Intake Specialist

Job Duties

• Speaks in a warm, friendly manner consistently to all clients, guests and staff.
• Affords assistance to staff in addressing pending client issues.
• Builds rapport with others and maintains a calm demeanor when dealing with a diverse clientele.
• Serves as the initial point of contact for new clients at Suncoast Center.
• Livestands calls coming into the central intake office and provides a warm, friendly greeting.
• Screens individuals seeking services via telephone and determines eligibility for specific programs.
• Schedules individuals for intake and completes community-based enrollments according to office-based Open Access model or home-based program admission criteria in EMR as required.
• Returns all calls by the end of the business day.
• Maintains accurate and thorough documentation in Avatar for every call and voicemail.
• Informs clients of the documentation needed and/or estimated fees required at their first appointment.
• Demonstrates knowledge about admission and exclusion criteria for the various Suncoast Center programs.
• Maintains up-to-date knowledge of community resources to refer individuals who do not meet criteria for admission to other appropriate service providers in the community.
• Relates well with others and exhibits cultural competence with a diverse population.
• Effectively manages crisis situations and identifies individuals who require risk assessment and takes appropriate action.
• Receives hospitalization discharge reports and referral documents from managed care entities and notifies enrollment staff/manager.
• Ensures accurate data input into EMR.
• Schedules or accesses interpreter services or auxiliary aids for intake clients as needed.
• Follows up on all pending client issues.
• Informs clients of payment responsibility for services rendered and offers financial resources as needed.
• Reviews Avatar admission criteria, insurance information and all other data collected.
• Understands the support function of the job and assumes responsibility for assignments.
• Establishes and prioritizes job tasks, desired solutions to problems and develops a realistic plan for their accomplishment.
• Works as an effective team member.
• Participates in Team Meetings and Supervision.
• Accomplishes individual goals.
• Conducts intake interviews with new or readmitted clients to gather necessary information.
• Refers clients demonstrating suicidal or disoriented thoughts immediately.
• Enters information into database.
• Sums up information from client in a concise manner using proper grammar.

Minimum Qualifications

• Education: BA degree required in human services field or BA in non-human service field with over 1 year experience with target population.
• Licensure: N/A
• Experience: One to two years’ experience in a mental health setting working directly with clients preferred; ability to triage crisis calls to appropriate resource, experience in fast-pace/call center environment preferred.
• Additional Requirements: Must be 21 years of age. Negative Drug Screening prior to hire and throughout employment. Clear Criminal Background Check throughout employment with Suncoast Center and local checks prior to hire and annually along with DCF Level II prior to hire and as required by DCF, and Must have valid Florida Driver’s License Motor Vehicle checks prior to hire and annually with acceptable driving record maintained throughout employment along with reliable vehicle, valid registration, and valid vehicle insurance. (must be in compliance with Florida Laws and Administrative Codes with fingerprinting and determined to be of good moral character).
• Must be able to provide official transcripts.