Customer Service Intake Specialist

Job Description

Job Description

We are looking for a Customer Service Intake Specialist to support a healthcare-focused team in Orlando, Florida. This Contract position is ideal for someone who excels in customer service, handles sensitive conversations with professionalism, and can guide individuals through intake and service-related questions with accuracy and care. The person in this role will evaluate incoming needs, document interactions thoroughly, and connect clients with appropriate programs, benefits information, and community-based resources.

Responsibilities:
• Respond to incoming referrals from helplines, protective services, partner agencies, and community contacts while gathering complete intake details.
• Conduct structured screenings to identify service needs, clarify client circumstances, and support appropriate next-step recommendations.
• Review client information to assess possible qualification for available funded programs and alternative service options.
• Connect individuals with external community resources when internal programs are not the best fit for their situation.
• Enter and update client enrollment and intake information in designated tracking systems with a high degree of accuracy.
• Maintain ongoing contact records, document reported changes, and complete recurring re-screenings to support service prioritization.
• Explain Medicaid-related guidelines and application processes to prospective participants in a clear and supportive manner.
• Direct clients to specialized benefits counselors or waiver specialists for long-term care education and related assistance.
• Prepare and distribute required forms during new intakes and follow-up re-screenings, and transition eligible individuals to service providers when support is available.
• Assist with emergency response support activities and perform additional administrative or service-related duties as assigned by leadership.• Minimum of 2+ years of experience in customer service, call center operations, intake coordination, social services, case management, or a related field.
• Bachelor’s degree preferred, or a high school diploma/GED with at least three years of relevant experience.
• Strong verbal and written communication skills with the ability to communicate clearly and empathetically with diverse populations.
• Experience handling inbound calls, customer inquiries, and data entry tasks in a fast-paced service environment.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Ability to interpret policies, procedures, and program guidelines while making sound decisions based on documented information.
• Must be able to pass a Level II background screening and complete required job-related training and certification within established timeframes.
• Bilingual English-Spanish communication skills are preferred.