Program Access & Support Specialist

Position Summary

The Program Access & Support Specialist provides statewide administrative, intake, and referral coordination to ensure families, caregivers, and community partners can easily access Akin’s programs and services. This position integrates two major operational functions—administrative support and intake/referral processing—into a single, standardized role designed to streamline service access across regions and programs.

The Specialist is responsible for managing inquiries, completing intake coordination tasks, ensuring accurate documentation, supporting clinical teams through high‑quality administrative operations, and upholding a trauma‑informed, culturally responsive approach when engaging with families. Although duties are standardized statewide, individuals in this role may be assigned specific regions, programs, or service lines depending on organizational needs. This position has access to protected healthcare information (PHI) or confidential identifiable information (CII), both paper and electronic, as necessary to perform related job duties and responsibilities.

• Receive, log, and respond to inquiries from phone, web, email, and fax.
• Conduct screening for program eligibility, verify guardianship, and determine appropriate service pathways.
• Coordinate referrals between internal programs to ensure families move efficiently through services and receive timely support.
• Maintain up‑to‑date knowledge of Akin programs, service openings, and community resources.
• Provide accurate information to families, caregivers, and referring partners regarding service options and next steps.
• Ensure timely follow‑up using standardized statewide workflows (e.g., three‑attempt process).
• Document referral outcomes, viable/non‑viable determinations, and communication notes in the EHR and referral platform.

• Manage the full intake coordination process, including verification of eligibility, insurance coverage, and payer requirements.
• Support families by offering program information and next‑step instructions while refraining from providing navigation, case management, or clinical advice; follow escalation workflows when families need additional support.
• Schedule intake appointments, coordinate clinician availability, and manage interpreter requests.
• Send, track, and process intake packets (e.g., Adobe Sign); ensure documentation is complete prior to service start.
• Upload consents, forms, and demographic data into the EHR; ensure accuracy in participant records.
• Conduct follow‑up with families prior to their first session, including reminders, readiness checks, and troubleshooting barriers.
• Manage no‑show follow‑ups and reactivation or closure procedures according to standardized protocols.

• Provide general office, site, or virtual administrative support to assigned regions or programs.
• Monitor shared inboxes, respond to communication requests, and route messages appropriately.
• Support document handling including scanning, uploading, splitting/merging PDFs, and organizing digital files.
• Process ROIs (administrative portions only), track expiration, and ensure proper documentation.
• Assist clinicians and supervisors with administrative tasks such as Adobe Sign workflows, document uploads, and data entry.
• Coordinate interpreter services in partnership with statewide vendors and regional resources.
• Support front‑desk functions where applicable (greeting families, receiving documents, supporting walk‑ins).

• Ensure all intake, referral, and administrative data is accurately entered into the EHR and referral management systems.
• Conduct routine quality checks related to demographic fields, insurance details, documentation completeness, and intake status.
• Collaborate with the CQI and Data & Impact teams on intake‑related reporting and data validation processes.
• Follow statewide SOPs for documentation management and support ongoing workflow standardization.

• Provide trauma‑informed,…