Intake
The end-to-end onboarding process for a new client, from initial inquiry through completed assessment, signed service agreement, and first scheduled shift. Intake establishes the client record, payer eligibility, and care plan.
Also known as: intake · client intake · onboarding · admission · start of care
Intake is the process of bringing a new client into active service. It typically includes an initial inquiry or referral, a phone consultation to understand needs and funding, an in-home assessment, service agreement signing, authorization or payer verification, and caregiver matching.
A smooth intake process is critical to client retention: delays, missed steps, or poor communication during intake are common reasons new clients disengage before service begins.
Intake also establishes the client's funding path — determining whether services will be billed to Medicaid, VA, a long-term care insurance policy, or private pay — which affects authorization requirements and rate setup.
In home care, this means…
Typically owned by a care coordinator or intake specialist. Involves scheduling the assessment, coordinating payer verification, and completing all documentation before the first shift.
Related terms
Assessment →
A structured in-home evaluation of a prospective client's functional, cognitive, and safety status used to build the care plan and determine appropriate service levels. Typically conducted by a care coordinator at the start of service.
Care Plan →
An individualized document specifying a client's care needs, approved service tasks, frequency, duration, and caregiver assignments. It is the operational blueprint for every shift and the legal basis for billing Medicaid and insurance payers.
Authorization →
A payer-issued approval to deliver and bill for specific services within a defined period or unit limit. Authorizations must be in place before scheduling any Medicaid, VA, or insurance-funded services.
Payer →
Any entity that pays for home care services: government programs (Medicaid, VA), managed care organizations, long-term care insurance companies, or private individuals and families (private pay). Payer mix is a critical driver of agency revenue and margin.
Care Coordinator →
An office-based staff member responsible for conducting client assessments, managing care plans, overseeing service quality, and serving as the primary point of contact for clients and families.