Client Intake, Referral & Follow-Up Coordinator

About the role

The Client Intake, Referral & Follow-Up Coordinator is the central first-response and relationship-continuity role for Charity Care Group’s Home Health, Charity Transport, and HomeSafe programs. This person ensures that no prospective client, family member, referral source, applicant, senior, facility partner, or active case is left without a timely, documented response and clear next step. This is an administrative and service-coordination position. The Coordinator does not make clinical-admission decisions, approve transportation eligibility or dispatch changes independently, clear employee credentials, interpret clinical records, or make final program-eligibility determinations. Instead, the Coordinator gathers information, communicates professionally, documents every contact, moves each record to the proper internal owner, and follows up until the next required step is completed. The role supports the organization’s obligation to coordinate services, maintain records, use clear referral processes, and support quality oversight. Virginia’s home-care framework includes requirements related to service coordination, consumer protections, recordkeeping, personnel oversight, and ongoing quality review, making timely and accurate intake documentation especially important.

Responsibilities

• Answer incoming calls, voicemails, emails, text messages, website forms, and referral notifications using approved greeting and intake scripts.
• Return missed calls no later than the next business day; urgent or time-sensitive matters must be routed promptly under the applicable escalation procedure.
• Create or update the client, referral-source, applicant, senior, facility, or family-contact record in the approved system.
• Record the date/time received, contact information, service requested, referring source, basic need, preferred contact method, assigned owner, next action, and due date.
• Maintain a daily “open items” list for missing documents, pending appointments, unreturned calls, incomplete referrals, and overdue follow-ups.
• Send approved information packets, intake forms, secure-upload instructions, appointment confirmations, reminder messages, and service-status updates.
• Coordinate appointment scheduling for approved intake calls, HomeSafe registrations, HomeSafe assessments, meet-and-greets, referral discussions, and other authorized appointments.
• Confirm scheduled appointments by phone, email, and/or text using approved communication templates.
• Route records to the correct clinical, transportation, HomeSafe, credentialing, finance, or management owner.
• Maintain accurate communication notes without entering unnecessary or sensitive information in unapproved locations.
• Prepare daily pending-document lists and weekly referral-source status reports.
• Assist with referral-source relationship maintenance by communicating professionally, providing status updates within approved limits, and ensuring the appropriate team member follows up.

Requirements

• High school diploma or GED required.
• At least 2 years of experience in a high-volume customer service, healthcare office, referral coordination, intake, transportation coordination, senior services, call center, or administrative support position.
• Demonstrated experience answering multi-line phones, responding to email/text inquiries, and documenting contact notes.
• Experience using a CRM, scheduling system, electronic records system, or task-management platform.
• Proficiency with Google Workspace or Microsoft Office, especially email, calendars, documents, spreadsheets, and shared folders.
• Strong verbal and written English communication skills.
• Ability to type accurately and document while speaking with callers.
• Ability to work in a confidential environment and follow privacy/security procedures.
• Ability to follow structured scripts, checklists, policies, and