Intake Coordinator

Job Description

Job Description

About NY Mental Health Center

NY Mental Health Center (NYMHC) is a fast-growing mental health practice providing psychotherapy and psychiatry services to adults across NY, NJ, and PA through telehealth.

Our team includes experienced psychologists, psychiatrists, and therapists who are committed to providing high-quality, compassionate care. Just as importantly, we believe the experience a client has before their first appointment matters. Our intake team plays a major role in making that experience a positive one.

Position Overview

The Mental Health Intake Coordinator is the most important front-line role at NY Mental Health Center.

You will often be the first person a prospective client speaks with when they reach out for help. This is a highly interactive, phone-based position for someone who is comfortable talking to people throughout the day, building rapport quickly, answering questions, following up consistently, and helping prospective clients take the next step toward care.

This is not a traditional back-office healthcare administrative position. Success in this role requires energy, confidence on the phone, organization, and a willingness to proactively reach out to people rather than waiting for them to call back.

Many of our strongest Intake Coordinators have backgrounds in customer service, customer support, patient support, hospitality, telesales, inside sales, call centers, recruiting, or other high-volume client-facing roles.

Mental health or healthcare experience can certainly be helpful, but we are especially interested in people who know how to connect with others, communicate clearly, follow up without hesitation, and create a great customer experience.

What You’ll Do

A large part of your day will be spent communicating directly with prospective and existing clients by phone, text, and email.

Responsibilities include:

• Respond quickly to new client inquiries from phone calls, website inquiries, email, referral partners, and other sources
• Speak with prospective clients throughout the day and help them understand our services and available providers
• Conduct brief 10–15 minute intake consultations to understand what the client is looking for and help determine the appropriate next step
• Help prospective clients feel comfortable moving forward with care
• Schedule psychiatry and therapy appointments
• Make proactive outbound calls to prospective clients who have inquired but have not yet scheduled
• Follow up consistently with people who have not responded or completed the scheduling process
• Re-engage prospective clients who may have initially been unsure about scheduling
• Answer questions regarding providers, scheduling, insurance, telehealth, and the intake process
• Match clients with providers based on clinical needs, preferences, availability, and areas of expertise
• Help clients navigate required intake paperwork, consent
• Follow up to ensure required documentation is completed prior to the first appointment
• Accurately enter and maintain client information in our scheduling, EHR, and billing systems
• Assist with appointment changes, rescheduling, and other client support needs
• Communicate with clinicians and administrative team members to ensure smooth handoffs
• Maintain clear and organized documentation of client communications and follow-up efforts

What Success Looks Like

The strongest people in this role are comfortable taking initiative. If someone reaches out for care and then does not respond, you do not assume they are no longer interested. You follow up. If someone is hesitant about scheduling, you are comfortable having a conversation, answering their questions, and helping them determine whether one of our providers may be a good fit. If the phone rings, you are comfortable answering it. If someone needs to be called, you call them.

At the same time, this is mental healthcare. Clients may be anxious, overwhelmed, frustrated, or going through a difficult period. Successful Intake Coordinators know how to balance persistence with empathy.

Our goal is not to pressure people into treatment. It is to make sure someone who has taken the step of reaching out for help does not get lost in the process.

You May Be a Great Fit If You:

• Enjoy talking to people and are comfortable spending a significant portion of your workday on the phone
• Naturally build rapport with new people
• Are confident making outbound calls and following up multiple times when necessary
• Have worked in customer service, customer support, patient support, telesales, inside sales, recruiting, hospitality, or another high-contact role
• Are comfortable helping someone move from an initial inquiry to scheduling an appointment
• Can be persistent without sounding pushy
• Communicate warmly and professionally
• Stay organized when managing many conversations and follow-ups at the same time
• Are comfortable working in a fast-paced environment where responsiveness matters
• Take ownership rather than waiting to be told what to do next
• Are comfortable learning new technology and working across multiple systems
• Have good judgment and know when a situation needs to be escalated to a clinician or manager

Qualifications

Required

• Strong verbal communication and interpersonal skills
• Confidence speaking with prospective clients by phone
• Previous experience in a customer-facing or client-facing position
• Ability and willingness to make proactive outbound calls and conduct regular follow-up
• Strong organizational skills and attention to detail
• Ability to communicate professionally with individuals who may be experiencing stress or emotional distress
• Comfort using technology and learning scheduling, CRM, EHR, and other software systems

Particularly Relevant Experience

We are especially interested in candidates with successful experience in one or more of the following:

• Customer service
• Customer support
• Patient support or patient scheduling
• Telesales or inside sales
• Call centers
• Recruiting
• Hospitality
• Medical or behavioral health offices
• Intake coordination
• High-volume scheduling or appointment setting

Healthcare experience is helpful but not required. We are very open to candidates coming from outside healthcare who have demonstrated success communicating with customers, following up on leads or inquiries, and providing an excellent client experience.

