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Intake Specialist (11am - 8pm EST)

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OtherIntake Specialist

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Quick Summary

Key Responsibilities

Conduct structured telephone intake assessments to understand each client’s medical, employment, and service needs. Collect, verify, and document sensitive client information accurately, completely,

Requirements Summary

Demonstrated experience in intake, phone-based customer service, client support, healthcare, public benefits, case support, or a comparable role. Excellent verbal and written communica

Technical Tools

OtherIntake Specialist

What We Offer

~1 min read

Mindset helps people living with mental illness apply for Social Security Disability (SSD) benefits, including Supplemental Security Income (SSI) and Social Security Disability Insurance (SSDI).

✓Remote-first policy.

✓Meaningful responsibility from the start.

✓Opportunities for growth within the company.

✓A creative, transparent team committed to accomplishing Mindset’s mission.

Responsibilities

~1 min read

→Conduct structured telephone intake assessments to understand each client’s medical, employment, and service needs.
→Collect, verify, and document sensitive client information accurately, completely, and confidentially.
→Explain Mindset’s services and next steps in clear, compassionate language.
→Support clients who may be distressed, overwhelmed, or unfamiliar with the SSI/SSDI process.
→Manage inbound and outbound calls, follow-up tasks, and multiple priorities while meeting quality and productivity expectations.
→Maintain accurate client records in case management, CRM, or related systems.
→Coordinate with case management and other internal teams to ensure a smooth client handoff.
→Follow privacy, security, and documentation requirements.
→Participate in coaching, training, quality review, and team meetings.
→Apply critical thinking to analyze intake information, assess the reported severity of a claimant’s conditions and their impact on daily functioning and ability to work, and identify appropriate follow-up questions.

Requirements

~2 min read

Demonstrated experience in intake, phone-based customer service, client support, healthcare, public benefits, case support, or a comparable role.
Excellent verbal and written communication skills.
Strong attention to detail and a consistent record of accurate documentation.
Empathy, professionalism, and sound judgment when discussing sensitive medical and financial circumstances.
Ability to organize follow-up work, multitask, and prioritize in a fast-paced environment.
Strong analytical and critical-thinking skills, including the ability to connect medical information to reported functional limitations, identify gaps or inconsistencies, ask appropriate follow-up questions, and explain complex processes in plain language.
Comfort working independently and reliably in a remote environment.
Proficiency with Google Workspace and the ability to learn new systems.
Reliable internet connection for remote work.
High school diploma or equivalent, or an equivalent combination of education and relevant experience.

Direct experience supporting Social Security Disability (SSD) claims—including SSI and SSDI intake, eligibility screening, medical and work history collection, application preparation, or appeals support—is strongly preferred. Related experience in healthcare, behavioral health, medical records, or public-benefit programs is also valuable.
Experience with case management, client advocacy, benefits navigation, or eligibility screening.
Experience managing a high volume of inbound and outbound client calls.
Experience using CRM, case-management, EHR, virtual phone, or online scheduling systems.
Experience with quality assurance, coaching, supervision, or performance metrics.
Spanish-language proficiency is helpful but not required.
A college degree and prior law-firm experience are not required; relevant experience and demonstrated capability are valued.

Clients feel heard, respected, and confident about their next steps.
Intake records are complete, accurate, and submitted on time.
Complex SSD, SSI, and SSDI processes are explained clearly and consistently.
Follow-up tasks are managed reliably without sacrificing quality.
Quality and productivity expectations are met in a fast-paced remote environment.
The Intake Specialist collaborates effectively and responds positively to coaching.