Intake Specialist I

Center for Elders' Independence; Oakland (CA); On-site; USD 36,000 - 54,000; Full time

Job summary

Center for Elders Independence in Oakland seeks an Intake Specialist I to navigate enrollment for the PACE program and act as a bridge between operations and marketing. You will use Salesforce to track leads, coordinate IDT assessments, and guide participants through the enrollment process, ensuring compliance with DHCS/CMS regulations.

The role requires travel up to 60% of the time to healthcare provider sites, strong communication and customer service skills, and the ability to work in a

Qualifications

• Bachelor's degree in healthcare, business administration, or related field preferred.
• Healthcare experience and understanding of Medicare/Medi-Cal required.
• Excellent customer service and communication skills.

Responsibilities

• Coordinate, tour, promote, and market the PACE program to potential participants and families.
• Verify eligibility per regulatory requirements.
• Explain Participant Rights and enrollment process; monitor case progress.
• Coordinate IDT assessments and LOC summaries for review.
• Schedule enrollment meetings and prepare approval documents.
• Track enrollment cases using CRM; ensure timely collaboration across teams.
• Support marketing outreach and referrals; manage internal campaigns.

Skills

Customer service

Case management

Communication

Bilingual (ENG/SPAN)

Independent work

Education

Bachelor's degree in healthcare/related field

Tools

Salesforce

CRM systems

Job description

The Position:

The Intake Specialist I (IS I) will navigate the intake/enrollment process and introduce the participant to their designated center IDT for capitation. They will work with the Enrollment Development Representative (EDR) to assist in increasing the PACE program membership and drive overall census growth by effectively enrolling potential participants and support retention efforts. The IS I will be responsible for discussing and explaining the participant's rights prior to enrollment into the PACE Program. The work area will be located at the PACE center(s) they support and will act as the bridge between the Community Access and Development and Operations teams. The IS I is responsible for managing participant enrollments; they will be the central point person and will work in conjunction with other PACE cross-functional departments to ensure participants are enrolled in a timely manner. This role requires working in a fast-paced team environment and collaboration with internal and external operations teams. The IS I will utilize the Customer Relationship Management System (Salesforce) to track and monitor all leads and will be responsible for daily status reports on marketing efforts and participant enrollment progress. Other responsibilities include assisting with identifying new referral sources; conducting outreach activities and generating enrollment leads through internal promotion activities. The IS I must ensure consistent compliance with all state, federal, and company specific requirements.

The hourly range for the Intake Specialist I position at Center For Elders Independence is $ 25.98 per hour to $38.99 per hour. Hourly based on the market for the Intake Specialist I position, as well as experience, skills, abilities and work history

General Duties and Responsibilities

• Coordinate, tour, promote, and market the PACE program to potential PACE participants and their families/caregivers.
• Verify potential participant's eligibility as outlined by DHCS/CMS regulations.
• Provide a thorough explanation of the PACE program highlighting Participant's Rights and Lock-In Provision. Initiate, follow and evaluate case progress utilizing the prescribed enrollment process flow.
• Work with cross-functional departments to coordinate and schedule Interdisciplinary Team (IDT) assessments, coordinate and participate in IDT meeting; submit Level of Care (LOC) summary for DHCS review and approval.
• Schedule and coordinate enrollment meeting with DHCS approved participants and their families/caregivers, review Participant Handbook, Participant Rights and lock-in provision; submit final approval documents; accompany home visits as required.
• Utilize the Client Relationship Management (CRM) system to track, monitor and document all enrollment cases, ensure prompt and accurate coordination of disciplines.
• Participates and collaborates in creating successful marketing outreach efforts which include but are not limited to:
  • Canvassing service area for potential marketing opportunities.
    Assist in coordinating and developing marketing events (internal & external).
    Support EDRs in PACE presentations on and off site.
  • Assist with coordination and execution of PACE events, especially center-based events.
  • Assist with distribution of flyers and marketing material.
  • Assist with management of referral accounts and following-up with potential participants and referrals for enrollment efforts.
  • Manage internal marketing efforts which include walk-ins and campaign management.
• Provide additional support and coverage of another PACE locations as assigned.
• Performs other related duties as assigned.

Qualifications

• Bachelor’s degree in healthcare, business administration, or a related field of study preferred.
• Healthcare experience and a thorough understanding of medical terminology and the healthcare reimbursement space – Medicare, Medi-Cal – required.
• Excellent customer service and service recovery skills.
• Strong case management skills. Ability to work closely with cross-functional team members including nursing and other healthcare providers. Strong ability to manage client relationships.
• A demonstrated history of success in goal attainment.
• Excellent communication and presentation skills, both oral and written.
• Must be proficient with computer applications including spreadsheets, word processing and Customer Relationship Management (Salesforce).
• Excellent decision-making ability, customer service, negotiation, and dosing sales skills.
• Possess the capacity to work in a high-stressed, high paced environment while maintaining a positive attitude.
• Self-motivated and able to work independently with minimal supervision.
• Bilingual preferred: English/Spanish; English / Cantonese or Mandarin Chinese; English / Vietnamese or other.
• A passion for working with the senior and underserved populations.
• Ability to sit, stand, stoop, reach, lift (up to 40 pounds), bend, etc.; hand and wrist dexterity to utilize keyboard.
• Travel within assigned territory up to 60% of the time to healthcare provider and agency sites, programs and special functions.
• Valid driver's license, reliable transportation and insurance coverage required.

The above job description is intended to communicate the general function of the mentioned position and by no means shall be considered an exhaustive or complete outline of the specific tasks and functions that will be required.CEI reserves the right to change job descriptions, site assignments, and or work hours as required by the needs of the program.All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.