Intake & Care Advisor

Intake & Care Advisor
Position Title

Intake & Care Advisor

Location

[Location e.g., New York City / Remote  (4pm -12am SA time)

Position Type

Full-time (with potential for flexibility depending on workload)

About the Role

This role provides compassionate, high-quality in-home care support, guiding clients and families from the first point of contact through to care delivery. The Intake & Care Advisor ensures the process of accessing home care is smooth, reassuring, and tailored to each individuals needs.

Job Summary

The Intake & Care Advisor is responsible for handling incoming referrals and enquiries, assessing clients needs, advising families on suitable care options, and facilitating the intake process through to service delivery. This role requires strong communication, empathy, organizational skills, and the ability to coordinate with clients, families, care teams, and other stakeholders to deliver personalized home-care solutions.

Key Responsibilities

• Receive and respond to incoming referrals, inquiries, and requests for home care services.

• Conduct initial assessments (via phone or in-person) with potential clients/families to understand their care needs, living situation, and preferences.

• Provide clear, compassionate guidance to families: explaining available services, care plans, eligibility criteria, payment/program options, and next steps.

• Coordinate with internal clinical and care teams to match client needs with appropriate caregivers and services.

• Complete and manage intake documentation: gather and verify client information, contact details, relevant medical history or care requirements, insurance/payment information, referrals, and eligibility data.

• Input all new referrals and client data into company systems or databases, maintaining accurate records.

• Communicate effectively with families, clients, referral sources, and internal staff providing updates, clarifying processes, and offering support throughout intake and initial care phases.

• Follow up as needed to address any client or family questions, concerns, or changes in service needs.

• Promote services to potential clients, referral sources, and community agencies to grow the client base and ensure awareness of available services.

Required Skills & Qualifications

• Previous experience in healthcare intake, home care, care coordination, social services, or related field preferred.

• Strong verbal and written communication skills.

• Empathy, patience, and ability to build rapport and trust with clients and families.

• Excellent organizational and time-management skills.

• Attention to detail in collecting client data, verifying eligibility/payment information, and completing documentation.

• Comfort working in a dynamic, fast-paced environment; adaptable when workload increases or priorities shift.

• Basic familiarity with relevant administrative processes: handling referrals, verifying benefits or insurance, handling sensitive client information, and using digital records/scheduling systems.

• Compassion, integrity, and clientcentred mindset.

Nice-to-have:

• Experience with home health care, elder care, or similar services

• Knowledge of local care regulations, eligibility criteria, insurance/payment models

• Multilingual abilities (depending on client demographic)

• Familiarity with case management or care planning

Personal Attributes

• Empathetic and caring

• Patient and calm under pressure

• Strong communicator clear, honest, and supportive

• Organized and detail-oriented

• Team-player able to collaborate with care teams and stakeholders

• Proactive willing to follow up, anticipate needs, and ensure smooth transitions from intake to care delivery

Why This Role Matters

• As the first point of contact, the Intake & Care Advisor sets the tone for how families experience home care guiding them through what can be an overwhelming process with clarity, empathy, and professionalism.

• Make a real difference in peoples lives by helping seniors, individuals recovering from illness or surgery, or families in need of care to access support that enhances safety, dignity, and quality of life at home.

• Opportunity to grow professionally in the home-care sector, building skills in intake coordination, care planning, client relations, and interdisciplinary coordination.

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