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Our Intake Specialist (ICE) is responsible for answering all advertisement lines (prospect lines) in a timely manner, as well as guiding prospective clients through the appropriate questionnaires in order to determine if the Firm is able to move forward with a case.
The two most important items an Intake Specialist must focus on is 1) providing the best customer service to all callers, and 2) ensuring that all documents needed to move forward with a case are received back from the potential client.
Primary Responsibilities:
- Answer all client calls received on the Firm’s advertisement lines in a timely manner.
- Enter all information collected without error, including grammar, addresses, salutations, medications, etc.
- Look up addresses to ensure they are being entered in properly to the Case Management Systems.
- Complete questionnaires in their entirety to ensure no information is missing.
- Ensure notes are created in the Description of Incident section to provide additional details.
- Complete any leads listed in the Case Management Systems that are unassigned and need follow up.
- Follow up on leads the required number of times in a timely manner.
- Continually follow up on leads that unresponsive.
- Follow up on documents that have not yet been received.
- Handling a minimum of 25 LIVE calls per week. More is desired – some intake specialists handle as many as 80 per week.
- Any other miscellaneous requests from management.
Responsibility of all staff:
- Returning all voicemails within a 48-hour window (business days).
- Responding to emails in a timely manner.
- Working with all staff in a professional and kind manner.
- Providing clients with a positive experience and maintaining a good, professional relationship with them at all times.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee must be able to see, talk, hear and use hands and fingers in performing majority of work. The employee is frequently required to reach with hands and arms. The job requires the employee to have dexterity in using a telephone, computer keyboard, and a computer mouse while seated at a desk. The employee is occasionally required to stand, walk, climb, or balance. The employee frequently moves within the building to interact with fellow staff. Must be able to operate standard office equipment, such as computer, calculator, fax machine, photocopier, etc.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to work in an office environment and the noise level is usually quiet to moderate.
Work Schedule:
Each member of the ICE Department has a set schedule. This ensures that the phone lines are properly covered during times of need. This schedule needs to be adhered to as best as possible unless a temporary schedule change has been discussed with and approved by your Supervisor. Your scheduled hours are 9:00 am to 6:00 pm ET.
Compensation: $16/hour
Benefits
40 hours Sick Leave
80 hours PTO (prorated for first year of hire)
9 paid holidays
Florida Blue Health Insurance Options
Principal Vision and Dental Options
401k plan
