Intake Specialist

Summary of Responsibilities:

The intake specialist meets with new or prospective clients, asks a series of questions for the purpose of compiling data, and then delivers this data in a team setting to address services available for that client. The position is responsible for answering calls via a multi-line telephone system and routing them to the appropriate personnel. The position greets the public upon entering the department and directs them to the personnel at hand.

Essential Duties and Responsibilities:

• Process paperwork for new and returning clients efficiently and in accordance with protocols.
• Obtain pertinent information from new clients by asking them to complete surveys or interviews courteously and professionally.
• Answer and screen inquiry calls and emails from prospective clients.
• Collect data to on services provided as needed
• Ensure that all services forms are properly signed and filed.
• Communicate with other team members constructively in order to reduce conflict and enhance the resolution of issues.
• Respect client or patient dignity and confidentiality.
• Take and deliver messages from visitors when appropriate personnel are unavailable.
• Answer questions about the department, upcoming events, and provide callers with address, directions, and other information.
• Receive, sort, log, and route mail to appropriate staff in building and to exterior staff at the Multi-Purpose Building.
• Maintain fax machine, assists users, sends faxes, and retrieve and route incoming faxes.
• Manage a food and diaper pantry for community use.
• Create spreadsheets and databases to collect data and track service usage.
• Performs other duties as assigned.

Education and Experience:

• High School Diploma or GED.
• Two years of office experience or equivalent college or business training.

Knowledge, Skills and Abilities:

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to use standard office equipment such as telephones, computers, copiers, fax machines and others.
• Ability to communicate with others effectively, listen closely and convey points clearly.
• Proficiently skilled with Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to demonstrate excellent customer service skills and the ability to calm patients or clients who may be distraught.
• Ability to adjust to constantly changing workloads.
• Ability to work with others on an individual basis utilizing high interpersonal skills.
• Must be able to read, understand, apply and retain knowledge of departmental rules, regulations, and policies.
• Outstanding organizational abilities and must be able to prioritize.
• Naturally possess a welcoming and outgoing personality.

Conditions of Employment:

The Iowa Tribe of Oklahoma operates a drug-free workplace.

• Must submit to and pass applicable drug test.  
• Must pass background investigations for suitability of character identified in accordance with the Indian Child Protection and Family Violence Prevention Act.
• Must possess and maintain a valid driver license with no serious violations.