Client Intake, Referral & Follow-Up Coordinator

Job Description

Job Description

Client Intake, Referral & Follow-Up Coordinator – Charity Care Group

Overview

The Client Intake, Referral & Follow-Up Coordinator is the central first-response and relationship-continuity role for Charity Care Group’s Home Health, Charity Transport, and HomeSafe programs. This person ensures that no prospective client, family member, referral source, applicant, senior, facility partner, or active case is left without a timely, documented response and clear next step.

This is an administrative and service-coordination position. The Coordinator does not make clinical-admission decisions, approve transportation eligibility or dispatch changes independently, clear employee credentials, interpret clinical records, or make final program-eligibility determinations. Instead, the Coordinator gathers information, communicates professionally, documents every contact, moves each record to the proper internal owner, and follows up until the next required step is completed.

The role supports the organization’s obligation to coordinate services, maintain records, use clear referral processes, and support quality oversight. Virginia’s home-care framework includes requirements related to service coordination, consumer protections, recordkeeping, personnel oversight, and ongoing quality review, making timely and accurate intake documentation especially important.

Client Intake, Referral & Follow-Up Coordinator Support

• The Coordinator provides structured administrative support across the three service lines. Their job is to protect the organization from missed calls, stalled referrals, incomplete files, poor handoffs, and lost opportunities.

Program Oversight Assistance

• This role does not replace a Program Manager, Clinical Director, Dispatcher, Credentialing Specialist, or Home Assessment professional. It supports those leaders by keeping the intake pipeline clean, current, and visible.

Operational Efficiency

• Answer incoming calls, voicemails, emails, text messages, website forms, and referral notifications using approved greeting and intake scripts.

• Return missed calls no later than the next business day; urgent or time-sensitive matters must be routed promptly under the applicable escalation procedure.

• Create or update the client, referral-source, applicant, senior, facility, or family-contact record in the approved system.

• Record the date/time received, contact information, service requested, referring source, basic need, preferred contact method, assigned owner, next action, and due date.

• Maintain a daily “open items” list for missing documents, pending appointments, unreturned calls, incomplete referrals, and overdue follow-ups.

• Send approved information packets, intake forms, secure-upload instructions, appointment confirmations, reminder messages, and service-status updates.

• Coordinate appointment scheduling for approved intake calls, HomeSafe registrations, HomeSafe assessments, meet-and-greets, referral discussions, and other authorized appointments.

• Confirm scheduled appointments by phone, email, and/or text using approved communication templates.

• Route records to the correct clinical, transportation, HomeSafe, credentialing, finance, or management owner.

• Maintain accurate communication notes without entering unnecessary or sensitive information in unapproved locations.

• Prepare daily pending-document lists and weekly referral-source status reports.

• Assist with referral-source relationship maintenance by communicating professionally, providing status updates within approved limits, and ensuring the appropriate team member follows up.

Key Attributes and Skills

• Warm, professional phone presence - The role is often the first impression a senior, family caregiver, referral source, facility, or applicant receives

• Strong follow-up disciplineThe job succeeds only when the Coordinator repeatedly tracks incomplete items to a clear outcome

• Compassion and patience -Older adults, family caregivers, patients, and referral sources may be stressed, confused, rushed, or frustrated

• Calm under pressure-Calls may involve hospital discharges, missed transportation, staffing concerns, urgent senior needs, or incomplete referrals

• Clear verbal communication-The candidate must explain next steps without overpromising or using confusing language

• Excellent written documentation-Every conversation must be summarized factually, professionally, and clearly

• Organization and time management-The person must manage multiple queues, deadlines, callbacks, documents, and scheduled appointments

• Confidentiality and discretion-The role may access sensitive client, employee, referral, or health-related information

• Detail orientation-Missed phone numbers, wrong appointment times, absent documents, or incomplete notes cause delays and risk

• Persistence without being aggressive-Applicants, referral sources, clients, and family members may need multiple reminders

• Script discipline-The candidate must follow approved language and know when to escalate rather than improvise

• Good judgment-They need to recognize when a matter is administrative versus clinical, urgent, financial, safety-related, or beyond their authority

• Team orientation-Their success depends on strong handoffs to clinical, dispatch, HomeSafe, credentialing, and operations staff

• Reliability-Daily response standards cannot be met with inconsistent attendance, late arrival, or unreturned communications

• High school diploma or GED required.

• At least 2 years of experience in a high-volume customer service, healthcare office, referral coordination, intake, transportation coordination, senior services, call center, or administrative support position.

• Demonstrated experience answering multi-line phones, responding to email/text inquiries, and documenting contact notes.

• Experience using a CRM, scheduling system, electronic records system, or task-management platform.

• Proficiency with Google Workspace or Microsoft Office, especially email, calendars, documents, spreadsheets, and shared folders.

• Strong verbal and written English communication skills.

• Ability to type accurately and document while speaking with callers.

• Ability to work in a confidential environment and follow privacy/security procedures.

• Ability to follow structured scripts, checklists, policies, and escalation instructions.

• Dependable transportation and reliable attendance during assigned coverage hours.

• Experience in home health, home care, medical office intake, hospital discharge planning, care coordination, senior services, non-emergency medical transportation, Medicaid-related service coordination, or human services.

• Experience working with older adults, individuals with disabilities, caregivers, community partners, or healthcare facilities.

• Experience using GoHighLevel, CareVoyant, EverTransit, Nextiva, Google Workspace, or comparable systems.

• Familiarity with HIPAA/privacy practices and secure-document handling.

• Bilingual communication ability, particularly English/Spanish, is a plus if it matches the communities you serve.

• Knowledge of the Hampton Roads/Suffolk referral network, senior resources, healthcare facilities, and transportation needs is a plus.

This position is central to the effectiveness of the executive team and the overall success of Charity Care Group’s programs, requiring a proactive, detail-oriented, and mission-driven professional.