[Hiring] Client Intake Specialist @ACES

Role Description

The Client Intake Specialist is a pivotal role within our organization, responsible for managing the onboarding process of prospective clients and facilitating their seamless transition to receiving services with ACES. This role also involves ensuring the continuity of care by managing service authorizations and addressing coverage changes for existing clients. The Client Care Coordinator serves as a crucial link between clients, their families, insurance providers, and the clinical team, ensuring a high standard of service and client satisfaction.

Essential Job Responsibilities

• Client Contact: Respond to inquiries from prospective clients and families, providing information about the company’s ABA services and guiding them through the initial steps of the intake process.
• Documentation and Information Gathering: Collect all required intake documentation, including medical history, insurance details, and any other necessary information to begin services.
• Data Entry: Entering all required data into all platforms (e.g., Central Reach/Ascend).
• Insurance Verification: Verify insurance coverage and benefits for ABA services, and communicate any potential out-of-pocket costs to clients.
• Onboarding Process Management: Guide clients through the onboarding process, ensuring all steps are completed efficiently and that families feel supported and informed.
• Client Assignment Ownership: Take full responsibility for assigned clients, managing their cases with attention to detail and ensuring their needs are met effectively.
• Customer Service Excellence: Deliver exceptional customer service, addressing client and family inquiries promptly and professionally, and providing clear, accurate information.
• Collaboration with Clinical Teams: Work closely with clinical teams to relay client information, ensuring that all necessary resources and support are in place for the client’s start of services.
• Client and Family Support: Serve as a primary point of contact for clients during the onboarding phase, addressing any questions or concerns and providing regular updates on the process.
• Payor Referrals: Facilitate referrals from payors, coordinating with provider placement and managing payor relations to ensure smooth transitions and appropriate service delivery.
• Continuous Improvement: Participate in team meetings and contribute ideas for improving the intake and onboarding processes to enhance client satisfaction and operational efficiency.

Qualifications

• Experience: 1-2 years of experience in a similar role within a healthcare setting is required. ABA setting preferred but not required.
• Insurance Knowledge: Basic understanding of insurance processes, particularly in the healthcare field; experience with insurance verification is required.
• Regional Centers and Payors Knowledge: Basic understanding of vendor numbers and service code deviations awareness.
• Customer Service Experience: Proven experience in a customer-facing role, preferably in a healthcare or service-oriented environment.
• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically to clients and families.
• Organizational Skills: Highly organized, with the ability to manage multiple client files and tasks simultaneously while maintaining attention to detail.
• Technical Proficiency: 60-80 WPM minimum. Proficient in MS Office Suite, including word processing, spreadsheets, and email; and experience with client management software is a plus.
• Team Collaboration: Ability to work effectively with cross-functional teams, particularly in coordinating efforts between client services and clinical teams.
• Problem-Solving Skills: Strong problem-solving abilities, with the capacity to handle client issues or concerns with professionalism and tact.
• Professionalism: Maintains a professional demeanor, with a focus on providing excellent service and fostering positive client relationships.
• Bilingual (Preferred): Ability to speak Spanish or another language is a plus.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• The chance to make a meaningful impact in the lives of individuals with autism and related developmental disorders.