Intake & Referral Specialist

Position Summary

The Intake and Referral Specialist plays an essential role in helping to connect those in need of behavioral health treatment. This position has primary responsibility for incoming admissions inquiry calls for the Pasadena Villa network admissions call center. Position shall receive all intake and referral calls, conducts pre-screening calls, and triages callers to the appropriate next step. The Intake and Referral Specialist offers a high level of customer service in a fast-paced environment.

Relationships and Contacts

Within the organization:

Outside the organization:

Position Responsibilities

Essential Responsibilities

  • Answers inbound inquiry calls in as efficient and courteous manner.
  • Promptly responds to web form and web chat submissions.
  • Follows an established call flow to identify treatment needs and financial viability.
    • Follows call triage procedures ensuring a high level of communication and follow through.
  • Connects callers with appropriate resources, based on treatment needs, insurance, and financial considerations.
  • Completes all necessary paperwork, record keeping, and reporting related to the admissions process.
  • Offers a high level of customer service and communication to callers.

Additional Responsibilities

  • Functions within the guidelines of the facility’s Code of Ethics and in accordance with corporate compliance.
  • Performs other duties as assigned.


Pasadena Villa provides equal employment opportunities without regard to race, color, creed, ancestry, national origin, ethnicity, sex, gender, sexual orientation, marital status, religion, age, disability, gender identity, genetic information, service in the military, or any other characteristic protected under applicable federal, state, or local law. Equal employment opportunity applies to all terms and conditions of employment. Pasadena Villa reserves the rights to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. Reasonable accommodations may be made to reasonably accommodate qualified individuals with disabilities. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At-Will.”

Education and Experience

Position requires a high school diploma, Bachelor’s degree preferred and two years of related experience.

Physical Requirements

  • While performing the duties of this job, the employee will be required to communicate with peers/general public, clients and/or vendors
  • Job performance will require the ability to move throughout the building as well as sit or remain stationary for extended periods of time
  • While performing the duties of this job, the employee may be required to talk or hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl, taste or smell.
  • Ability to move 20 pounds

Skill Competencies

  • Proficient in Microsoft Office suite, working knowledge of CRM preferred
  • Demonstrated ability to exercise sound judgment and discretion
  • Excellent time management skills
  • High level of customer service and follow through
  • Excellent verbal communication
  • Strong problem solving skills

Pasadena Villa
Salary Range
$28,000.00 - 38,000.00
per Year
Salary range estimated by
Orlando, FL 32803, US
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