Intake Specialist I (Boston, MA / Hybrid)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for an Intake Specialist I who will serve as the face of FreedomCare in the communities we serve in Massachusetts.

This is a Hybrid role, 3 days in our Charlestown, MA office and 2 days remote.

Department & Position Overview:

FreedomCare’s Massachusetts operations support the MassHealth Adult Foster Care (AFC) program, which helps eligible adults with medical, physical, cognitive, or behavioral health needs receive daily assistance in a home setting from a qualified caregiver with professional care team support.

The Intake Specialist is responsible for managing the completion of patient Service Records and caregiver enrollment activities while serving as a liaison between patients, caregivers, health plans, and internal teams. This role combines both intake and onboarding responsibilities to provide a seamless, single point of contact experience throughout the transition from “Qualified” to “On Care.”

The Intake Specialist plays a critical role in guiding patients and caregivers through the completion of their service record and enrollment journey by verifying eligibility, coordinating required documentation, facilitating caregiver onboarding requirements, and ensuring timely progression toward authorization and start of care. This role requires strong communication, organizational, and problem-solving skills to effectively manage case progression, provide exceptional customer service, and maintain accurate documentation within Salesforce and related systems.

Success in this role is defined by the ability to deliver a compassionate and efficient customer experience, maintain strong collaboration with health plans and cross-functional teams, resolve barriers proactively, and ensure patients and caregivers are successfully onboarded and ready to begin services as quickly as possible.

Every Day You Will: 

Build meaningful relationships with patients and caregivers through professional, empathetic, and mission-driven communication that reflects FreedomCare’s values and commitment to self-directed care.

• Serve as the primary point of contact and trusted advisor for patients and caregivers throughout the Service Record and Enrollment Record fulfillment process by providing guidance on enrollment status, program requirements, expected timelines, and next steps to ensure a seamless onboarding experience.
• Review and assess eligibility and program-fit requirements, including Medicaid and insurance status, managed care plan (MCO), AAA/CMA involvement, state-specific guidelines, caregiver eligibility, and patient care needs.
• Manage and maintain accurate Service Record and Enrollment Record documentation in Salesforce, including intake type, case status updates, detailed case notes, next-step tracking, and timely follow-up actions to support continuity of care and efficient start-of-care timelines.
• Coordinate and track all required enrollment and caregiver onboarding items, including forms, signatures, medical documentation, certificates, training completion, fingerprinting, and caregiver hiring requirements to ensure cases progress efficiently toward authorization and start of care.
• Facilitate communication and follow-up with health plans, waiver programs, case managers, state agencies, and internal departments regarding pending authorizations, approvals, and enrollment requirements, while accurately documenting outcomes and action items in Salesforce.
• Schedule, coordinate, and reschedule intake visits, orientations, assessments, callbacks, and other required appointments in accordance with state and program requirements.
• Support contact center operations and queue performance through effective management of Verint and Talkdesk statuses to ensure timely and efficient customer support coverage.
• Identify, escalate, and coordinate resolution for delayed, complex, sensitive, or misrouted cases by partnering with Onboarding, Welcome, Care, and other cross-functional teams to ensure timely issue resolution and continuity of service.
• Protect patient trust and confidentiality by maintaining compliance with HIPAA, company policies, and all applicable state and federal regulations.
• Deliver exceptional customer service by maintaining prompt response times, meeting Service Level Agreements (SLAs), resolving inquiries efficiently, and achieving one-call resolution whenever possible.
• Contribute to organizational success by consistently meeting productivity, quality assurance, and customer satisfaction goals while maintaining a patient-first mindset in every interaction.

Ideal Candidate Will Possess: 

• High school diploma, bachelor’s degree preferred.
• A minimum of 3 years of proven experience in sales, community outreach, or related roles, with a strong track record of successful engagement and partnership development.
• Demonstrated commitment to providing a high level of customer service, with the ability to communicate with empathy, patience, professionalism, and respect.
• Ability to follow established scripts, workflows, policies, procedures, quality standards, and regulatory requirements.
• Strong active listening skills, with the ability to understand patient needs, clarify concerns, and provide the necessary support and escalation when appropriate.
• Effective verbal and written communication skills, with the ability to clearly summarize interactions, document case activity, and communicate case status and next steps.
• Strong typing and computer proficiency, with the ability to efficiently navigate contact center technology, customer relationship management systems, telephone platforms, and other necessary software applications while accurately documenting interactions.
• Effective problem-solving and critical-thinking, with the ability to evaluate information, identify appropriate solutions, exercise sound judgment, and escalate concerns when necessary.
• Dependable and punctual, with a demonstrated commitment to consistent attendance, schedule adherence, and performance expectations.
• Ability to adapt to changing priorities, processes, systems, and business needs in a fast-paced environment.
• Receptive to coaching and feedback, with the ability to apply guidance and demonstrate continuous improvement.
• Ability to collaborate effectively as part of a team while working independently within established guidelines.

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, citizenship or immigration status, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

#INDHV