Intake Specialist (11am - 8pm EST)

Mindset helps people living with mental illness apply for Social Security Disability (SSD) benefits, including Supplemental Security Income (SSI) and Social Security Disability Insurance (SSDI).

Mindset is seeking an empathetic, detail-oriented Intake Specialist to serve as a trusted first point of contact for prospective clients. This role conducts structured phone assessments, gathers sensitive medical and employment information, explains the Social Security Disability (SSD) intake and application process—including SSI and SSDI—and maintains complete, accurate records. The ideal candidate combines direct SSD or disability-benefits experience with strong client service, sound judgment, organization, and the ability to work independently in a fast-paced remote environment.

Due to this being a remote role, you’ll need a reliable internet connection with speeds of at least 100 Mbps download and 30 Mbps upload, a comfortable place to work, and a backup plan for occasional internet outages. We will provide your MacBook as well as a headset, keyboard, and monitor as needed. You will be responsible for maintaining a setup that supports a productive workday. During scheduled working hours, employees must be able to perform the position’s essential duties and meet its attendance, availability, productivity, confidentiality, and performance expectations, subject to approved leave, reasonable accommodations, and applicable law.

Job Responsibilities:

• Conduct structured telephone intake assessments to understand each client’s medical, employment, and service needs.
• Collect, verify, and document sensitive client information accurately, completely, and confidentially.
• Explain Mindset’s services and next steps in clear, compassionate language.
• Support clients who may be distressed, overwhelmed, or unfamiliar with the SSI/SSDI process.
• Manage inbound and outbound calls, follow-up tasks, and multiple priorities while meeting quality and productivity expectations.
• Maintain accurate client records in case management, CRM, or related systems.
• Coordinate with case management and other internal teams to ensure a smooth client handoff.
• Follow privacy, security, and documentation requirements.
• Participate in coaching, training, quality review, and team meetings.
• Apply critical thinking to analyze intake information, assess the reported severity of a claimant’s conditions and their impact on daily functioning and ability to work, and identify appropriate follow-up questions.

Qualifications:

• Demonstrated experience in intake, phone-based customer service, client support, healthcare, public benefits, case support, or a comparable role.
• Excellent verbal and written communication skills.
• Strong attention to detail and a consistent record of accurate documentation.
• Empathy, professionalism, and sound judgment when discussing sensitive medical and financial circumstances.
• Ability to organize follow-up work, multitask, and prioritize in a fast-paced environment.
• Strong analytical and critical-thinking skills, including the ability to connect medical information to reported functional limitations, identify gaps or inconsistencies, ask appropriate follow-up questions, and explain complex processes in plain language.
• Comfort working independently and reliably in a remote environment.
• Proficiency with Google Workspace and the ability to learn new systems.
• Reliable internet connection for remote work.
• High school diploma or equivalent, or an equivalent combination of education and relevant experience.
• A dedicated, private, and quiet workspace appropriate for confidential client conversations.
• Ability to remain attentive, responsive, and free from recurring personal interruptions during scheduled working hours.

Preferred Qualifications:

• Direct experience supporting Social Security Disability (SSD) claims—including SSI and SSDI intake, eligibility screening, medical and work history collection, application preparation, or appeals support—is strongly preferred. Related experience in healthcare, behavioral health, medical records, or public-benefit programs is also valuable.
• Experience with case management, client advocacy, benefits navigation, or eligibility screening.
• Experience managing a high volume of inbound and outbound client calls.
• Experience using CRM, case-management, EHR, virtual phone, or online scheduling systems.
• Experience with quality assurance, coaching, supervision, or performance metrics.
• Spanish-language proficiency is helpful but not required.
• A college degree and prior law-firm experience are not required; relevant experience and demonstrated capability are valued.

What Success Looks Like:

• Clients feel heard, respected, and confident about their next steps.
• Intake records are complete, accurate, and submitted on time.
• Complex SSD, SSI, and SSDI processes are explained clearly and consistently.
• Follow-up tasks are managed reliably without sacrificing quality.
• Quality and productivity expectations are met in a fast-paced remote environment.
• The Intake Specialist collaborates effectively and responds positively to coaching.

Schedule:

• 8 hours per day, 5 days a week, with overtime availability as needed.

Benefits:

• Remote-first policy.
• Meaningful responsibility from the start.
• Opportunities for growth within the company.
• A creative, transparent team committed to accomplishing Mindset’s mission.