Member Intake Specialist

at Waldo Community Action Partners in Belfast, Maine, United States

Job Description

The Member Intake Specialist works primarily with any and all passenger groups and individuals with special requirements to establish eligibility for transportation services. These are requirements that are not able to be verified through the standard intake eligibility verification process. The intake specialist reviews documentation such as Person Centered Plans (PCP) and Individualized education program documents (IEP) to ensure accurate determination of eligibility for services. In collaboration with the Intake Supervisor and the Compliance Coordinator, the Member Intake Specialist also works to define and implement policies processes and procedures and protocols for ensuring accurate and timely review and effective documentation of all non-standard intake eligibility groups and individuals. In collaboration with the Compliance Coordinator and the Intake Supervisor, the Intake Specialist facilitates the day to day review and response to complaints and incidents. The intake specialist also serves as lead representative on special population group projects and processes as assigned. 


1. Continuously reviews, develops and implements solutions, policies and processes for special intake groups and projects as needed, in compliance with all prevalent regulations.
2. Reviews and determines service eligibility.
3. Communicates, interacts and collaborates with internal and external stakeholders on all levels as needed.
4. Leads development of special passenger groups and individuals’ projects.
5. Communicates progress and educates all internal and external stakeholders as needed.
6. Travels to meetings as needed.
7. Maintains complaint documentation process, answering complaint messages and returning calls to members before the end of the day of a complaint. Logs and documents complaint, including identifying those that need to be escalated for further investigation.
8. Maintains the Incident documentation process. Processes all incidents within two business hours, including identifying those that need to be escalated for further investigation.
9. Maintains logs of Complaints and Incidents, and generates reports as needed.
10. Assists with resolving other problems and conflicts with Maine Care members and stakeholders.
11. Maintains electronic and manual records, documenting compliance, and assisting with maintaining
brokerage records as needed.
12. Updates job knowledge by participating in educational opportunities and reading professional publications.
13. Enforces compliance with the Health Insurance Portability and Accountability Act.

Miscellaneous Duties:
1. Runs errands as needed, e.g. banking, mail run, picking up supplies, etc.
2. Performs light housekeeping duties.

Professional Development:
1. Keeps up to date on State and Federal regulations governing all aspects relevant to this position.
2. Musts be able to develop a strong working knowledge of federal and Maine Medicaid law and regulations.
3. Participates in any required trainings, meetings and professional development activities.

Safety And Wellness:
1. Actively promotes safety and accident prevention within the workplace.
2. Reports any unsafe conditions, incidents and/or accidents immediately.

Non-Essential Duties and Responsibilities:
1. Performs additional duties as assigned.


General Requirements:

• Adequate transportation and ability to meet and maintain WCAP’s minimum insurance
• Ability to meet WCAP background clearance requirements

Experience and Skill Requirements:

The following experience and skills are considered essential:
• At least four years of office experience required.
• Proven customer service and project management skills.
• Strong ability to take a lead on projects and continuously move projects forward.
• Strong research skills.
• Must be familiar with Region 5 area.
• Strong process and policy development skills.
• Strong administrative writing skills.
• Strong interpersonal professional skill.
• Strong communication / training skills.
• Strong ability to work with and educate all stake holders.
• Strong time management and organizational skills.
• Strong skills with Microsoft Word, Excel and Outlook.

Education Requirements:

The following education requirements are considered essential:
• High School Diploma or equivalent.

All requirements and skills are considered to be essential, unless otherwise indicated

WCAP attempts to comply fully with all applicable federal and state laws and regulations concerning employees, including those pertaining to mandatory COVID-19 vaccination.  These federal rules include anticipated OSHA standards and emergency temporary standards mandating employee COVID-19 vaccination, as well as U.S. DHHS rules requiring that teachers and staff at Head Start and Early Head Start programs be vaccinated no later than January 1, 2022.

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Job Posting: 646593

Posted On: Nov 30, 2021

Updated On: Dec 30, 2021