Intake Coordinator

Job Description Summary

The Intake Coordinator serves as the first point of contact for Home Health and Private Duty referrals and inquiries. This role is responsible for managing incoming referral sources, private duty lead calls, and patient inquiries while ensuring timely, accurate intake processing. The Intake Coordinator works closely with clinical, operations, and sales teams to verify eligibility, coordinate next steps, and deliver an exceptional intake experience that reflects Health at Home’s commitment to excellence, responsiveness, and patient-centered care.

Essential Job Functions / Responsibilities

A. Intake & Referral Management

• Receives and processes incoming referrals for Home Health and Private Duty services via telephone, fax, hospital portals, secure email, and electronic referral systems.
• Fields incoming private duty lead calls, gathers preliminary information, and routes leads appropriately to support timely conversion and care coordination.
• Reviews referral documentation for completeness and accuracy, ensuring required clinical and demographic information is obtained.
• Communicates referral status, next steps, and service availability to patients, families, referral sources, and internal teams.

B. Insurance & Benefits Verification

• Verifies insurance eligibility and benefits for Home Health and Private Duty services in accordance with payer and agency guidelines.
• Accurately documents benefit information, coverage limitations, and authorization requirements.
• Communicates benefit details clearly and professionally to patients, families, and internal stakeholders.

C. Coordination & Internal Collaboration

• Collaborates with clinical leadership, scheduling, operations, and sales teams to facilitate smooth transitions from referral to start of care or service initiation.
• Coordinates with clinicians and leadership to address referral appropriateness, timing, and service needs.
• Serves as a liaison between referral sources and internal teams to ensure alignment, responsiveness, and service excellence.

D. Communication & Customer Experience

• Provides timely, professional, and compassionate communication with current and prospective patients/clients and their families.
• Maintains a high standard of customer service when interacting with referral sources, hospital discharge planners, physician offices, and community partners.
• Represents Health at Home’s values, professionalism, and brand in all interactions.

E. Documentation & Systems Management

• Accurately enters referral, intake, and benefit information into electronic medical record and intake systems.
• Maintains organized and compliant referral records and communication logs.
• Monitors referral pipelines and follow-up needs to support timely service initiation.

F. Compliance & Confidentiality

• Maintains strict confidentiality of protected health information (PHI) in accordance with HIPAA and company policies.
• Follows all federal, state, and agency regulations governing home health and private duty services.
• Adheres to all standards outlined in the company’s Compliance Program.

Position Qualifications

• High school diploma or equivalent required; healthcare-related education preferred.
• Prior experience in healthcare intake, referral coordination, admissions, or insurance verification preferred.
• Knowledge of home health and/or private duty workflows strongly preferred.
• Familiarity with insurance verification processes and medical terminology.
• Strong organizational skills with the ability to manage multiple referrals and priorities simultaneously.
• Excellent verbal and written communication skills with professional phone presence.
• Ability to work independently, exercise sound judgment, and collaborate effectively in a fast-paced environment.

Continuing Education Requirements

Employees are expected to participate in required education and training as directed by the organization. Staff are encouraged to pursue ongoing learning to enhance job-related skills, payer knowledge, and service excellence.

Environmental & Working Conditions

Environmental Conditions:

• Office-based role with exposure to normal office working conditions.

Working Conditions:

• Subject to frequent interruptions and time-sensitive requests.
• May require managing urgent referrals and service coordination needs.

OSHA Exposure Category:

• Category III – Position includes tasks that involve no exposure to blood, body fluids, or tissues and does not require performance of Category I tasks.

Required Personal Protective Equipment:

• As required by working conditions.

This job description is not intended to be all-inclusive and does not constitute a written or implied contract of employment. Employees may be required to perform other reasonably related duties as assigned by management. All employees are expected to participate in and adhere to all guidelines contained within the company’s Compliance Program.