Intake Response Representative

Help at Home is the nation’s leading provider of high-quality care and support solutions. Our goal is to enable the highest level of personal independence and meaningful lives for our clients. Help at Home is committed to delivering a gold standard in care through our attentive and well-trained staff who support our clients comfortably and safely within their homes and communities.

Job Summary:

The Intake Response Representative is responsible for leading the customer journey from first point of contact to the first caregiver visit, collaborating with colleagues and external partners, and creating a consistent experience rooted in precision, speed and effectiveness. Our Intake Response Representative are a customer’s first impression, leave a positive lasting impression, and contribute to our mission for Great Starts and Meaningful Moments.
Candidates should be located within the state of Georgia. While the position offers remote or work-from-home, it requires some travel throughout the market on a quarterly basis .

Essential Duties/Responsibilities:

• Receives and responds to potential customer inquiries into agency services providing expert guidance on available services and supports available. Inquires may come from potential customers and their preferred caregivers, families, and other custodians.
• Creates the client profile, asking questions designed to uncover needs and circumstances, thereby determining fit and interest, while steering the customer through the most effective process to quickly get the care they need.
• Guides potential clients through the journey to qualify for reimbursable services, coordinating with payor partners / referral sources to assess, and collaborating with the Intake Representative who will deliver information, service plan and contract.
• Completes frequent and proactive outreach to source new prospects.
• Leverages our tools, technology, and databases to identify prospects, document individual progress, and prioritize outreach and other action items that facilitate the customer journey.
• Provides feedback on workflows, tools, and technology to help improve our efficiency, effectiveness, and customer experience.
• Participates in and supports Intake Manager in developing, refining, and executing lead generating strategies, including case manager relationships, media advertisement, and community events.
• Performs other job-related duties as assigned. 

Minimum Qualifications:

• Intermediate level computer skills, including creating and modifying documents using Microsoft products (e.g., Word, Excel, PowerPoint) and ability to learn new software tools (e.g., process management, customer relationship management / CRM).
• Ability to key quickly and accurately.
• Strong communication skills, oral and written.
• Excellent interpersonal skills.
• Demonstrates empathy, understanding a customer’s feelings and perspectives.
• Strong attention to detail.
• Takes ownership of personal responsibilities and overall client and team outcomes.
• Ability to multi-task and manage multiple responsibilities.
• Ability to adapt to changing circumstances, while continuously learning and improving.

Education and Experience: 

• High School Diploma or GED required.
• Prior customer service or sales experience is preferred.
• Experience in the home care industry is valuable but not required

Benefits:

• Competitive weekly pay
• Direct deposit
• Healthcare, dental, and vision insurance
• Paid time off
• 401k
• Ongoing, in-depth training opportunities
• Meaningful work with clients who need your help.
• Career growth and experience with an industry leader with 40+ years of history in high-demand field

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 of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Data Security and Privacy Statement

At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.

We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.

Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.