Intake Navigator in Indianapolis, Indiana at B Above Services

B Above Services

At B Above Services, we are committed to providing compassionate, individualized support to individuals with autism and their families. Our team works together to make accessing services as straightforward and supportive as possible.

We are looking for an experienced, organized, and compassionate Intake Navigator to join our team. The Intake Navigator plays a critical role in helping prospective clients and families navigate the process of accessing autism and ABA services.

This position serves as one of the first points of contact for families and requires someone who can provide excellent customer service while also managing detailed administrative, insurance, and referral responsibilities.

The Intake Navigator is responsible for guiding prospective clients and families through the intake process from the initial inquiry through case assignment and/or the start of services.

This position will collect and verify client information, complete insurance eligibility and benefits verification, assist with authorization processes, coordinate evaluations and appointments, manage referrals and waitlists, and work closely with clinical, billing, and administrative teams to ensure a smooth transition into services.

Key Responsibilities

Client & Family-Facing

• Serve as a welcoming, professional, and knowledgeable first point of contact for prospective clients and families.
• Explain B Above Services, eligibility requirements, available services, and the intake process.
• Answer questions and provide clear information regarding next steps.
• Collect and verify demographic, insurance, and clinical information.
• Schedule initial assessments, evaluations, and intake appointments.
• Follow up with families regarding incomplete paperwork or missing documentation.
• Maintain consistent communication with families throughout the intake process.
• Provide families with updates regarding referral status, scheduling, waitlist status, and anticipated timelines.
• Help families navigate potential barriers to accessing services and communicate concerns to the appropriate team members.

Insurance & Authorization

• Verify insurance eligibility and benefits for prospective and existing clients.
• Obtain and review insurance information and identify coverage requirements.
• Assist with and coordinate insurance authorization processes.
• Communicate with insurance companies, billing teams, and authorization teams as needed.
• Ensure required information and documentation is collected for authorization.
• Follow up on authorization requirements and outstanding items to help prevent delays in starting services.
• Maintain accurate documentation related to insurance verification and authorization activities.

Administrative & Operational

• Enter and maintain accurate client information in EMR, practice management, scheduling, and other company systems.
• Track referrals from the initial inquiry through case assignment and/or the start of services.
• Maintain accurate records and documentation throughout the intake process.
• Coordinate with clinical staff to match new clients with available providers and therapists based on caseload, location, specialty, and availability.
• Manage client waitlists and communicate expected timelines to families.
• Coordinate with clinical, billing, authorization, scheduling, and administrative teams to facilitate a smooth intake process.
• Monitor outstanding intake requirements and follow up to ensure timely completion.
• Maintain confidentiality and handle protected health information in accordance with HIPAA and company policies.

Required Qualifications

• High school diploma or equivalent required.
• Prior experience verifying insurance eligibility and benefits is required.
• Experience with insurance authorization processes is required.
• Experience using EMR, practice management, or scheduling software is required.
• Experience working directly with families or clients in a healthcare or behavioral health setting is required.
• Strong phone, communication, and customer service skills.
• Excellent organizational and time-management skills.
• Strong attention to detail and documentation accuracy.
• Ability to manage multiple referrals and cases at different stages simultaneously.
• Ability to manage a high volume of inbound inquiries, follow-ups, and administrative tasks.
• Basic understanding of HIPAA and confidentiality requirements.
• Strong computer and data-entry skills.
• Ability to work independently while collaborating effectively with a multidisciplinary team.
• Ability to communicate professionally and compassionately with families who may be navigating the healthcare system for the first time.

Preferred Qualifications

• Bachelor's degree in healthcare administration, psychology, human services, business, or a related field.
• 2+ years of experience in ABA, behavioral health, healthcare intake, medical scheduling, or a related healthcare setting.
• Experience with ABA-specific intake, referral, or authorization processes.
• Experience communicating directly with health insurance providers regarding benefits and authorizations.
• Experience working with families of individuals with autism or other developmental disabilities.
• Familiarity with healthcare terminology and insurance terminology.

Why You’ll Love Working With Us

• Competitive Salary: $50,000–$55,000 per year, based on experience and qualifications
• Comprehensive Benefits: Health, Dental, and Vision Insurance
• PTO and Holiday Pay
• Employee Referral Bonuses
• Supportive and Collaborative Work Environment

Why Join B Above Services?

B Seen. B Supported. B Above.

As an Intake Navigator, you will play an important role in helping families access the care and support they need. Your work will directly impact a family's experience from their very first interaction with our organization.