Client Intake Specialist

Position: Client Intake Specialist

Position Overview

As a Client Intake Specialist, you will be the first point of contact for individuals seeking treatment, providing support, verifying insurance, and ensuring callers are connected with the appropriate services. You will play a key role in guiding individuals toward recovery by offering compassionate and knowledgeable assistance.

Key Responsibilities

• Manage inbound and outbound calls, providing information on programs and services.
• Assist individuals seeking treatment, answering inquiries and guiding them through the admission process.
• Conduct preliminary assessments to determine urgency and eligibility for treatment.
• Verify insurance coverage and benefits, ensuring accuracy in the intake process.
• Coordinate and schedule initial intake assessments, aligning with facility availability.
• Maintain accurate and confidential records, documenting caller information, follow-ups, and outcomes.
• Provide crisis support and de-escalation when necessary, ensuring individuals receive immediate guidance.
• Stay informed about Lighthouse programs and community resources to provide accurate information and appropriate referrals.
• Work in a fast-paced environment, balancing multiple priorities with a high level of professionalism.
• Perform other duties as assigned to support the intake and admissions process.

Required Qualifications

• High School Diploma or equivalent
• Minimum 1 year of call center or direct customer service experience (healthcare experience preferred), OR candidates who are currently pursuing or recently completed a degree in Social Work, Psychology, Counseling, Human Services, Public Health, Sociology, Criminal Justice, Nursing, or a related field.
• Excellent verbal and written communication skills
• Ability to work in a fast-paced, high-stress environment while demonstrating empathy and professionalism
• Proficiency in Microsoft Office Suite and call center software
• Must pass BCI check, corporate compliance checks, and employment drug screening

Preferred Qualifications

• Experience with insurance verification processes
• Strong active listening skills and ability to manage crisis calls effectively
• Candidates with relevant coursework or experience in crisis intervention, behavioral health, substance use treatment, or emergency response is highly valued.

Key Competencies

• Compassionate Customer Service: Provides empathetic and solutions-driven support to individuals in crisis.
• Problem-Solving & Multi-Tasking: Effectively prioritizes and manages multiple responsibilities in a dynamic environment.
• Resilience & Adaptability: Maintains composure in high-pressure situations and adapts to changing needs.
• Integrity & Compliance: Ensures accuracy in documentation and strict adherence to HIPAA and regulatory requirements.
• Team Collaboration: Works effectively with internal teams to enhance the intake and admissions process.

Work Environment & Schedule

• This position requires in-person work and flexibility for nights, weekends, and holidays based on operational needs.
• Fast-paced call center environment, requiring prolonged periods of sitting, talking, and using a computer.
• Occasional lifting (up to 25 pounds) and movement within the office as needed.