Intake Specialist (Bilingual, Spanish-Speaking)

About the role

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.

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.
• The ability to speak Spanish fluently with clients.

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.
• 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.