Intake & Referrals Coordinator for Care Services

Charity Care Group The Foundation; Suffolk (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

Charity Care Group seeks a Client Intake, Referral & Follow-Up Coordinator to serve as the central first-response contact for Home Health, Charity Transport, and HomeSafe programs. This role ensures timely, documented responses and clear next steps for prospective clients, families, and referral sources.

The Coordinator gathers information, documents every contact, routes records to the proper owner, and follows up until the next required step is completed, supporting quality oversight and

Qualifications

• High school diploma or GED required.
• 2+ years in high-volume customer service, healthcare office, referral coordination, intake, transportation coordination, senior services, call center, or administrative support.
• 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 while speaking with callers.
• Ability to work confidentially and follow privacy/security procedures.
• Ability to follow structured scripts, checklists, policies, and escalation instructions.
• Dependable transportation and reliable attendance during coverage hours.

Responsibilities

• Answer incoming calls, voicemails, emails, text messages, website forms, and referral notifications using approved scripts.
• Return missed calls by the next business day; escalate urgent matters per procedure.
• Create or update client records in the approved system.
• Record date/time received, contact information, service requested, referral source, and next steps.
• Maintain a daily open items list for missing documents and overdue follow-ups.
• Send approved information packets, intake forms, and status updates.
• Coordinate appointment scheduling for intake calls, HomeSafe registrations/assessments, and referrals.
• Confirm scheduled appointments by phone, email, or text using templates.
• Route records to the appropriate clinical, transportation, HomeSafe, credentialing, finance, or management owner.
• Maintain secure, concise notes and avoid sensitive data in unapproved locations.
• Prepare daily pending-document lists and weekly referral-source status reports.
• Support referral-source relationship maintenance with professional communication.

Skills

Warm professional phone presence

Follow-up discipline

Compassion and patience

Calm under pressure

Clear verbal communication

Written documentation

Organization and time management

Confidentiality and discretion

Detail orientation

Persistence without aggression

Script discipline

Good judgment

Team orientation

Reliability

Education

High school diploma or GED

Tools

GoHighLevel

CareVoyant

EverTransit

Nextiva

Google Workspace

Job description

Charity Care Group seeks a Client Intake, Referral & Follow-Up Coordinator to serve as the central first-response contact for Home Health, Charity Transport, and HomeSafe programs. This role ensures timely, documented responses and clear next steps for prospective clients, families, and referral sources.

The Coordinator gathers information, documents every contact, routes records to the proper owner, and follows up until the next required step is completed, supporting quality oversight and