Intake Coordinator

Job purpose

Dream Big Childrens Center is seeking an Intake Coordinator to join our team. As the Intake Coordinator you will be the first point of contact for all incoming calls and for clients looking for services. You will be responsible for accurately answering questions about our services and for properly transferring incoming calls to the appropriate individuals.

Duties and responsibilities

• Manage inbound calls in a timely manner while delivering great customer service.
• Maintain a 24-hour turnaround time on emails and calls with clients and internal staff.
• Act as the first point of contact with prospective clients to obtain general patient demographics and insurance information.
• Provide accurate information to potential clients regarding Dream Big Childrens Center services.
• Answer questions potential clients may have about our services and correctly route calls throughout the organization.
• Communicate effectively with clients regarding their estimated insurance coverage as provided by internal insurance specialists.
• Prepare and obtain documents required for authorization based on the specific funding source requirements.
• Maintain a high level of customer relations through responsiveness and focus on ensuring client satisfaction.
• Identify and escalate priority issues.
• Retain records of conversations and document resolutions.
• Follow defined processes and policies such as compliance to escalations procedures and client support processes.
• Provide support to the administrative team as needed
• Other job duties as assigned.
• Respond to Facebook comments, Direct Messages, google questions, and Instagram comments/ asking for more information.

Qualifications

• Must be fluent in English and Spanish both written and spoken
• Professional written & verbal communication
• High attention to detail
• Familiarity with Gmail products and other systems
• High school diploma or GED
• Experience: 3-5 years of call center experience

Working conditions

This position is a remote position.

Direct reports

Reports to the Regional Director

Dream Big Celebrates Differences

We don't just dream of inclusive and equal environments- we create them. Dream Big is passionate about building an inclusive work and play space where everyone is celebrated. We are proud to be an Equal Opportunity Employer. Dream Big does not discriminate based upon race, religion, gender, sexual orientation, color, age, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate each uniqueness in our clients and staff- we know we are better together.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Upon request reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions unless doing so would create undue hardship for the company.

This is not an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in workload, business needs, or technological advances.)

This is not a contract of employment and is not intended to provide an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with this job. Management reserves the right to revise the job requirements and/ or to require that other or different tasks be performed at its discretion.

Qualifications

• Must be fluent in English and Spanish both written and spoken
• Professional written & verbal communication
• High attention to detail
• Familiarity with Gmail products and other systems
• High school diploma or GED
• Experience: 3-5 years of call center experience