Intake Specialist

Summary

Seeking experienced bilingual Intake Specialist to Initiate Home Delivered Meals (HDM) services for clients with proven ability to effectively communicate information related to meal authorization to clients, referral sources and state agencies.  Accurate and timely update of client information and obtaining follow-up authorizations.

Essential Functions and Goals

1. People Priority – Actively participates in development of self and others.  Volunteers to assist others on team to accomplish VNA’s mission. Works effectively and collegially with others. Demonstrates VNA values of compassion, integrity, quality, respect, stewardship, and trust in the performance of job duties.
2. Process and Service – Ensure timely completion of assigned responsibilities. Supports and completes intake for eligible MOWs clients. Conducts a telephone interview with referral source for the purpose of gathering and entering required data.  Ensures clients authorizations and schedules are updated and maintained to limit financial risk exposure. Utilize available resources to problem solve and escalate when appropriate. Reviews client information documentation for accuracy and Under direction of manager, supplies documentation and determines client’s initial and continuing program eligibility. Actively participates in performance improvement activities. 
3. Technology Priority - Works with internal and external customers to achieve timely and customer-centered delivery of services.  Meets or exceeds customer expectations related to quality, courtesy, and timeliness.  Utilizes service recovery techniques to address customer complaints.  Upon client request, acts as a liaison to report hazardous or unhealthy conditions to appropriate outside authorities (i.e. APS) Provides callers with other community resources not provided by VNA.

Other Functions

1. Answers overflow of telephone calls.
2. Delivers meals to clients as needed by the program.
3. Performs other duties as assigned.
4. Meet and/or exceed MOW SLA’s

Qualifications, Skills and Abilities

1. High School Diploma or equivalent required. 
2. Bi-lingual required.
3. Minimum of two (2) years previous experience in call center/customer service environment or business office, preferably in healthcare.
4. Expert customer service skills to effectively manage customer relationships.
5. Knowledge of Meals on Wheels program and community resources to interpret and apply practical measures to meet customer needs. 
6. Ability to promote VNA services to referral sources and the public.
7. Must be detailed oriented with ability to organize and prioritize workload.
8. Excellent communication and interpersonal skills.
9. Ability to work effectively and efficiently with department and independently.
10. Demonstrates proficiency with daily computer usage, particularly Microsoft Office applications (Excel, Word, PowerPoint) and database applications
11. Demonstrates characteristics of courtesy, honest & integrity necessary to meet customer expectations.

Special Requirements

1. Valid Texas Driver's License with driving record in good standing
2. Proof of current Automobile or Automobile Liability Insurance
3. Automobile or access to an automobile in good working condition

Working Conditions

1. Environmental Conditions:  Good, driving contingent upon current weather conditions
2. Physical Effort: Minimal
3. Hazardous Exposure: Minimal exposure to hazards

Physical Demands

The physical requirements of persons in this position classification are:

1. Capacity to exert up to 25 pounds of force
2. Endurance to sit for extended periods of time
3. Mostly clerical, administrative work requiring vision
4. Manual dexterity to operate office equipment (computer, copier, fax)
5. Occasional driving as needed for business purposes

Level of Supervision

The above responsibilities follow clearly defined instructions.  Instructions, once established and defined, normally allow the job to be completed without direct and/or frequent supervision.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.