Intake & Administrative Coordinator

Job Description

Job Description

HAVE Support, Inc. is seeking a highly organized, professional, and detail-oriented Intake & Administrative Coordinator to support the organization's administrative operations and manage the front end of the participant inquiry and enrollment process.

This position serves as an important first point of contact for prospective participants, families, Coordinators of Community Services (CCSs), Support Brokers, referral sources, employees, and community partners.

The Intake & Administrative Coordinator is responsible for answering telephone calls and emails, scheduling and participating in Meet & Greets, documenting meeting notes, entering and maintaining inquiry records, tracking outstanding requirements, conducting follow-up, and ensuring qualified inquiries progress efficiently from Inquiry to Enrollment .

The ideal candidate is highly organized, comfortable communicating with families and professionals, able to manage multiple cases and deadlines simultaneously, and committed to maintaining accurate records.

Essential Duties and Responsibilities

Telephone, Email & Administrative Support

• Answer incoming telephone calls professionally and route calls to the appropriate department or team member.
• Monitor assigned organizational email inboxes and respond to routine inquiries in a timely manner.
• Forward clinical, programmatic, billing, HR, or other specialized questions to the appropriate department.
• Maintain professional communication with participants, families, CCSs, Support Brokers, referral sources, staff, and community partners.
• Schedule appointments, meetings, and other activities as assigned.
• Maintain calendars and assist with meeting coordination.
• Prepare correspondence and administrative documents as needed.
• Maintain confidentiality of participant, employee, and organizational information.

Inquiry Management

Serve as the primary administrative coordinator for new service inquiries received through:

• Telephone calls
• Email
• Website referrals
• Microsoft Bookings
• CCS referrals
• Support Brokers
• Families and guardians
• Community partners
• Other referral sources

Responsibilities include:

• Create an inquiry record for each new prospective participant.
• Ensure required demographic and referral information is entered accurately.
• Obtain and verify participant and representative contact information.
• Record CCS and/or Support Broker information.
• Identify the services being requested.
• Identify Traditional or Self-Directed funding when known.
• Document requested service start dates and other important referral information.
• Record all significant telephone calls, emails, meetings, and follow-up activities.
• Review inquiry records for missing information.
• Maintain accurate inquiry statuses within HAVE Support Connect.
• Prevent inquiries from remaining inactive without a documented next action.

Initial Contact & Follow-Up

• Contact new referrals within established organizational response standards.
• Provide prospective participants and families with basic information regarding HAVE Support and available services.
• Send Meet & Greet scheduling information.
• Follow up with families, CCSs, Support Brokers, and referral sources when information or documentation remains outstanding.
• Track unsuccessful contact attempts.
• Maintain appropriate follow-up reminders and action items.
• Escalate inquiries requiring management attention.

Meet & Greet Coordination

The Intake & Administrative Coordinator will assist with coordination of prospective participant Meet & Greets.

Responsibilities include:

• Schedule Meet & Greets using Microsoft Bookings, Teams, Outlook, or other approved systems.
• Send meeting invitations and confirmations.
• Confirm participant/family and professional contacts.
• Ensure the appropriate HAVE Support representative is invited.
• Send reminders when appropriate.
• Participate in Meet & Greets as assigned.
• Take clear and comprehensive meeting notes.
• Identify action items and required follow-up.
• Document Meet & Greet completion within HAVE Support Connect.
• Upload or enter meeting notes into the participant's inquiry record.
• Initiate the appropriate next steps following the meeting.

Meet & Greet documentation should include, as applicable:

• Requested services
• Participant/family goals
• Current living situation
• Requested start date
• Current provider information
• Staffing/support needs discussed
• Funding type
• CCS/Support Broker information
• Documents available or outstanding
• Questions requiring follow-up
• Provider selection status
• Next steps

Document Coordination

Coordinate collection and tracking of documents needed to evaluate and process referrals.

