CareChoice
The Home Care Intake & Retention Specialist is an inside sales role responsible for supporting the intake and retention functions within the company’s Medicaid waiver home care programs. This position reports directly to the Chief Marketing Officer (CMO), with secondary reporting responsibilities to the Assistant Marketing Manager and the Marketing Retention Manager.
The Specialist plays a key role in driving client growth and maintaining long-term satisfaction across multiple U.S. markets. This position focuses on effectively managing inbound leads, coordinating the intake process, ensuring a smooth onboarding experience, and supporting ongoing retention efforts. The ideal candidate is personable, organized, and excels in providing professional, compassionate communication over the phone. While primarily office‑based, occasional participation in external events and community outreach is expected.
Key Responsibilities
Serve as the first point of contact for Medicaid waiver home care inquiries, providing professional, prompt, and empathetic support.
Manage the entire intake process, including gathering and verifying client information, assessing eligibility, documenting details, coordinating assessments, and ensuring clients are onboarded smoothly.
Build rapport and trust with clients, families, and referral sources through strong phone communication and consistent follow‑up.
Collaborate with internal teams—including marketing, operations, and care coordination—to ensure seamless client transitions into service.
Support
client retention efforts by managing assigned cases, monitoring satisfaction, and addressing issues to ensure continued engagement.
Record all intake and retention activities accurately in the company’s CRM or designated system, maintaining clear and organized data.
Work closely with the
Marketing Retention Manager to identify at‑risk clients and implement proactive strategies to improve retention rates.
Partner with the
Assistant Marketing Manager to support sales and marketing initiatives, ensuring effective intake follow‑up and conversion performance.
Contribute to department growth goals by achieving or exceeding intake and retention metrics.
Occasionally assist with community and marketing events to represent the company and support outreach objectives.
Required Qualifications
Minimum of 2 years of experience in home care, healthcare intake, customer service, or inside sales; prior Medicaid waiver experience is strongly preferred.
Excellent verbal and written communication skills, with a polished and approachable phone manner.
Strong organizational skills and attention to detail; ability to manage multiple leads and client cases efficiently.
Experience with CRM systems and proficiency in Microsoft Office suite.
Ability to work collaboratively within a team structure reporting to multiple managers.
A commitment to providing exceptional customer service and fostering long‑term client relationships.
Physical & Work Requirements
Full‑time, in‑office position with frequent phone and computer‑based work.
Availability to support occasional external or community events as needed.
Ability to sit, talk, and listen on the phone for extended periods.
Compensation & Benefits
Competitive base salary with performance‑based incentives.
Comprehensive benefits package including health, dental, and vision coverage; paid time off; and retirement plan.
401(k) matching, health insurance, paid time off.
Full‑time, in‑office position with frequent phone and computer‑based work. Availability to support occasional external or community events as needed. Ability to sit, talk, and listen on the phone for extended periods.
Who We’re Looking For This role is ideal for a motivated, relationship‑focused professional who enjoys connecting with new clients and ensuring ongoing satisfaction through thoughtful follow‑up and support. The successful candidate will combine strong communication skills with a deep understanding of client needs to help the organization grow and retain its home care community.
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The Specialist plays a key role in driving client growth and maintaining long-term satisfaction across multiple U.S. markets. This position focuses on effectively managing inbound leads, coordinating the intake process, ensuring a smooth onboarding experience, and supporting ongoing retention efforts. The ideal candidate is personable, organized, and excels in providing professional, compassionate communication over the phone. While primarily office‑based, occasional participation in external events and community outreach is expected.
Key Responsibilities
Serve as the first point of contact for Medicaid waiver home care inquiries, providing professional, prompt, and empathetic support.
Manage the entire intake process, including gathering and verifying client information, assessing eligibility, documenting details, coordinating assessments, and ensuring clients are onboarded smoothly.
Build rapport and trust with clients, families, and referral sources through strong phone communication and consistent follow‑up.
Collaborate with internal teams—including marketing, operations, and care coordination—to ensure seamless client transitions into service.
Support
client retention efforts by managing assigned cases, monitoring satisfaction, and addressing issues to ensure continued engagement.
Record all intake and retention activities accurately in the company’s CRM or designated system, maintaining clear and organized data.
Work closely with the
Marketing Retention Manager to identify at‑risk clients and implement proactive strategies to improve retention rates.
Partner with the
Assistant Marketing Manager to support sales and marketing initiatives, ensuring effective intake follow‑up and conversion performance.
Contribute to department growth goals by achieving or exceeding intake and retention metrics.
Occasionally assist with community and marketing events to represent the company and support outreach objectives.
Required Qualifications
Minimum of 2 years of experience in home care, healthcare intake, customer service, or inside sales; prior Medicaid waiver experience is strongly preferred.
Excellent verbal and written communication skills, with a polished and approachable phone manner.
Strong organizational skills and attention to detail; ability to manage multiple leads and client cases efficiently.
Experience with CRM systems and proficiency in Microsoft Office suite.
Ability to work collaboratively within a team structure reporting to multiple managers.
A commitment to providing exceptional customer service and fostering long‑term client relationships.
Physical & Work Requirements
Full‑time, in‑office position with frequent phone and computer‑based work.
Availability to support occasional external or community events as needed.
Ability to sit, talk, and listen on the phone for extended periods.
Compensation & Benefits
Competitive base salary with performance‑based incentives.
Comprehensive benefits package including health, dental, and vision coverage; paid time off; and retirement plan.
401(k) matching, health insurance, paid time off.
Full‑time, in‑office position with frequent phone and computer‑based work. Availability to support occasional external or community events as needed. Ability to sit, talk, and listen on the phone for extended periods.
Who We’re Looking For This role is ideal for a motivated, relationship‑focused professional who enjoys connecting with new clients and ensuring ongoing satisfaction through thoughtful follow‑up and support. The successful candidate will combine strong communication skills with a deep understanding of client needs to help the organization grow and retain its home care community.
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