Lead Intake Coordinator

Easterseals Southern California•Ontario, CA

3d•Onsite

About The Position

Under general direction, the Lead Intake Coordinator serves as a senior-level intake professional, providing subject matter expertise, workflow evaluation, and training support within Intake operations. In addition to performing core Intake Coordinator responsibilities, this role supports departmental process improvement initiatives, assists with training and resource development, and collaborates closely with Intake Leadership to enhance service delivery. The Lead Intake Coordinator provides guidance and cross-training support to intake staff and works collaboratively with internal partners to ensure accurate, timely, and compliant intake services. In all responsibilities, the position demonstrates a strong commitment to ESSC’s mission and values by supporting a high‑quality, person‑centered service environment.

Requirements

High School Diploma, GED or national equivalent.
Typically, requires 2–4 years of experience in intake coordination or healthcare administration, with demonstrated subject matter expertise and experience supporting training, workflow coordination, or process improvements.
Proficient in Microsoft Office applications (e.g. Outlook, Word, Excel, Skype) and related computer software; ability to learn new software programs as needed.
The ability to provide customer service, administrative support, and a demonstrated ability to handle high volume incoming calls, emails, and data entry
Ability to interpret and implement policies, procedures, and regulations.
Ability to maintain positive customer service interaction, and a high degree of professionalism.
Ability to exercise discretion and maintain a high level of confidentiality.
Ability to communicate effectively through oral and written skills and work cooperatively with a variety of individuals and groups.
Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and Federal Bureau of Investigation per Easterseals of Southern California and/or program requirements.
Must pass all drug testing required by ESSC.

Responsibilities

Serves as a primary point of contact for intake related inquiries and routine issue triage; coordinates with internal teams and funding sources to facilitate resolution and escalates complex or high impact issues to Intake Leadership.
Ensures accurate and timely collection, entry, and maintenance of participant and intake information within electronic health record system.
Reviews intake documentation, authorizations, and reports to ensure accuracy, completeness, and compliance with departmental standards.
Provide status updates related to intake progress, authorizations, and required documentation as appropriate.
Coordinates with internal teams and funding sources to facilitate resolution of routine intake related issues; escalates complex, sensitive, or non-routine issues to Intake Leadership with recommended next steps.
Evaluates intake processes and workflows to identify opportunities for efficiency, accuracy, and standardization; provides feedback and recommendations for leadership consideration; assists with developing, enhancing, and maintaining intake resources, tools, job aids, and reference materials as assigned by Intake Leadership.
Supports onboarding and cross training of Intake Coordinators on intake processes, documentation standards, and best practices; monitors intake workflow trends and preliminary performance indicators to identify issues and escalate insights to Intake Leadership; recommends opportunities for coaching, training, and process improvement, with implementation directed by Intake Leadership.
Monitors daily attendance and reassigns tasks within established guidelines to balance workflow; provides coverage and overflow support as needed; escalates attendance or performance concerns to Intake Leadership.
Schedules, coordinates, and attends staff meetings, trainings, in-services, and other meetings as requested.
Collaborates with other departments and service lines as needed, including Human Resources, Payroll, Information Technology, Billing, and other internal partners.
Performs other related duties as assigned.