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Job Title: Intake & Customer Service Representative (CSR)

Department: Operations / Intake
Reports To: Intake Supervisor / Office Manager
Employment Type: Full-Time
Location: On-site

Job Summary

The Intake & Customer Service Representative (CSR) serves as a primary point of contact for new and existing clients, caregivers, referral sources, and internal staff. This role is responsible for managing the intake process for new clients while providing excellent customer service support to ensure timely, accurate, and compliant home care services. The position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced healthcare environment.

Responsibilities:
- Receive, review, and process new patient/client referrals
- Verify patient demographics, insurance coverage, eligibility, and authorization requirements
- Coordinate start-of-care dates with clinical and scheduling teams
- Enter and maintain accurate patient/client information in the system
- Collect, track, and organize required documentation (referrals, orders, consents, insurance,



identification)
- Communicate intake status and outstanding requirements to referral sources and internal departments
- Follow up on incomplete or pending referrals to ensure timely service initiation
- Ensure compliance with agency policies, payer guidelines, and state/federal regulations
- Maintain strict confidentiality and adhere to HIPAA requirements

Customer Service Responsibilities
- Assist patients, families, caregivers, and staff with questions, concerns, and service requests
- Address and document complaints or issues and escalate as appropriate
- Support scheduling changes, caregiver call-outs, and service coverage coordination
- Provide accurate information regarding agency services, policies, and procedures
- Document all interactions, updates, and resolutions in the system
- Act as a liaison between clients, caregivers, clinical staff, and management

General Duties
- Serv

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