Intake Analyst

Position Summary

The Intake Analyst serves as the first point of contact in the administration process for employee leave, disability, accommodation, and related workplace support requests. This role is responsible for reviewing incoming requests, gathering required information, ensuring data accuracy, creating case records within applicable systems, and facilitating timely claim initiation. The Intake Analyst plays a critical role in providing a positive claimant experience while maintaining compliance with client requirements, company policies, and applicable leave laws.

Essential Responsibilities

Case Intake & Administration

• Receive, review, and process new leave of absence, disability, accommodation, and related requests.
• Conduct initial claim intake through phone, email, web portals, and client system integrations.
• Establish case records and ensure accurate data entry into claim management systems.
• Verify employee eligibility and collect required information needed to initiate claims.
• Review documentation for completeness and follow up on missing or incomplete information.
• Generate and distribute intake correspondence, forms, and required notifications.

Customer Service

• Serve as a primary point of contact for employees, employers, healthcare providers, and internal stakeholders during the intake process.
• Provide professional and empathetic customer service while maintaining confidentiality.
• Educate employees regarding the intake process, required documentation, and next steps.
• Respond to inquiries within established service level agreements (SLAs).

Quality & Compliance

• Ensure compliance with federal, state, and client-specific leave programs and policies.
• Maintain accurate and complete case documentation.
• Adhere to quality standards, workflows, and established intake procedures.
• Identify and escalate issues requiring analyst, clinical, supervisory, or client review.

Collaboration & Process Support

• Partner with Claim Assistant, Leave Specialists, ADA Specialists, Client Success teams, and leadership to ensure successful case transitions.
• Support continuous improvement initiatives by identifying process gaps and recommending solutions.
• Participate in system testing, workflow enhancements, and special projects as assigned.

Required Qualifications

• Associate degree or equivalent work experience preferred.
• 1-3 years of experience in customer service, claims administration, leave administration, human resources, benefits administration, healthcare administration, or a related field.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and accuracy.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
• Experience working with case management or claims administration systems preferred.

Preferred Qualifications

• Experience supporting FMLA, ADA, Short-Term Disability (STD), Long-Term Disability (LTD), Workers' Compensation, Paid Family and Medical Leave (PFML), or other leave programs.
• Knowledge of leave administration regulations and compliance requirements.
• Experience working in a third-party administrator (TPA), benefits administration, healthcare, or HR services environment.
• Familiarity with Salesforce, ClaimVantage, or similar case management platforms.

Core Competencies

• Customer Focus
• Attention to Detail
• Data Accuracy
• Critical Thinking
• Problem Solving
• Professional Communication
• Time Management
• Adaptability
• Confidentiality and Integrity
• Team Collaboration

Performance Metrics

• Intake accuracy rate
• Timeliness of case creation
• Documentation completeness
• Customer satisfaction scores
• SLA compliance
• Productivity and workload management
• Quality assurance audit results

Physical Requirements

• Prolonged periods of sitting and computer use.
• Ability to communicate effectively via telephone, video conference, and email.
• Ability to perform repetitive keyboard and data entry functions.