Client Intake Specialist

ACES•San Diego, CA

1d•Remote

About The Position

ACES is a rapidly growing autism services company dedicated to enhancing the quality of life for individuals and families impacted with autism or other special needs. They provide comprehensive, professional services to maximize individuals' potential in the home, school and community, throughout their lifespan. ACES’ distinguished care is grounded in an industry-leading model of behavioral artistry which combines the best clinical practice of traditional Applied Behavioral Analysis (ABA) with humanistic elements that help clients generalize their skills and gain independence. With 30+ locations, ACES is motivated to grow to serve more clients and close the significant supply gap across the United States. They are committed to attracting and cultivating the very best team members who embody ACES’ values and culture and are passionate about their work. The Client Intake Specialist is a pivotal role responsible for managing the onboarding process of prospective clients and facilitating their seamless transition to receiving services with ACES. This role also involves ensuring the continuity of care by managing service authorizations and addressing coverage changes for existing clients. The Client Intake Specialist serves as a crucial link between clients, their families, insurance providers, and the clinical team, ensuring a high standard of service and client satisfaction.

Requirements

1-2 years of experience in a similar role within a healthcare setting is required.
Basic understanding of insurance processes, particularly in the healthcare field; experience with insurance verification is required.
Basic understanding of vendor numbers and service code deviations awareness.
Proven experience in a customer-facing role, preferably in a healthcare or service-oriented environment.
Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically to clients and families.
Highly organized, with the ability to manage multiple client files and tasks simultaneously while maintaining attention to detail.
60-80 WPM minimum.
Proficient in MS Office Suite, including word processing, spreadsheets, and email.
Ability to work effectively with cross-functional teams, particularly in coordinating efforts between client services and clinical teams.
Strong problem-solving abilities, with the capacity to handle client issues or concerns with professionalism and tact.
Maintains a professional demeanor, with a focus on providing excellent service and fostering positive client relationships.

Nice To Haves

ABA setting preferred but not required.
Experience with client management software is a plus.
Ability to speak Spanish or another language is a plus.

Responsibilities

Respond to inquiries from prospective clients and families, providing information about the company’s ABA services and guiding them through the initial steps of the intake process.
Collect all required intake documentation, including medical history, insurance details, and any other necessary information to begin services.
Entering all required data into all platforms (e.g., Central Reach/Ascend)
Verify insurance coverage and benefits for ABA services, and communicate any potential out-of-pocket costs to clients.
Guide clients through the onboarding process, ensuring all steps are completed efficiently and that families feel supported and informed.
Take full responsibility for assigned clients, managing their cases with attention to detail and ensuring their needs are met effectively.
Deliver exceptional customer service, addressing client and family inquiries promptly and professionally, and providing clear, accurate information.
Work closely with clinical teams to relay client information, ensuring that all necessary resources and support are in place for the client’s start of services.
Serve as a primary point of contact for clients during the onboarding phase, addressing any questions or concerns and providing regular updates on the process.
Facilitate referrals from payors, coordinating with provider placement and managing payor relations to ensure smooth transitions and appropriate service delivery.
Participate in team meetings and contribute ideas for improving the intake and onboarding processes to enhance client satisfaction and operational efficiency.