Intake Hub Specialist

Job Description

This is a newly created role within a centralized intake hub designed to improve customer experience and our emerging markets (non-core) service referrals. The Intake Hub Specialist will play pivotal role in shaping a seamless experience for clients whose needs require coordination beyond the traditional funder (OHAH, ALA) pathways.  The Specialist owns referrals end-to-end: receiving them, routing them to the right district, and stay on top of them until the client is being served. This is a fantastic opportunity for someone who brings strong operational judgment and a proactive mindset to help build a stronger intake model.

Key Responsibilities

• Receive and manage inbound phone calls, website enquiries, and other lead information from prospective clients, families, referral partners, and digital channels in a timely, professional, and empathetic manner.
• Conduct initial screening conversations to assess client needs, urgency, location, service requirements, care preferences, and suitability for programs and services.
• Provide clear information on home care services, program offerings, service models, and the next steps in the intake and onboarding process.
• Enter, update, and maintain accurate lead, client, and referral information in the appropriate systems, ensuring all communications, follow-up actions, and status updates are documented.
• Assess service feasibility by considering geography, service needs, program criteria, and operational capacity, and support appropriate next steps for service initiation.
• Coordinate with operations, scheduling, clinical, and local branch teams to support timely assessment, handoff, service set-up, and continuity of care.
• Monitor and manage website leads and other incoming enquiries to ensure prompt follow-up, progression, and conversion.
• Actively track referrals routed to district teams, follow up persistently to ensure timely service initiation, and escalate unresolved referrals so no one is left waiting.
• Identify priority, complex, or unresolved intake and service coordination issues and escalate them to the appropriate leader or team.
• Help build, document, and continuously improve intake processes, workflows, and service standards as the role evolves.
• Track and report on enquiry volumes, lead status, response times, intake outcomes, and program demand trends to support performance monitoring and continuous improvement.

Qualifications and Experience

• 3+ years of experience in home care, community care, healthcare intake, service coordination, or a related operational environment.
• Strong understanding of home care operations, including scheduling, service coordination, and client workflow management.
• Experience managing high volumes of enquiries or intakes in a fast-paced, customer-facing environment.
• Strong communication, judgment, and organizational skills, with the ability to manage multiple priorities and handle sensitive information professionally.
• Comfort with Microsoft Office and the ability to learn and use intake, scheduling, CRM, or documentation systems; experience with Alayacare is an asset.

Ideal Candidate Profile

• A  critical thinker who can diagnose where a referral is stuck, determine what action is needed, and take initiative in a newly created role.
• Comfortable wearing multiple hats - part intake coordinator, part project manager, and part air traffic controller for referrals across districts - in an environment where processes and responsibilities will continue to evolve.
• Solutions-oriented, resourceful, and able to identify opportunities to improve the client experience and internal workflows.
• Collaborative and team-oriented, with the ability to work across operations, scheduling, and service delivery teams.
• Compassionate, professional, and client-focused in every interaction.

What success looks like:

• Referrals move quickly and smoothly, with strong performance across response times, follow-up discipline, and service initiation.
• District teams receive accurate, timely information that supports better handoffs, stronger conversion, and fewer stalled referrals.
• Clients and families experience a professional, well-coordinated intake journey that reflects both empathy and accountability.
• The role contributes to workflow improvement, intake practices, and meaningful professional growth in coordination, process improvement, and intake strategy.

Time Type

Full time

Compensation Details

Compensation will be discussed during the recruiting process.

ParaMed is Canada's leading provider of home health care services, driven by a mission to provide people with the care they need, wherever they call home. Our dedicated team of skilled professionals delivers a wide range of services to meet the full care spectrum of care needs including high-quality nursing, therapeutic, personal support and home support. We work hand-in-hand with health system partners to deliver personalized and coordinated care, support independent living and relieve capacity pressures on hospitals. Today, our national reach enables expanded access to care in homes and communities across Canada, allowing us to support more people in more places than ever before.

We provide competitive compensation that reflects the value of this role and the unique qualifications each candidate brings. Final salary offers are based on a variety of factors such as your skills, experience, education, and alignment with the responsibilities of this position.

Base salary is one component of our broader total rewards package. We offer a comprehensive suite of benefits designed to support your health, financial well-being, and long-term career growth. Your recruiter can provide more details about our total rewards offerings during the hiring process.

We may use artificial intelligence (AI) tools to support certain stages of the recruitment process, such as reviewing applications, analyzing resumes, or assessing candidate responses. These tools assist our recruitment team but do not replace human judgment — every application is reviewed by a member of our team to ensure thoughtful and equitable consideration. If you would like more information about how your data is processed, please contact us.

ParaMed is an equal opportunity employer committed to respectful and inclusive hiring practices. We welcome all applicants, including those from equity-deserving groups, including Indigenous peoples, women, people with disabilities, and visible minorities.

ParaMed is committed to fostering an accessible, inclusive, and equitable hiring process. We will gladly accommodate the needs of applicants throughout all stages of the recruitment process upon request and in accordance with applicable legislation. If you require support during any stage of the process, email us at [email protected].

We acknowledge that the care we provide across Canada occurs on lands that have been cared for by many Indigenous peoples for generations. We recognize First Nations, Inuit, and Métis Peoples and their enduring connection to this land, and the importance of respect and cultural safety in the work we do.