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ESSENTIAL DUTIES AND RESPONSIBILITIES

Under the general supervision of the Intake & Recruitment Supervisor, the Intake Specialist is responsible for processing referrals received from the RiseBoro marketing team and partner organizations in a compassionate and professional manner. The Specialist will also proactively engage with the community to generate new referrals, helping expand RiseBoro’s client base.

This role requires a strong understanding of homecare regulations related to Medicare, Medicaid, and other insurance programs. The Intake Specialist will collaborate closely with patients, family members, external partners, and internal Homecare Division staff to ensure a seamless and positive intake experience.

• Assist with managing the intake process, including short and long-term care (Certified Home Health Aide Program (CHHA) and Managed Long-Term Care (MLTC), Medicaid, insurance verification, Maximus procedures, and MLTC enrollment.

• Collaborate and communicate with clients, family members, hospitals, nursing homes, and referral sources or other entities to facilitate client admission and service coordination.

• Make preliminary determinations on assigned client referrals and ensure timely and accurate transmission of information to responsible parties with the Homecare team.

• Provide guidance and assistance to new or potential homecare patients throughout the onboarding process.

• Ensure responsive and prompt coordination of client enrollment, manage enrollment issues, monitor service hour modifications, and update the system as clients disenroll from services.

• Coordinate all outreach efforts with the Intake and Coordination team.

• Advocate for client needs with respective HRA, CASA, MCO, and MLTC offices and other service providers.

• Consult and follow up with the appropriate case management agency regarding changes in client status.

• Process client deferrals/rejections, authorization documentation, start/end dates, re-admission dates, and billing in coordination with responsible Homecare units and designated HRA, CASA, MCO, and MLTC offices.

• Maintain accurate records of authorization, status change, and discontinuation of necessary or required forms from staff i.e., M11A form, M11V form, etc.

• Assist the Intake Supervisor in the areas of customer service, quality assurance, generating client outcome reports, and intake and outreach analysis

• Prepare routine case notes and reports as required.

• Ensure all hard-copy and electronic client information is secure at all times per Homecare and RiseBoro security protocols.

• Participate in team skill-building and professional development activities.

• Establish and foster a productive relationship with referral sources.

• Promote and maintain a supportive, positive, and welcoming working environment, which reflects the mission, vision, and values of RiseBoro Participate by working closely with the Intake & Recruitment Supervisor and department leadership.

• Other related duties as assigned by the Supervisor.

COMPETENCIES

• Bilingual English/Spanish speaker required

• Demonstrated related work experience in homecare, healthcare, and/or human services

• Excellent interpersonal and customer service skills

• Excellent oral and written communication skills

• Ability to effectively multi-task, follow up processes, and use independent judgment to produce quality work on time

• Excellent organizational skills with attention to detail

• Demonstrated ability to work with a diverse population, and contribute to building a positive team spirit

• Ability to be flexible and adaptable

• Commitment to RiseBoro’s mission, vision, and values

• Experience in Microsoft Office Suite; working knowledge of Homecare related databases preferred

• Ability to exercise good judgment and maintain confidentiality, particularly with client information

• Ability to understand the concepts of institutional and structural racism and bias and their impact on underserved and underrepresented communities

• Demonstrated commitment to supporting communities that have experienced systemic oppression and bias (i.e., people of color, LGBTQ+ people, immigrants, justice-involved persons, etc.)

EDUCATION and EXPERIENCE

• Associate’s degree preferred

• High School Diploma or equivalent required

• Experience in homecare business development, particularly in working with Certified Home Health Agencies (CHHAs) and Managed Long-Term Care (MLTC) plans to process and manage referrals.

• A minimum of one (1) year of related healthcare and/or human services work experience required; Homecare client enrollment-related work experience preferred

Qualifications

EQUAL EMPLOYMENT OPPORTUNITY (EEO)/AFFIRMATIVE ACTION POLICY STATEMENT

It is the policy of RiseBoro to provide equal employment opportunity to all employees and applicants for employment. No individual will be discriminated against on the basis of race, color, age, creed, religion, national origin, citizenship status, political or union affiliation, marital or partnership status, sex, sexual orientation or affectional preference, gender identity, familial status, genetic information or predisposition or characteristic, disability, status as a victim of domestic violence, status as a veteran or member of the U.S. military and related obligations, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including but not limited to, recruitment, hiring, job placement, compensation, benefits, training and apprenticeship, employee development, promotion, demotion, discipline, transfer, lay-off and recall, and termination. RiseBoro makes reasonable accommodation based on religion and/or disability as required by law, and requests for accommodation are to be directed to the Human Resources Department.