Intake Specialist

• Manage the full intake lifecycle from initial inquiry through service authorization
• Ensure seamless, compliant, and person-centered transitions for individuals entering EPIC’s services
• Oversee the development, coordination, and timely submission of high-quality Person-Centered Plan (PCP) Support Documents
• Ensure PCP Support Documents comply with Maryland Developmental Disabilities Administration (DDA) requirements
• Collaborate across EPIC programs and departments
• Travel locally as needed for job duties

Intake, PCP Specialist

• Review medical records, clinical documentation, and payer guidelines to determine patient eligibility, qualification status, and compliance prior to service delivery
• Communicate with patients regarding financial responsibility, collect payments when applicable, and document interactions accurately
• Contact patients when documentation does not meet payer requirements, providing updates and alternative options to support timely care
• Work with referral sources, physicians, and clinical teams to obtain complete and compliant documentation
• Demonstrate expert knowledge of payer requirements to ensure services are provided appropriately and in compliance
• Maintain accurate, timely documentation of patient information and communications using electronic systems
• Accurately enter referrals within established timeframes while meeting productivity and quality standards
• Coordinate with leadership to ensure appropriate inventory and services are selected and scheduled
• Work closely with sales, insurance verification, and internal support teams to facilitate the referral and intake process
• Navigate multiple EMR and online systems to obtain and manage documentation
• Ensure appropriate shipping and delivery methods are selected in accordance with company procedures
• Answer incoming calls promptly and provide professional assistance to patients and referral sources
• Participate in on-call rotation during non-business hours in accordance with company policy
• Support team operations and quality standards by following company policies and procedures
• Perform other related duties as assigned

• Support new patient admissions by collecting and entering accurate demographic and clinical information
• Verify insurance coverage and review benefits
• Submit and follow up on authorizations as needed
• Review prescription validity and identify missing or required documentation
• Communicate with patients and referral sources to obtain required intake information
• Coordinate with internal departments to support timely start of care
• Maintain accurate, HIPAA-compliant documentation
• Support patients through the admissions process and help reduce delays in the start of care

Patient Intake Specialist

• Support new patient admissions by collecting and entering accurate demographic and clinical information
• Verify insurance coverage and review benefits
• Submit and follow up on authorizations as needed
• Review prescription validity and identify missing or required documentation
• Communicate with patients and referral sources to obtain required intake information
• Coordinate with internal departments to support timely start of care
• Maintain accurate, HIPAA-compliant documentation
• Maintain an organized office environment
• Monitor enteral formula storage temperatures per safety standards
• Conduct routine safety checks, including fire extinguisher inspections
• Manage inventory of supplies and equipment
• Maintain clean and dirty equipment areas per health protocols
• Assist customers, vendors, and surveyors during visits

• Obtain appropriate and pertinent information from potential clients
• Encourage potential clients to sign legal agreements when leads meet criteria
• Follow up with qualified leads and assist with electronic execution of agreements
• Answer potential client questions over the phone
• Escalate calls to a supervisor or attorney when legal questions arise or objections cannot be addressed
• Address potential client inquiries, concerns, and issues in a timely and professional manner
• Act as a liaison between potential clients and attorneys
• Ensure attorney intake forms and documents are completed, signed, and filed correctly
• Gather additional documentation from clients as needed
• Handle client information confidentially and in compliance with legal and ethical standards
• Collaborate with attorneys and staff to ensure a smooth transition from intake to case management