For Candidates Interested in Mental Health Careers

This can also be an excellent opportunity for someone studying psychology, counseling, social work, or another behavioral health field. You will gain significant exposure to how a large outpatient mental health practice operates, interact regularly with psychologists and psychiatrists, and develop a strong understanding of the process clients go through when seeking mental healthcare.

For high-performing team members pursuing clinical licensure, there may also be opportunities to grow within the organization over time.

Company Description

Why Clinicians Choose Mindwell Associates

We are intentionally building the best of both worlds: enough scale to offer the support, technology, benefits, and resources of a larger organization, while remaining clinician-focused, accessible, and personal.

• Clinical autonomy. We hire excellent clinicians because we trust their judgment. You have the freedom to practice within your professional judgment, scope, and clinical style without unnecessary micromanagement or one-size-fits-all treatment expectations.
• Extensive administrative and operational support. Our team manages the operational work surrounding your practice, including intake, scheduling, client communication, insurance questions, and billing, so you can spend more of your time focused on clinical care.
• Freedom from billing. You should not have to spend evenings chasing claims, collecting payments, or troubleshooting insurance issues. Our administrative team handles billing and related operational work.
• Thoughtful client matching. Our intake process goes beyond finding an open slot. We consider level of care, presenting concerns, your areas of expertise, the populations you prefer to work with, and the type of clinical work you find most meaningful.
• A real clinical community. You will have access to experienced psychologists, therapists, and psychiatrists for consultation, resource sharing, and coordinated treatment planning. Autonomy when you want it; collaboration when you need it.
• Flexible scheduling and strong work/life balance. We want clinicians to have significant flexibility to arrange their work around the rest of their lives while remaining dependable to patients and colleagues.
• Best-in-class technology. We invest in modern clinical and operational technology designed to reduce friction, improve communication, and make practicing easier, not to micromanage your day.
• Direct access to leadership. Clinicians have a voice in how the practice develops. We value feedback from the people using our systems and caring for our patients every day.
• Highly competitive compensation and benefits. Full-time roles offer salary, bonus opportunity, and a strong benefits package designed to reflect the value of great clinicians.

Company Description

Why Clinicians Choose Mindwell Associates

We are intentionally building the best of both worlds: enough scale to offer the support, technology, benefits, and resources of a larger organization, while remaining clinician-focused, accessible, and personal.

• Clinical autonomy. We hire excellent clinicians because we trust their judgment. You have the freedom to practice within your professional judgment, scope, and clinical style without unnecessary micromanagement or one-size-fits-all treatment expectations.
• Extensive administrative and operational support. Our team manages the operational work surrounding your practice, including intake, scheduling, client communication, insurance questions, and billing, so you can spend more of your time focused on clinical care.
• Freedom from billing. You should not have to spend evenings chasing claims, collecting payments, or troubleshooting insurance issues. Our administrative team handles billing and related operational work.
• Thoughtful client matching. Our intake process goes beyond finding an open slot. We consider level of care, presenting concerns, your areas of expertise, the populations you prefer to work with, and the type of clinical work you find most meaningful.
• A real clinical community. You will have access to experienced psychologists, therapists, and psychiatrists for consultation, resource sharing, and coordinated treatment planning. Autonomy when you want it; collaboration when you need it.
• Flexible scheduling and strong work/life balance. We want clinicians to have significant flexibility to arrange their work around the rest of their lives while remaining dependable to patients and colleagues.
• Best-in-class technology. We invest in modern clinical and operational technology designed to reduce friction, improve communication, and make practicing easier, not to micromanage your day.
• Direct access to leadership. Clinicians have a voice in how the practice develops. We value feedback from the people using our systems and caring for our patients every day.
• Highly competitive compensation and benefits. Full-time roles offer salary, bonus opportunity, and a strong benefits package designed to reflect the value of great clinicians.