Intake Coordinator

Stella Mental Health is a leading provider of breakthrough mental health treatments for depression, PTSD, anxiety, and trauma. We utilize cutting-edge modalities, including ketamine infusions, intranasal esketamine (Spravato), transcranial magnetic stimulation (TMS), Stellate Ganglion Block (SGB), and integrative therapy, to help our patients achieve lasting relief. We are a community of compassionate, mission-focused professionals who support our patients and each other throughout their healing journey.

About the Role

We are looking for a full-time Intake Coordinator to join our Transformative Care Center (TCC) team. This is a fully remote role - candidates must be available Monday through Friday, 9:00 AM- 6:00 PM /6:30 PM PST. (Bilingual- English/Spanish highly preferred)

The Intake Coordinator serves as the first point of contact for patients, creating a welcoming and supportive introduction to care. This role guides patients through their journey by answering questions, scheduling appointments, verifying insurance, and ensuring all information is accurate and complete. By combining empathy, professionalism, and problem-solving, the Intake Coordinator helps patients overcome obstacles, connects them with the right services and providers, and ensures a seamless transition into care.

Essential Duties and Responsibilities

The essential duties and responsibilities include the following. Other duties may be assigned.

Our Team
• Role model the organization's mission, vision, and values in every interaction with team members, providers, and patients.
• Work closely with clinic providers, administrative staff, and TCC teammates to ensure seamless coordination and clear communication across teams.
• Participate actively in team meetings, daily huddles, and required trainings to enhance knowledge, alignment, and service quality.
• Build trust and credibility with clinic teams, serving as a direct extension of each clinic and a key partner in patient care delivery.
• Communicate effectively and professionally through Microsoft Teams, email, and EMR platforms, maintaining responsiveness and accountability.
• Foster a positive, collaborative culture by using a compassionate, patient-centered approach in all interactions.
• Identify workflow opportunities and participate in process improvement initiatives while adhering to established policies and procedures.

Our Patients
• Embody Transformative Service principles by creating exceptional first impressions and fostering meaningful, lasting patient relationships.
• Apply the AGILITY call philosophy to understand patient needs and connect them with appropriate services, providers, and care pathways.
• Educate patients on available treatments, programs, and next steps using clear, accessible, and supportive communication.
• Coordinate patient scheduling across multiple clinics and providers to ensure optimal appointment flow and preparedness.
• Verify insurance eligibility and provide accurate guidance on coverage and financial considerations.
• Provide appointment preparation instructions, consent information, and orientation to clinic expectations and policies.
• Manage referrals, care transitions, and follow-up communications to support continuity of care.
• Respond promptly and professionally to patient inquiries via phone, email, and voicemail in accordance with service level standards.
• Maintain strict confidentiality of patient health and financial information in compliance with HIPAA.

Our Business
• Maintain accuracy and completeness of patient data within EMR and CRM systems.
• Adhere to HIPAA and all applicable privacy, compliance, and regulatory standards.
• Support efficient schedule management by minimizing appointment gaps through proactive coordination and communication.
• Assist with referral processing, document management, and administrative tasks as assigned.
• Contribute to billing accuracy by following established authorization, payment, and documentation procedures.
• Demonstrate adaptability, professionalism, and reliability in a fast-paced, evolving work environment.

Qualifications

Required:
• High school diploma or equivalent.
• 1-3 years of experience in a healthcare, call center, or patient access environment.
• Proven ability to manage a high call volume and maintain service quality under pressure.
• Excellent communication, empathy, and organizational skills.
• Experience with EMR systems, insurance verification, and scheduling workflows.
• Strong attention to detail and ability to follow established procedures accurately.

Preferred:
• Associate's or Bachelor's degree in Healthcare Administration or a related field.
• Experience in behavioral health or integrated care settings.
• Familiarity with CRM systems and HIPAA compliance standards.
• Bilingual - English/Spanish preferred.

Why Work With Us?

At Stella Mental Health, we recognize that we have a responsibility to foster a culture of respect, empathy, and collaboration among our team, patients, and partners. Our vision is to be a leader in delivering patient-centered care that respects and celebrates diversity, promotes equity and inclusion, and improves health outcomes for all.

Ready to Make an Impact?

If you are highly motivated and passionate about providing exceptional patient care, we encourage you to apply. We can't wait to hear from you!

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off (including your birthday off)
• Vision insurance
• Paid Parental Leave

Schedule: Monday to Friday, 9:00 AM- 6:00 PM /6:30 PM PST

Requirements:
• Healthcare, call center, or patient access experience: 1 year (Required)
• Insurance verification / scheduling: 1 year (Required)
• EMR or CRM experience: 1 year (Preferred)
• Bilingual English/Spanish (Preferred)

MUST BE ABLE TO WORK 9:00 AM- 6:00 PM /6:30 PM PST (Monday- Friday)

Job Type: Full-time

Pay: $20.00 - $26.00 per hour PLUS monthly bonus potential

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

-Paid Parental Leave

At Stella, we believe that diversity, equity, and inclusion are essential values that enrich our work environment and enhance our ability to serve diverse communities. We strive to integrate these values into every aspect of our organization, from hiring and training to policies and practices. Our vision is to be a leader in delivering patient-centered care that respects and celebrates diversity, promotes equity and inclusion, and improves health outcomes for all.

What We Offer:

A supportive and collaborative work environment.

A mission-driven organization that makes a positive impact on people's lives.

The pay range for this role is:

20 - 26 USD per hour (Remote (United States))