We are seeking an empathetic, organized, and detail-oriented Intake Specialist to join our remote team. In this role, you will serve as the first point of contact for new clients, welcoming them, gathering preliminary information, and guiding them smoothly through the initial onboarding or intake process.
The ideal candidate possesses exceptional active-listening skills, professional phone etiquette, and the ability to handle sensitive information with strict confidentiality. You will play a crucial role in assessing client needs, determining eligibility, and setting a welcoming, reassuring tone for their experience with our organization.
Key Responsibilities
• Client Engagement: Answer incoming inquiries, calls, and web leads promptly, providing a warm, professional, and reassuring first impression.
• Information Gathering: Conduct comprehensive intake interviews to collect accurate personal, historical, and case- or project-specific details from prospective clients.
• Eligibility & Screening: Review prospective client information against established criteria, guidelines, or firm/company standards to determine qualification.
• Data Entry & Documentation: Record all client interactions, interview notes, and contact details accurately into our CRM or case management software.
• Scheduling: Coordinate and schedule initial consultations, appointments, or follow-up meetings between prospective clients and internal specialists or account managers.
• Warm Handoffs: Transfer qualified leads or urgent cases smoothly to the appropriate department, team member, or professional along with detailed summary notes.
• Confidentiality Maintenance: Handle all sensitive, personal, or proprietary client data with the highest level of privacy, adhering to industry standards and regulations (e.g., HIPAA, GDPR, or legal confidentiality).
Qualifications & Requirements
• Experience: Minimum of 1–2 years of experience in an intake, receptionist, customer service, or administrative role (experience in legal, medical, or agency environments is a strong plus).
• Communication Skills: Exceptional verbal and written communication skills with a calm, empathetic, and professional demeanor, especially when dealing with distressed or sensitive individuals.
• Organization & Detail: Superior organizational skills with the ability to manage high-volume details, multitask, and avoid errors during fast-paced interviews.
• Tech-Savvy: Proficiency with CRM software, case management platforms, scheduling tools (e.g., Calendly), and Microsoft Office/Google Workspace.
• Home Office Setup: A quiet, private, and distraction-free workspace with a reliable high-speed internet connection and a professional headset (crucial for maintaining client confidentiality).
• Education: High school diploma or equivalent; associate's or bachelor's degree preferred.