Centralized Intake Specialist (Bilingual preferred)

Centralized Intake Specialist

The Centralized Intake Specialist plays a key role at the forefront of the intake process for clinical services, as well as other agency programs. This individual is responsible for receiving intake calls, assessing client needs, and matching clients with the most appropriate clinician. The role requires close collaboration with the Intake Supervisor, Supervisor of Fiscal Services, Clinical Supervisors, and fellow Centralized Intake Specialists to ensure a seamless and client-centered intake experience.

Centralized Intake & Assessment Duties

• Serve as the first point of contact for incoming intake calls: engage clients, assess needs, collect demographic information, and verify insurance coverage

• Collaborate with the Supervisor of Fiscal Services to address insurance-related issues

• Partner with referral sources to ensure appropriate and timely linkage of clients to services

• Match clients with the most suitable clinician; maintain intake appointment availability in clinician schedules

• Support clients by providing referrals and connections to relevant community resources

• Coordinate with the Intake Supervisor, Director of Clinical Operations & EMR, and Clinical Supervisors to monitor clinician caseloads

• Identify high-risk clients and add them to the appropriate tracking lists

• Perform daily reviews of HealtheLink alerts and monitor iCarol for crisis-related calls; follow up with clinicians as needed

• Contribute to agency efforts to centralize intake and streamline coordination across Child and Family Services programs

• Strengthen community awareness by collaborating with external partners to promote available services

Additional Responsibilities

• Conduct monthly Utilization Reviews and Quality Assurance reviews

• Provide support to clinicians and assist with administrative or office-related issues in collaboration with the Office Manager

• Maintain proficiency in using the Credible EMR system

• Follow customer service protocols when using agency phone and email systems:

  • Answer calls promptly and professionally

  • Redirect inquiries appropriately

  • Respond to voicemails and emails in a timely manner

• Uphold excellent customer service and phone etiquette at all times

• Maintain positive, collaborative working relationships with internal teams and external stakeholders

• Demonstrate strong interpersonal skills and professionalism in all interactions

• Actively model and promote inclusion, fair treatment, and respect for diversity

• Contribute to ongoing Quality Improvement initiatives within the program

Minimum Qualifications

• Minimum of 2 years of experience in the mental health field
• Strong knowledge of community resources and service programs throughout Western New York
• High School Diploma or GED required; Bachelor's Degree preferred

• Proficient computer and communication skills

• Bilingual in English and Spanish strongly preferred

• Insurance Verification experience preferred

Compensation & Benefits

Hourly Rate: $24–$27 per hour (based on experience)
Comprehensive Benefits Package for Full-Time Employees:

• Paid Time Off: 20 PTO days (increasing to 25 days after 5 years)

• Paid Holidays: 14 total, including 2 flex holidays

• Bereavement Leave: 4 paid days

• Jury Duty: Paid time off

• Insurance Coverage:

  • Employer-paid life insurance

  • Two medical plan options

  • Dental and vision coverage

• Wellness Initiatives:

  • Wellness program with incentives

  • Health Savings Account (HSA) with quarterly employer contributions

  • Flexible Spending Accounts (FSA) for healthcare and dependent care

• Retirement Benefits:

  • 403(b) plan available immediately

  • Employer contributions after two years

• Additional Perks:

  • Employee referral bonuses

  • Qualifying employer for Public Service Loan Forgiveness (PSLF)

Commitment to Diversity, Equity & Inclusion

At Child & Family Services, we are committed to building an inclusive workplace and community, with race equity at the center of our mission. We work each day to promote safety, health, and well-being, and we will not stop until Black, Indigenous, and people of color are free from racism and experience peace, prosperity, and wellness.

Equal Opportunity Employer

Child & Family Services is an Equal Opportunity Employer. We prohibit discrimination in all employment practices based on race, color, religion, sex, national origin, age, disability, veteran or familial status, genetic information, or any other status protected by federal, state, or local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)