Documents may include:

• Current or Draft Person-Centered Plan (PCP)
• Approved PCP
• Self-Directed Budget
• Behavior Support Plan (BSP)
• Nursing Care Plan (NCP)
• Health Risk Screening Tool (HRST) information
• Assessments
• Service authorizations
• DSAT
• SIP
• Other supporting documentation required for the requested service

The Coordinator will:

• Send document-upload instructions when appropriate.
• Track outstanding documents.
• Follow up with the responsible party regarding missing documents.
• Upload received documents to the appropriate participant record.
• Verify documents are associated with the correct inquiry.
• Notify appropriate team members when requested documentation has been received.

Qualifications

Required

• High school diploma or equivalent.
• Minimum of 2 years of administrative, intake, customer service, healthcare administration, human services, medical office, social services, or related experience.
• Strong written and verbal communication skills.
• Excellent telephone and customer-service skills.
• Strong organizational and time-management skills.
• Ability to manage multiple referrals, deadlines, and follow-up activities simultaneously.
• Strong attention to detail and data accuracy.
• Ability to take clear and organized meeting notes.
• Ability to communicate professionally with families and external professionals.
• Ability to maintain confidential information.
• Proficiency with Microsoft Office applications, including Outlook, Word, Teams, and Excel.
• Ability to learn and effectively use electronic record-management and workflow systems.

Preferred

• Associate's or bachelor's degree in Business Administration, Healthcare Administration, Human Services, Social Work, Psychology, or a related field.
• Experience working with individuals with intellectual and developmental disabilities.
• Experience with Maryland Developmental Disabilities Administration (DDA) services.
• Experience working with CCSs, Support Brokers, families, or Self-Directed Services.
• Experience with referral, intake, admission, enrollment, or case-management processes.
• Experience using CRM, electronic health record, case-management, or workflow-management software.
• Familiarity with Microsoft Bookings and SharePoint.

Knowledge, Skills & Abilities

The successful candidate should demonstrate:

• Exceptional organization and follow-through.
• Ability to prioritize urgent and routine responsibilities.
• Professional and welcoming interpersonal skills.
• Strong documentation skills.
• Ability to identify incomplete information.
• Ability to independently follow established workflows.
• Ability to recognize when an issue must be escalated.
• Strong problem-solving skills.
• Comfort learning new technology.
• Ability to work collaboratively across multiple departments.
• Ability to interact respectfully with individuals with disabilities and their families.
• Ability to maintain composure while managing competing priorities.

Work Environment

This position operates in an administrative and human-services environment and may require interaction with participants, families, employees, community partners, and healthcare/human-services professionals.

The employee may participate in virtual and in-person meetings and may occasionally travel between HAVE Support locations or attend community-based meetings as required.

Confidentiality

The Intake & Administrative Coordinator will have access to confidential participant, family, employee, and organizational information and is expected to comply with all applicable confidentiality requirements, HIPAA-related organizational practices, DDA requirements, and HAVE Support policies.

Role Boundaries

The Intake & Administrative Coordinator is responsible for administrative coordination and workflow management .

The Coordinator does not independently:

• Determine clinical eligibility.
• Approve enhanced staffing ratios.
• Determine whether behavioral or medical needs can be safely supported.
• Approve residential placements.
• Approve funding arrangements.
• Make final participant acceptance or denial decisions.
• Provide clinical recommendations.

These matters must be escalated to the appropriate Program Manager, nurse, behavioral professional, executive leadership, or other authorized team member.

Success in This Position

Success in this role means that prospective participants and referral sources receive timely, professional communication and that HAVE Support has a reliable, accurate, and organized inquiry pipeline.

The Intake & Administrative Coordinator should ensure that leadership can quickly determine:

Who contacted us?
What services are they requesting?
Who is responsible for the case?
What has already occurred?
What documents are missing?
What is the next action?
When should we follow up?
Is the person ready to move to Enrollment?

The goal is for every inquiry to have a clear status, documented history, responsible next action, and timely progression through HAVE Support's intake and enrollment process.

Flexible work from home options available.