Care Management / Intake Coordinator (Durham)

Are you a detail-oriented professional who thrives at the intersection of coordination, compliance, and compassionate care? We are seeking a dedicated Intake Coordinator to serve as a critical first point of contact for individuals and families entering our services. This role plays a vital part in ensuring timely access to care through accurate documentation, eligibility verification, and seamless coordination across clinical, administrative, and community partners.

As a key member of our care team, the Intake Coordinator supports individuals and families as they take the first step toward meaningful services. The ideal candidate enjoys balancing administrative precision with relationship-building, collaborating closely with providers and stakeholders, and maintaining an organized, respectful, and positive intake experience that supports continuity of care.

Essential Duties

• Complete all intake and entrance documentation, providing clear explanations of services, forms, and consent requirements to clients and guardians prior to assessment.

• Verify insurance coverage, eligibility, enrollment status, and copays (including BCBS and other payers), and distribute accurate information to appropriate staff.

• Apply for IPRS funding for uninsured clients and maintain complete, accurate, and timely supporting documentation.

• Confirm or create MCO enrollment as needed to ensure uninterrupted access to services.

• Maintain Access to Care (ATC) tracking by accurately entering and updating all referrals and intakes on a daily basis.

• Manage service authorizations within the EMR, including adding units, uploading official authorization letters, and maintaining authorization-related documentation.

• Upload and maintain all required client documentation in the EMR in accordance with confidentiality, safety, and compliance standards.

• Assist with monthly audits and 30-day record reviews, ensuring assigned client records are complete by the 5th of the following month.

• Communicate effectively with clinical providers, physicians, staff, and community stakeholders while maintaining professional conduct and sensitivity to cultural, developmental, and age-related needs.

• Provide administrative support as assigned, including daily lunch coverage and other duties as needed, while adhering to company policies and procedures.

Education, Training, and Qualifications

• Bachelor’s degree in a Human Services or related health field required, with experience working with the population served; candidates with a non–Human Services bachelor’s degree must possess additional qualifying experience as outlined below.

• Minimum experience requirements include two (2) years of full-time post-bachelor experience for candidates with a Human Services degree, or four (4) years of full-time experience for candidates with a non–Human Services degree.

• Demonstrated working knowledge of organizational policies, mission, and objectives, or the ability to acquire this knowledge within a reasonable onboarding period.

• Completion of all required company onboarding and compliance training within 30 days of hire, including 20 hours of service-definition–specific training within 90 days of hire.

• No substantiated findings of abuse or neglect listed on the North Carolina Health Care Personnel Registry.

• Disclosure of any criminal convictions is required; employment decisions will be made in accordance with applicable laws and based on the relevance of the offense to the position.

• Strong customer service orientation with the ability to exercise sound professional judgment and maintain attention to detail.

• Excellent organizational, prioritization, and time-management skills, with the ability to work independently and meet critical short- and long-term deadlines.

• Effective oral and written communication skills, with the ability to interact professionally with clients, families, staff, and external partners.

• Demonstrated respect for confidentiality and compliance requirements related to client and employee records, including electronic, verbal, and written communications.

• Experience working with multicultural and multilingual populations and within multidisciplinary teams preferred.

  PHYSICAL DEMANDS: Regularly walk, stand or stoop; occasionally lift, carry, push, pull or otherwise move objects weighing up to 25 pounds; and regularly drive a motor vehicle.

  WORKING CONDITIONS: Work is performed in an office or other environmentally controlled room; Work may expose Intake Coordinator to contagious or infectious diseases; Work may expose Intake Coordinator to dangerous and volatile situations; which could result in bodily injury.

  Pathways to Life, Inc is an EEO Employer - M/F/Disability/Protected Veteran Status