Job Description

Position Overview:  

Reporting to the Case Manager, the Intake Coordinator will serve as a trauma support specialist and the first point of contact for individuals calling the Program. This role is crucial in providing exceptional customer service and administrative support, managing incoming calls, and assisting claimants and their families with sensitivity and professionalism. This position is Exempt under the Fair Labor Standards Act (FLSA). 

Duties and Responsibilities: 

• Answer and direct incoming calls promptly and professionally. 

• Provide empathetic support to clients experiencing trauma, ensuring each interaction is handled with care. 

• Address basic questions related to services and escalate complex issues to appropriate team members. 

• Maintain and update client records in the agency’s database. 

• Manage mail, fax, and correspondence efficiently. 

• Assist with administrative 2tasks and projects as assigned. 

• Work collaboratively with staff to ensure seamless communication. 

• Support agency operations by handling various administrative tasks. 

• Adhere to regulations and confidentiality requirements. 

• Ensure all customer data and interactions are handled securely and professionally. 

Preferred Qualifications: 

• Outstanding communication skills and a trauma-informed approach. 

• Ability to handle difficult conversations with empathy and professionalism. 

• Great multi-tasker and ability to adapt to new tools. 

• Thrives in a high-paced environment, handling a continuous stream of customer interactions with accuracy and professionalism. 

• Direct experience in social work or a similar field is preferred. 

Qualifications: 

• High school diploma or equivalent (required); coursework in social work or related field is a plus. 

• 2+ years of experience in a high-volume customer service or administrative role in trauma support or other relevant positions 

Skills: 

• Strong verbal and written communication skills. 

• Trauma-informed care and support skills. 

• Excellent multitasking and time management abilities. 

• Ability to remain calm and professional under pressure. 

Virginia Birth Injury is an Equal Opportunity Employer. Virginia Birth Injury does not discriminate in hiring or employment practices based on race, color, religion, gender, age, sexual orientation, marital or family status, national origin, non-job-related disability, or status as a veteran. 

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