Intake Specialist I

FreedomCare

. Serve as the primary point of contact and trusted advisor for patients and caregivers throughout Service Record and Enrollment Record fulfillment.

Posted 10/23/2026full-timeCharlestown • Massachusetts • United StatesMid-LevelSenior💰 $19 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in patient and caregiver engagement, enrollment processes, and compliance with regulatory standards. Proficient in utilizing Salesforce and contact center technologies to manage documentation and enhance customer service.

Highest-signal resume keywords

Salesforce Documentation ManagementPatient EngagementRegulatory ComplianceEffective CommunicationProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Enrollment Process ManagementCase ManagementCustomer Relationship ManagementTyping ProficiencyDocumentation Accuracy

Soft Skills

EmpathyActive ListeningProfessionalismAdaptabilityTeam Collaboration

Tools & Technologies

SalesforceVerintTalkdeskContact Center Technology

Industry Keywords

HIPAA ComplianceMedicaidManaged Care PlansCommunity OutreachCustomer Service

About the role

Key responsibilities & impact

Serve as the primary point of contact and trusted advisor for patients and caregivers throughout Service Record and Enrollment Record fulfillment.
Guide patients and caregivers on enrollment status, program requirements, timelines, and next steps.
Review eligibility and program-fit requirements, including Medicaid, insurance status, managed care plans, state guidelines, caregiver eligibility, and patient care needs.
Maintain accurate Service Record and Enrollment Record documentation in Salesforce, including case status, notes, next-step tracking, and follow-ups.
Coordinate enrollment and caregiver onboarding items, including forms, signatures, medical documentation, certificates, training, fingerprinting, and hiring requirements.
Communicate with health plans, waiver programs, case managers, state agencies, and internal departments regarding authorizations and enrollment requirements.
Schedule, coordinate, and reschedule intake visits, orientations, assessments, callbacks, and required appointments.
Support contact center operations through management of Verint and Talkdesk statuses.
Identify, escalate, and resolve delayed, complex, sensitive, or misrouted cases with cross-functional teams.
Maintain HIPAA, company policy, and state and federal regulatory compliance.
Deliver prompt customer service, meet SLAs, resolve inquiries efficiently, and achieve one-call resolution when possible.
Meet productivity, quality assurance, and customer satisfaction goals while maintaining a patient-first approach.

Requirements

What you’ll need

High school diploma; bachelor’s degree preferred.
Minimum of 3 years of proven experience in sales, community outreach, or related roles.
Strong track record of successful engagement and partnership development.
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.
Effective verbal and written communication skills.
Strong typing and computer proficiency.
Ability to navigate contact center technology, customer relationship management systems, telephone platforms, and other software applications.
Effective problem-solving and critical-thinking skills.
Dependable and punctual, with consistent attendance and schedule adherence.
Ability to adapt to changing priorities, processes, systems, and business needs.
Receptive to coaching and feedback.
Ability to collaborate effectively as part of a team while working independently within established guidelines.

Benefits

Comp & perks

Competitive compensation
Medical benefits
Retirement plans
Wellness programs
Fun company events
Ongoing learning opportunities to grow your career
Inclusive work environment
Equal Opportunity Employer