• Contact new inquiries within defined response time standards (typically 2-5 minutes) • Build rapport with clients, family members, referral sources • Conduct structured needs discovery using approved intake scripts • Educate families on services, assessment processes, and next steps • Overcome common objections (cost, timing, “shopping around”) • Schedule in-home or virtual assessments accurately and efficiently • Confirm appointments and reduce no-show rates • Verify basic eligibility (private pay, LTC insurance, VA, etc.) • Accurately document all interactions in CRM / Wellsky system • Identify urgency, safety risks, or red flags and escalate appropriately • Ensure complete and compliant intake information before assessment • Perform timely follow-ups on unconverted leads • Coordinate with Intake, Scheduling, and Client Services teams • Communicate clearly with families about expectations and timelines • Maintain professionalism and empathy during emotionally sensitive calls • Adhere to HIPAA and company privacy standards • Use approved scripts and disclosures • Represent the company’s values, tone, and service standards consistently