• Serve as the first point of contact for members seeking legal assistance through inbound calls, chats, and digital channels
• Conduct comprehensive legal intake interviews and gather accurate information about members' legal matters
• Determine the appropriate legal service category and route matters to the appropriate provider law firm
• Complete conflict-of-interest checks and required intake verification processes
• Collect, verify, and organize supporting documentation for legal consultations
• Accurately document member interactions and case details in CRM and case management systems
• Serve as the primary point of contact throughout the intake and referral process
• Conduct outbound communications, provide case updates, and communicate next steps
• Manage member expectations regarding timelines, education, and service status
• Monitor assigned matters through resolution and follow up for timely progression
• Resolve routine concerns and escalate complex or sensitive issues
• Coordinate attorney consultations between members and provider law firms
• Partner with attorneys, legal staff, provider law firms, and internal teams to obtain updates and facilitate communication
• Request documentation and records on behalf of provider law firms
• Monitor referral, intake, and consultation timelines against service-level expectations
• Maintain complete, accurate, and timely case documentation
• Ensure compliance with company policies, privacy requirements, legal regulations, confidentiality standards, and operational workflows
• Protect sensitive member information and exercise sound judgment and discretion
• Identify trends, service gaps, and process improvement opportunities
• Deliver compassionate, professional, and high-quality member service
• Meet performance metrics for satisfaction, quality, productivity, timeliness, schedule adherence, follow-up compliance, documentation accuracy, and resolution of inquiries
• Participate in training, coaching, and continuous improvement initiatives

Member Services Intake Specialist

• Make outgoing calls to patients and schedule various appointment types for multiple locations
• Communicate professionally with patients
• Appropriately document and confirm requested appointments
• Provide excellent customer service
• Determine the most appropriate location, clinician, and appointment type needed for the patient
• Manage incoming faxes from referral sources
• Triage and route general inquiry calls
• Contact patients for no-show/rescheduled appointments
• Promote the values of Hanger
• Talk directly with patients and their families to determine their needs, medical history, physical and mental state, and special requirements

Intake Specialist – Outbound

• Review medical records, clinical documentation, and payer guidelines to determine patient eligibility, qualification status, and compliance
• Communicate with patients regarding financial responsibility, collect payments when applicable, and document interactions accurately
• Contact patients when documentation does not meet payer requirements and provide updates and alternative options
• Work with referral sources, physicians, and clinical teams to obtain complete and compliant documentation
• Apply expert knowledge of payer requirements to ensure compliant service delivery
• Maintain accurate and timely patient information and communications in electronic systems
• Enter referrals within established timeframes while meeting productivity and quality standards
• Coordinate with leadership to select and schedule appropriate inventory and services
• Collaborate with sales, insurance verification, and internal support teams
• Navigate multiple EMR and online systems to obtain and manage documentation
• Select appropriate shipping and delivery methods according to company procedures
• Answer incoming calls promptly and assist patients and referral sources professionally
• Participate in an on-call rotation during non-business hours
• Follow company policies and procedures and perform other related duties as assigned

• Process data entry for new client and new matter requests, ensuring accuracy, compliance, and service-level agreement adherence
• Audit data entry for new client and new matter requests
• Maintain data-entry standards and compliance with policies and procedures
• Communicate data-entry issues clearly to users and educate them as necessary
• Update client and matter data
• Answer questions from attorneys, legal staff, Accounting, and Information Governance staff
• Contribute to the information bank for client-specific requirements
• Update matters for departing attorneys, including attorney information and matter closures
• Monitor the Business Intake Inbox and fulfill assigned requests
• Update client and matter address and contact information
• Report intake-request status
• Assist with administrative tasks and provide departmental backup

Temporary Business Intake Specialist

• Receive and process incoming prescriptions, accurately entering complete and compliant patient and medication information into the pharmacy system
• Identify and resolve prescription discrepancies, collaborating with internal pharmacy teams and escalating issues requiring clinical intervention
• Clarify prescription details with providers, enter verbal orders in compliance with policy, and document all interactions in the pharmacy system
• Assist leadership with intake reporting and data tracking
• Monitor workflow trends to identify process-improvement opportunities
• Support high-volume or special project needs
• Collaborate with pharmacists, technicians, and internal teams to maintain a smooth intake process
• Cross-train across workflows and provide guidance to team members as needed
• Maintain compliant documentation while adhering to federal and state regulations, HIPAA requirements, and internal quality standards
• Perform other duties assigned by the Intake Specialist Lead or Automation Operations & Intake Manager
• Attend regular meetings with Warehouse, Pharmacy, Logistics, Safety, Compliance, Quality, Training, and Operations Management teams