Intake Specialist

At Soaring on Hope Pediatric Therapy Center, we believe every child deserves the opportunity to reach their fullest potential. Our mission is to Make Hope Happen Every Day , and our Intake Specialists play a vital role in making that mission a reality.

The Intake Specialist serves as the first point of contact for many of our families and referral partners, creating a welcoming, compassionate, and seamless experience from the very beginning. This position is responsible for coordinating the intake process from referral to evaluation, ensuring timely communication, accurate documentation, insurance verification, and exceptional customer service.

The ideal candidate is compassionate, highly organized, detail-oriented, and thrives in a collaborative, fast-paced pediatric environment. They are passionate about helping children and families, enjoy building relationships, and are committed to providing an outstanding experience for every family who contacts Soaring on Hope. Bilingual (English/Spanish) candidates are strongly encouraged to apply.

Above all, the Intake Specialist embraces Soaring on Hope's mission to Make Hope Happen Every Day by helping families access the services they need while contributing to a positive, collaborative culture where children, families, and team members can thrive.

Qualifications

• High school diploma or equivalent required; associate's degree preferred.
• Minimum of two years of experience in patient intake, scheduling, medical office administration, or a related healthcare setting preferred.
• Bilingual (English/Spanish) preferred.
• Exceptional customer service skills with a genuine passion for helping children and families.
• Excellent verbal, written, and interpersonal communication skills.
• Highly organized with exceptional attention to detail and the ability to prioritize multiple responsibilities in a fast-paced environment.
• Strong critical thinking, problem-solving, and time management skills.
• Proficient in Microsoft Office, including Word, Excel, and Outlook.
• Experience with electronic medical records (EMR) preferred.
• Knowledge of insurance verification, authorizations, and medical terminology preferred.
• Demonstrates professionalism, initiative, flexibility, and a positive attitude.
• Enjoys working collaboratively as part of a multidisciplinary team.

Essential Responsibilities

• Receive, review, and process incoming referrals to determine eligibility for services and obtain any additional documentation or clarification needed to complete the intake process.
• Serve as the primary point of contact for physicians, referral sources, caregivers, and prospective families by responding promptly and professionally to phone calls, emails, and other inquiries.
• Educate families about Soaring on Hope's services and guide them through each step of the intake process.
• Accurately create and maintain patient records within the electronic medical record (EMR) system, including demographic, insurance, and clinical information.
• Collaborate with the billing department to verify insurance benefits, obtain authorizations when applicable, and determine patient financial responsibility.
• Clearly communicate insurance benefits, coverage information, and financial responsibilities to families with compassion and professionalism.
• Schedule initial evaluations and coordinate appointments with clinical departments to ensure timely access to services.
• Foster strong working relationships with referring physicians and community partners by providing updates throughout the referral and intake process.
• Fax physician reports and required documentation following the initiation of therapy services.
• Maintain accurate referral logs and track intake metrics to support departmental reporting and continuous quality improvement initiatives.
• Complete all required documentation accurately and within established timelines while maintaining compliance with HIPAA and organizational policies.
• Collaborate effectively with therapists, billing staff, scheduling staff, and leadership to provide a seamless experience for patients and families.
• Identify opportunities to improve workflows, efficiency, and the overall patient experience.
• Contribute to a positive, collaborative workplace culture by supporting teammates and providing exceptional service to every family.

Preferred Qualities

The ideal candidate:

• Is passionate about serving children and families.
• Demonstrates empathy, professionalism, and exceptional customer service.
• Builds positive relationships with families, physicians, and coworkers.
• Works well independently while thriving by completing tasks
• Is proactive, adaptable, and eager to learn.
• Takes pride in accuracy, organization, and helping families navigate the therapy process with confidence.
• Embodies Soaring on Hope's mission to Make Hope Happen Every Day through compassion, teamwork, and excellence.