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Job Description: Intake Specialist I / Intake Specialist II

Organization: Northern Ohio Recovery Association (NORA)

Website: www.norainc.org

Location: Cleveland, Ohio

Reports To: Intake Manager

Supervises: None

Position Summary

Northern Ohio Recovery Association (NORA), a nonprofit organization committed to promoting long-term recovery and wellness through peer-based support and evidence-based treatment services, is seeking highly motivated Intake Specialists to support client access, engagement, assessment, and admission services.

The Intake Specialist serves as a member of NORA's clinical and administrative support team and is responsible for facilitating intake, referral, assessment, admission coordination, and service engagement activities. NORA utilizes a tiered Intake Specialist model consisting of Intake Specialist I and Intake Specialist II (Assessment Clinician) positions, allowing staff to develop professionally while supporting individuals seeking behavioral health and recovery services.

All Intake Specialists are expected to model professionalism, recovery principles, prosocial behavior, customer service excellence, and a commitment to timely access to care.

Essential Responsibilities (All Levels)

• Client Access & Intake Coordination
• Coordinate intake, screening, referral, and admission activities.
• Respond to inquiries from clients, families, referral sources, and community partners.
• Schedule assessments, admissions, and appointments across programs and levels of care.
• Verify insurance, benefits, and eligibility information.
• Assist clients in navigating available treatment and recovery services.
• Monitor referrals and ensure timely follow-up and engagement.
• Support continuity of care through effective communication and coordination.
• Documentation & Compliance
• Maintain accurate, complete, and timely documentation.
• Ensure compliance with agency, payer, accreditation, and regulatory requirements.
• Support utilization review, audit readiness, and quality improvement activities.
• Protect confidential information in accordance with HIPAA and agency policies.
• Team Collaboration
• Collaborate with clinical, medical, residential, recovery support, and administrative staff.
• Participate in team meetings, supervision, training, and professional development activities.
• Assist with workflow improvements and service access initiatives.
• Represent NORA professionally with clients, referral sources, community partners, and stakeholders.

Career Ladder & Additional Responsibilities

Intake Specialist I

Position Focus

The Intake Specialist I serves as the initial point of contact for many individuals seeking services and is responsible for intake coordination, referral management, admissions support, scheduling, customer service, and client engagement activities.

Additional Responsibilities

• Conduct preliminary screenings and information gathering.
• Coordinate referral and admission processes.
• Verify insurance and eligibility information.
• Schedule assessments, admissions, and clinical appointments.
• Maintain intake records and client tracking systems.
• Conduct follow-up outreach to prospective clients and referral sources.
• Assist clients with admissions paperwork and orientation processes.
• Support intake workflow and service access initiatives.
• Education & Credential Requirements
• High School Diploma or GED required.
• Associate degree in Human Services, Social Work, Psychology, Behavioral Health, or related field preferred.
• Current Ohio CDCA preferred.
• Equivalent experience in healthcare, behavioral health, customer service, admissions, or human services may be considered.
• Experience Requirements
• Experience in customer service, healthcare, behavioral health, admissions, intake coordination, call center operations, or human services preferred.
• Experience working with individuals experiencing substance use disorders, mental health concerns, or social service needs preferred.

Experience Requirements

• Minimum of two (2) years of behavioral health, addiction treatment, mental health, assessment, intake, or related clinical experience preferred.
• Experience conducting biopsychosocial assessments, treatment recommendations, referral coordination, and documentation strongly preferred.
• Knowledge, Skills & Competencies (All Levels)
• Strong customer service and client engagement skills.
• Excellent verbal and written communication abilities.
• Strong organizational, time management, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to build rapport with clients, families, referral sources, and community partners.
• Ability to work independently while functioning effectively within a multidisciplinary team.
• Commitment to trauma-informed, person-centered, and recovery-oriented care.
• Ability to maintain confidentiality and professional boundaries.
• Demonstrated professionalism, accountability, and sound judgment.

Preferred Skills

• Experience working within behavioral health, substance use treatment, healthcare, or human services environments.
• Familiarity with electronic health records (EHR) and documentation systems.
• Knowledge of Medicaid, managed care, and insurance authorization processes.
• Familiarity with community resources and referral networks.
• Working knowledge of DSM-5 and ASAM Criteria (Intake Specialist II).
• Experience conducting biopsychosocial assessments and clinical documentation (Intake Specialist II).
• Bilingual abilities are a plus.

Compensation & Benefits

Competitive compensation based on experience, credentials, and position level.

Health, dental, and vision insurance.

Paid time off and holidays.

Professional development opportunities.

Licensure and certification support opportunities.

Amount of Travel

Minimal; primarily within the Greater Cleveland area.

Salary Range

This is a paid position and compensation will be based on education, licensure, experience, and position level.

Schedule (25 hours per week)

Monday: 10:00 AM – 3:00 PM

Tuesday: 10:00 AM – 3:00 PM

Thursday: 10:00 AM – 3:00 PM

Friday: 10:00 AM – 3:00 PM

General Expectations

The employee is expected to adhere to all NORA policies and procedures and serve as a role model in demonstrating professionalism, ethical conduct, accountability, recovery principles, and prosocial behavior. Staff are expected to contribute to a welcoming, efficient, and recovery-oriented experience for all individuals seeking services.

Acknowledgement

I have read and understand the responsibilities outlined in this job description.

Signature: _______________________________________

Date: ______________________