Intake Specialist I (Boston, MA / Hybrid)

FreedomCare•Boston, MA

5d•$19 - $23•Hybrid

About The Position

FreedomCare is seeking an Intake Specialist I to serve as the face of the company in Massachusetts communities. The role supports the MassHealth Adult Foster Care (AFC) program, which helps eligible adults receive daily assistance at home from a qualified caregiver with professional care team support. The Intake Specialist manages patient Service Record completion and caregiver enrollment, acting as a liaison among patients, caregivers, health plans, and internal teams. The position combines intake and onboarding responsibilities to provide a single point of contact from qualification through becoming ready for care. The role guides patients and caregivers through eligibility verification, required documentation, caregiver onboarding, authorization, and start-of-care milestones. It requires strong communication, organization, and problem-solving skills, accurate recordkeeping in Salesforce and related systems, collaboration with health plans and cross-functional teams, and proactive resolution of barriers. Success means providing a compassionate and efficient customer experience and helping patients and caregivers progress toward services as quickly as possible. This is a hybrid role, with three days per week in the Charlestown, Massachusetts office and two days remote.

Requirements

High school diploma; a bachelor's degree is preferred.
At least 3 years of proven experience in sales, community outreach, or related roles, with a track record of successful engagement and partnership development.
Commitment to high-quality customer service and the ability to communicate with empathy, patience, professionalism, and respect.
Ability to follow established scripts, workflows, policies, procedures, quality standards, and regulatory requirements.
Strong active-listening skills and ability to understand patient needs, clarify concerns, provide support, and escalate when appropriate.
Effective verbal and written communication skills, including the ability to summarize interactions, document case activity, and communicate case status and next steps.
Strong typing and computer proficiency, including the ability to navigate contact center technology, CRM systems, telephone platforms, and other software while accurately documenting interactions.
Problem-solving and critical-thinking skills, including the ability to evaluate information, identify solutions, exercise sound judgment, and escalate concerns when needed.
Dependability, punctuality, consistent attendance, schedule adherence, and commitment to performance expectations.
Ability to adapt to changing priorities, processes, systems, and business needs in a fast-paced environment.
Receptiveness to coaching and feedback, with the ability to apply guidance and improve continuously.
Ability to collaborate as part of a team and work independently within established guidelines.

Nice To Haves

Bachelor's degree.

Responsibilities

Build professional, empathetic, and mission-driven relationships with patients and caregivers.
Serve as the primary point of contact and trusted advisor throughout Service Record and Enrollment Record fulfillment, explaining status, program requirements, timelines, and next steps.
Review eligibility and program fit, including Medicaid and insurance status, managed care plan, AAA/CMA involvement, state guidelines, caregiver eligibility, and patient care needs.
Maintain accurate Service Record and Enrollment Record documentation in Salesforce, including intake type, case status, case notes, next steps, and follow-up actions.
Coordinate and track enrollment and caregiver onboarding requirements, including forms, signatures, medical documentation, certificates, training, fingerprinting, and hiring requirements.
Follow up with health plans, waiver programs, case managers, state agencies, and internal departments regarding authorizations, approvals, and enrollment requirements; document outcomes and action items in Salesforce.
Schedule, coordinate, and reschedule intake visits, orientations, assessments, callbacks, and other required appointments.
Support contact center operations and queue performance by effectively managing Verint and Talkdesk statuses.
Identify and escalate delayed, complex, sensitive, or misrouted cases, and coordinate resolution with Onboarding, Welcome, Care, and other teams.
Protect patient confidentiality and comply with HIPAA, company policies, and applicable state and federal regulations.
Respond promptly, meet Service Level Agreements, resolve inquiries efficiently, and achieve one-call resolution whenever possible.
Meet productivity, quality assurance, and customer satisfaction goals while maintaining a patient-first approach.