Intake Coordinator - Billings, MT

Job Title: Intake Coordinator
Reporting To: Operating Director
Status: Exempt
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Office Location: Billings, MT
#MGR-N

Salary: $48,000

What We Do:

Cornerstone Caregiving is a non-medical, in-home care company primarily serving seniors. With over 450 offices in just 6 years, we aim to provide the highest quality of care for our clients across 43 different states (and counting). 

Job Summary:

The Intake Coordinator guides prospective clients and families from their first inquiry
through a complete, compassionate, and organized start of care. This role owns intake
follow-up, initial assessments, ongoing reassessments, long-term care insurance
coordination, and communication with referral partners. The Intake Coordinator works
closely with scheduling, recruiting, and office leadership to ensure every new client
receives a clear plan and a smooth handoff.

Job Responsibilities:

New Client Intake and Follow-Up

• Respond promptly and professionally to new client inquiries from families, hospitals, facilities, the VA, community partners, and other referral sources.
• Gather the information needed to understand the prospective client's goals, care needs, preferred schedule, funding source, location, and anticipated start date.
• Explain Cornerstone Caregiving's services, rates, service expectations, and next steps accurately and compassionately.
• Maintain consistent follow-up with prospective clients and families until they begin services, decline services, or request no further contact.
• Document all intake activity, status changes, commitments, and follow-up dates in the designated company system, AxisCare.

Assessments and Start of Care

• Conduct timely in-home, hospital, rehabilitation, hospice, or facility-based assessments, using company assessment tools and established procedures.
• Identify the client's functional needs, routines, preferences, safety concerns, family expectations, and desired outcomes, and escalate clinical or safety concerns to the appropriate leader.
• Develop a clear initial service plan and collect required agreements, authorizations, contact information, and supporting documentation.
• Coordinate the start-of-care handoff with scheduling and office leadership, including requested schedule, caregiver considerations, risks, and special instructions.
• Remain available for occasional after-hours assessments when necessary to meet urgent client needs, according to an approved rotation or leadership direction.

Client Reassessments and Service Reviews

• Complete reassessments at required intervals and when there is a significant change in a client's condition, environment, schedule, or service needs.
• Update service plans and communicate changes promptly to the client, family, scheduling team, caregivers, and leadership as appropriate.
• Identify opportunities to improve the client experience, adjust authorized hours, or connect the client with additional community resources.

Long-Term Care Insurance Coordination

• Support clients and families in navigating long-term care insurance documentation and administrative requirements without representing the insurer or guaranteeing coverage or payment.
• Collect policy information, authorizations, elimination-period records, invoices, care documentation, and forms needed for claim submission or reimbursement requests.
• Communicate with clients, authorized family members, insurers, and third-party administrators to track outstanding items and provide status updates.
• Maintain accurate, confidential records and promptly escalate denials, coverage concerns, or unusual requests to the Operating Director.

Referral Partner Communication

• Thank referral partners promptly for every referral and provide appropriate, privacy-conscious updates on whether contact was made and whether services began.
• Build trusted relationships with hospitals, rehabilitation centers, assisted living communities, hospice and home health teams, VA partners, social workers, and other community organizations.
• Track referral sources and follow-up activity so leadership can understand referral trends, opportunities, and service gaps.
• Represent Cornerstone Caregiving with warmth, professionalism, responsiveness, and sound judgment at all times.

Team Coordination and Role Boundaries

• Partner closely with Scheduling Managers to confirm service feasibility and deliver a complete, timely handoff for new and changing clients.
• Coordinate with recruiting when a prospective client's needs reveal a specific caregiver skill, availability, or geographic gap.
• Communicate urgent client, safety, service, or reputation concerns to the Operating Director immediately.
• This position supports, but does not independently own, caregiver recruiting, caregiver training, or ongoing schedule management unless temporarily assigned by leadership.

Performance Expectations:

• New inquiries receive timely contact and a clearly documented next step.
• Assessments, reassessments, service plans, and intake records are accurate, complete, and submitted on time.
• Qualified prospective clients receive consistent follow-up, with no preventable gaps or lost handoffs.
• Referral partners are thanked and updated appropriately, and referral-source data remains current.
• Long-term care insurance tasks are tracked through completion, with outstanding items clearly communicated.
• Clients and families experience the intake process as organized, compassionate, honest, and responsive.

Qualifications:

• Strong communication skills and the ability to build trust with older adults, people with disabilities, families, healthcare professionals, and community partners.
• Excellent organization, follow-through, documentation, and time-management skills.
• Ability to discuss sensitive care needs with discretion, empathy, and professional boundaries.
• Comfort learning payer requirements, long-term care insurance processes, company software, and intake documentation standards.
• Valid driver's license, reliable transportation, and ability to travel locally for assessments and partner follow-up.
• Ability to maintain confidentiality and follow HIPAA, company policy, and all applicable requirements.

Schedule and Work Environment:

• Primary schedule is based in the Billings office during regular business hours, with local travel throughout the service area.
• The role requires flexibility for occasional early morning, evening, or weekend.
• The employee must be able to work independently in client homes and care settings, use a computer and phone throughout the workday, and communicate effectively in person and electronically.
• Conduct assessments when client needs cannot reasonably be met during regular office   hours.

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Employee and Fringe Benefits:

• Access to company-sponsored benefits plan that includes coverage for health, dental, vision, life, and other insurance benefits
• PTO: Accrues at 1 day per month
• Growth Bonus
• WOTC Bonus
• Phone Stipend

**We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.**

This job description is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position but rather describes the general nature and level of work being performed. The requirements listed above are representative of the minimum levels of knowledge, skills and ability necessary to perform the job. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.

This job description also reflects the Company's assessment of the essential functions of the position. The Company will make reasonable job-related accommodations to allow qualified applicants and employees with disabilities to perform those essential functions. The Company reserves the right to assign different or additional duties and responsibilities to this position or to reassign duties and responsibilities to other positions. Continued employment remains on an "at-will" basis.