Intake Specialist

Intake Coordinator

When a family contacts Home Instead, it's often because something has changed. Maybe a loved one has had a fall, received a difficult diagnosis, or simply needs more help than the family can provide alone. Those first conversations matter.

As an Intake Coordinator, you'll be the first person many families speak with. Your job is to listen, answer questions, gather information, and help guide them through the next steps of the process. Every family who reaches out has already expressed interest in our services, so your focus isn't on selling-it's on building trust, responding promptly, and making sure every family receives the attention they deserve.

This role combines compassionate customer service with strong organization. You'll manage incoming inquiries, stay in touch with families throughout their decision-making process, and make sure no one falls through the cracks.

What You'll Do

• Answer incoming calls and online inquiries from prospective clients and their families.
• Respond quickly to new inquiries and follow up consistently until a family is ready to move forward.
• Listen carefully to each family's situation and document important details accurately.
• Schedule in-home care consultations and coordinate with the Client Care team.
• Maintain detailed notes and activities in Salesforce (or other CRM systems) to ensure every family receives timely follow-up.
• Track outstanding leads and prioritize daily follow-up activities.
• Communicate with empathy, professionalism, and confidence during every interaction.
• Work closely with the office team to provide a smooth experience from the first phone call through the start of care.

Who You Are

• You genuinely enjoy helping people and can build rapport quickly over the phone.
• You stay calm and compassionate when speaking with families who may be overwhelmed or emotional.
• You're organized and dependable, and you don't let details slip through the cracks.
• You learn new technology quickly and are comfortable working in multiple software systems throughout the day.
• You're self-motivated and manage your workload without needing constant direction.
• You take pride in following through and providing an excellent experience for every family.

Experience in home care, healthcare, senior services, hospitality, or customer service is helpful. Experience with Salesforce or another CRM platform is a plus, but we're willing to train the right person.

What We Offer

We offer a Monday-Friday schedule, competitive pay with performance-based bonus opportunities, health benefits, paid time off, and a 401(k).

More importantly, you'll have the opportunity to do meaningful work every day. You'll be part of a supportive team with the tools and training you need to succeed while helping families navigate one of the most important decisions they'll make. As the world's leading provider of in-home care for older adults, Home Instead gives you the opportunity to build a career with a company families know and trust.

If you're looking for a role where great communication, organization, and compassion make a real difference, we'd love to hear from you.

Position Information
Title:Intake SpecialistID:2861
Please note that this is the job board for the franchise office located at 5813 East Riverside Blvd., Rockford, IL 61114 . Each Home Instead franchise is independently owned and operated. To find a franchise near you, please visit the Careers page.

For job related questions please call the franchise office at View phone number on click.appcast.io.