills.
• Ability to identify incomplete or inconsistent information.
• Ability to work independently and as part of a team.
• Dependable and responsive in a deadline-driven environment.

A successful Intake Coordinator:

• Processes assignments accurately and efficiently.
• Identifies issues before they impact operations.
• Routes assignments correctly the first time.
• Maintains timely processing of portal referrals.
• Communicates professionally and proactively.
• Delivers consistent quality during high-volume periods.

The Intake Coordinator serves as the critical first step in our investigative workflow. By ensuring assignments are processed accurately and routed efficiently, you help create a seamless experience for clients and operational teams while contributing directly to the success of every case.