Intake Specialist

Intake Specialist

The Intake Specialist supports the full intake cycle for prospective ABA therapy clients, serving as a key point of contact for families, referring providers, and internal departments throughout enrollment. Working under the direction of the Lead Intake Specialist, this role is responsible for capturing and processing new referrals, verifying insurance eligibility, coordinating initial documentation, and supporting authorization workflows to move families from referral to active service as efficiently as possible. The ideal candidate is organized, compassionate, detail-oriented, and comfortable navigating healthcare insurance processes in a high-volume, regulated environment.

Referral Intake & Processing

• Receive and log all incoming referrals via phone, fax, email, and referral portals in the intake tracking system accurately and in real time
• Conduct initial eligibility screenings to verify insurance coverage, benefit levels, and ABA service authorization requirements
• Gather and organize all required intake documentation from families and referring providers, including diagnostic evaluations, prescription letters, and consent forms
• Communicate referral receipt and next-step instructions to families promptly and professionally
• Escalate complex or high-priority referrals to the Lead Intake Specialist as appropriate

Authorization Support

• Assist in the preparation and submission of prior authorization requests for ABA services to Medicaid, managed care organizations, and commercial insurance payers
• Follow up on pending authorization submissions and document status updates in the tracking system
• Coordinate with clinical staff (BCBAs / LBAs) to collect required clinical documentation in support of authorization requests
• Flag cases that may require Single Case Agreement (SCA) processing and refer them to the Lead Intake Specialist or SCA Specialist
• Monitor approaching authorization expiration dates and initiate re-authorization outreach under the direction of the Lead Intake Specialist

Family & Referral Source Communication

• Contact families in a timely manner upon referral receipt to explain the intake process, collect required information, and address general inquiries
• Provide empathetic and professional communication throughout the enrollment process, recognizing that families are often navigating a complex and unfamiliar system
• Respond to inbound inquiries from families, pediatricians, schools, and other referral sources regarding intake status, required documents, and next steps
• Ensure families are informed of any delays, documentation gaps, or payer-related requirements affecting their enrollment timeline

Documentation & Data Integrity

• Maintain accurate, complete, and up-to-date records for all referrals and active intake cases in the designated tracking system
• Ensure all intake files meet documentation standards required by payers, regulatory bodies
• Conduct routine audits of assigned intake cases to identify missing documents, outstanding items, or stalled pipeline stages
• Generate status reports on assigned caseload as requested by the Lead Intake Specialist or Director of Operations

Cross-Functional Coordination

• Collaborate with the billing, clinical, and scheduling teams to ensure seamless handoff from intake authorization to active service delivery
• Participate in intake team huddles, pipeline reviews, and cross-departmental coordination meetings as directed
• Support the Lead Intake Specialist with special intake projects, payer-specific workflows, or capacity-driven assignments as needed
• Adhere to all HIPAA regulations and confidentiality policies when handling client records and communications