Intake Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct thorough telephone intake assessments to ascertain each client's medical, employment, and service requirements.

• Accurately collect, verify, and document sensitive client information in a complete and confidential manner.

• Clearly and compassionately explain Mindset’s services and the subsequent steps to clients.

• Provide support to clients who may be feeling distressed, overwhelmed, or unfamiliar with the SSI/SSDI process.

• Handle inbound and outbound calls, follow-up tasks, and multiple priorities while meeting quality and productivity standards.

• Keep precise client records in case management, CRM, or similar systems.

• Collaborate with case management and other internal teams to ensure a seamless client transition.

• Adhere to privacy, security, and documentation protocols.

• Engage in coaching, training, quality reviews, and team meetings.

• Evaluate intake information, assess the severity of claimants’ conditions and their effects on daily functioning and work capability, and formulate appropriate follow-up questions.

⛳️ Requirements

• Proven experience in intake, phone-based customer service, client support, healthcare, public benefits, case support, or a similar role.

• Exceptional verbal and written communication abilities.

• Meticulous attention to detail and a strong track record of accurate documentation.

• Demonstrated empathy, professionalism, and sound judgment when discussing sensitive medical and financial matters.

• Capability to organize follow-up tasks, multitask, and prioritize in a fast-paced environment.

• Strong analytical and critical-thinking skills, including the ability to link medical information to functional limitations, identify gaps or inconsistencies, pose follow-up questions, and simplify complex processes.

• Ability to work independently and reliably in a remote setting.

• Proficiency in Google Workspace and willingness to learn new systems.

• Reliable internet connection for remote work.

• High school diploma or equivalent, or a combination of education and relevant experience.

• Direct experience with SSD claims, including SSI/SSDI intake, eligibility screening, medical and work history collection, application preparation, or appeals support, is strongly preferred.

• Experience in related healthcare, behavioral health, medical records, or public benefits is valuable.

• Experience in case management, client advocacy, benefits navigation, or eligibility screening.

• Proven ability to manage high-volume inbound and outbound client calls.

• Familiarity with CRM, case management, EHR, virtual phone, or online scheduling systems.

• Experience in quality assurance, coaching, supervision, or performance metrics.

• Proficiency in Spanish is helpful but not mandatory.

• A college degree and prior law-firm experience are not required.

🏝️ Benefits

• Remote-first policy.

• Meaningful responsibilities from the outset.

• Opportunities for growth within the organization.

• A creative, transparent team dedicated to achieving Mindset’s mission.

• Overtime availability as needed.