Intake Hub Specialist

**Job Description** This is a newly created role within a centralized intake hub designed to improve customer experience and our emerging markets (non-core) service referrals. The Intake Hub Specialist will play pivotal role in shaping a seamless experience for clients whose needs require coordination beyond the traditional funder (OHAH, ALA) pathways. The Specialist owns referrals end-to-end: receiving them, routing them to the right district, and stay on top of them until the client is being served. This is a fantastic opportunity for someone who brings strong operational judgment and a proactive mindset to help build a stronger intake model. **Key Responsibilities** * Receive and manage inbound phone calls, website enquiries, and other lead information from prospective clients, families, referral partners, and digital channels in a timely, professional, and empathetic manner. * Conduct initial screening conversations to assess client needs, urgency, location, service requirements, care preferences, and suitability for programs and services. * Provide clear information on home care services, program offerings, service models, and the next steps in the intake and onboarding process. * Enter, update, and maintain accurate lead, client, and referral information in the appropriate systems, ensuring all communications, follow-up actions, and status updates are documented. * Assess service feasibility by considering geography, service needs, program criteria, and operational capacity, and support appropriate next steps for service initiation. * Coordinate with operations, scheduling, clinical, and local branch teams to support timely assessment, handoff, service set-up, and continuity of care. * Monitor and manage website leads and other incoming enquiries to ensure prompt follow-up, progression, and conversion. * Actively track referrals routed to district teams, follow up persistently to ensure timely service initiation, and escalate unresolved referrals so no one is left waiting. * Identify priority, complex, or unresolved intake and service coordination issues and escalate them to the appropriate leader or team. * Help build, document, and continuously improve intake processes, workflows, and service standards as the role evolves. * Track and report on enquiry volumes, lead status, response times, intake outcomes, and program demand trends to support performance monitoring and continuous improvement. **Qualifications and Experience** * 3+ years of experience in home care, community care, healthcare intake, service coordination, or a related operational environment. * Strong understanding of home care operations, including scheduling, service coordination, and client workflow management. * Experience managing high volumes of enquiries or intakes in a fast-paced, customer-facing environment. * Strong communication, judgment, and organizational skills, with the ability to manage multiple priorities and handle sensitive information professionall