Intake Specialist (Chinese Bilingual)

The Intake Specialist supports the full intake cycle for prospective ABA therapy clients, serving as a key point of contact for families, referring providers, and internal departments throughout enrollment. Working under the direction of the Lead Intake Specialist, this role is responsible for capturing and processing new referrals, verifying insurance eligibility, coordinating initial documentation, and supporting authorization workflows to move families from referral to active service as efficiently as possible. The ideal candidate is organized, compassionate, detail-oriented, and comfortable navigating healthcare insurance processes in a high-volume, regulated environment.

KEY RESPONSIBILITIES

Referral Intake & Processing

Receive and log all incoming referrals via phone, fax, email, and referral portals in the intake tracking system accurately and in real time

Conduct initial eligibility screenings to verify insurance coverage, benefit levels, and ABA service authorization requirements

Gather and organize all required intake documentation from families and referring providers, including diagnostic evaluations, prescription letters, and consent forms

Communicate referral receipt and next-step instructions to families promptly and professionally

Escalate complex or high-priority referrals to the Lead Intake Specialist as appropriate

Authorization Support

Assist in the preparation and submission of prior authorization requests for ABA services to Medicaid, managed care organizations, and commercial insurance payers

Follow up on pending authorization submissions and document status updates in the tracking system

Coordinate with clinical staff (BCBAs / LBAs) to collect required clinical documentation in support of authorization requests

Flag cases that may require Single Case Agreement (SCA) processing and refer them to the Lead Intake Specialist or SCA Specialist

Monitor approaching authorization expiration dates and initiate re-authorization outreach under the direction of the Lead Intake Specialist

Family & Referral Source Communication

Contact families in a timely manner upon referral receipt to explain the intake process, collect required information, and address general inquiries

Provide empathetic and professional communication throughout the enrollment process, recognizing that families are often navigating a complex and unfamiliar system

Respond to inbound inquiries from families, pediatricians, schools, and other referral sources regarding intake status, required documents, and next steps

Ensure families are informed of any delays, documentation gaps, or payer-related requirements affecting their enrollment timeline

Documentation & Data Integrity

Maintain accurate, complete, and up-to-date records for all referrals and active intake cases in the designated tracking system

Ensure all intake files meet documentation standards required by payers, regulatory bodies

Conduct routine audits of assigned intake cases to identify missing documents, outstanding items, or stalled pipeline stages

Generate status reports on assigned caseload as requested by the Lead Intake Specialist or Director of Operations

Cross-Functional Coordination

Collaborate with the billing, clinical, and scheduling teams to ensure seamless handoff from intake authorization to active service delivery

Participate in intake team huddles, pipeline reviews, and cross-departmental coordination meetings as directed

Support the Lead Intake Specialist with special intake projects, payer-specific workflows, or capacity-driven assignments as needed

Adhere to all HIPAA regulations and confidentiality policies when handling client records and communications