Intake Coordinator

Intake Coordinator

The Intake Coordinator serves as the first point of contact for families entering St. Joseph Hearing + Speech's Listening and Spoken Language (LSL) intervention programs, including the Hear It Begins initiative. This position plays a critical role in reducing delays between hearing loss identification and enrollment in services by coordinating referrals, supporting families through intake, managing data systems, and facilitating communication among families, St. Joseph providers, intervention partners, and external clinical teams.

The Intake Coordinator ensures that families receive timely, compassionate, and family-centered support while navigating hearing healthcare and LSL intervention systems. This role directly contributes to the organization's goal of connecting children with hearing loss to LSL services as early as possible.

Essential Responsibilities

Family Engagement & Intake Coordination

• Serve as the primary contact for families referred to Hear It Begins and initial LSL services.
• Contact families promptly following referral and provide guidance regarding available services and next steps.
• Conduct intake interviews and gather demographic, medical, insurance, and referral information.
• Support families through enrollment and service initiation processes.
• Maintain regular communication with families to encourage participation and reduce loss to follow-up.
• Provide compassionate support and resource navigation during a potentially stressful period following diagnosis.

Referral Management

• Receive, process, and track referrals from parents, hospitals, audiologists, physicians, Indiana and Missouri First Steps, and community partners.
• Monitor referral timelines to ensure timely follow-up and service connection.
• Coordinate referrals between St. Joseph Hearing + Speech, Indiana and Missouri First Steps, Hear Indiana, and other partner organizations.
• Identify barriers to enrollment and collaborate with families and providers to address challenges.
• Maintain accurate records of referral status and service outcomes.

Data Management & Reporting

• Enter and maintain accurate client information within the LILLY database and other agency systems.
• Track key performance indicators, including:
• Referral response times
• Enrollment timelines
• Program participation
• Appointment adherence
• Family engagement measures
• Generate routine reports for program leadership review and quality assurance purposes.
• Assist with data collection efforts related to implementation research and program evaluation.

Partnership Coordination

• Build and maintain professional relationships with referral sources and community partners.
• Communicate regularly with hospitals, audiology providers, physicians, and early intervention professionals.
• Support outreach efforts designed to increase awareness of LSL Intervention and Hear It Begins services.
• Participate in stakeholder meetings and collaborative initiatives as assigned.

Quality Assurance & Continuous Improvement

• Monitor intake processes to identify opportunities for improvement.
• Participate in quality improvement initiatives focused on reducing delays and improving family experiences.
• Support compliance with organizational policies, confidentiality requirements, and funding expectations.
• Assist with implementation of new intake procedures and workflow improvements.

Qualifications

Required

• Associate degree or bachelor's degree in social work, healthcare administration, early childhood education, communications, human services, public health, or a related field.
• Minimum of two years of experience in client services, healthcare coordination, social services, education, nonprofit programs, or a related field.
• Exceptional interpersonal and communication skills.
• Strong organizational and time management abilities.
• Experience managing multiple priorities and maintaining detailed documentation.
• Demonstrated proficiency with databases, electronic records, Microsoft Office Suite, and data entry systems.
• Ability to maintain confidentiality and work with sensitive information.

Preferred

• Experience working with children who are deaf or hard of hearing and their families.
• Familiarity with early intervention systems, EHDI programs, or LSL intervention services.
• Experience with intake coordination, case management, patient navigation, or referral management.
• Bilingual abilities are a plus.
• Knowledge of listening and spoken language services and hearing healthcare systems.

Core Competencies

• Family-Centered Service
• Relationship Building
• Attention to Detail
• Database Management
• Problem Solving
• Communication Skills
• Cultural Responsiveness
• Initiative and Follow-Through
• Adaptability
• Collaborative Teamwork

Working Conditions

• Frequent communication via phone, email, and virtual platforms.
• Ability to sit and work at a computer for extended periods.
• Occasional local travel for meetings, outreach events, and partner engagement.
• Flexible schedule may occasionally be required to accommodate family needs or organizational events.

Equal Employment Opportunity (EEO): St. Joseph Hearing + Speech is an equal employment employer.