Intake Access Coordinator

Intake Access Coordinator

Clarity Clinic is an interdisciplinary group private practice of Psychiatrists, Psychiatric Advanced Practice Providers, Psychologists, and Therapists. Our mission is to thoughtfully guide the whole person on their journey to find clarity and mental wellness by providing exceptional holistic care.

Our staff of Psychiatrists, Advanced Practice Providers, and Psychotherapists offer the latest medication, psychological assessment, and therapy treatment as we help guide our patients toward mental wellness and a balanced personal and professional lifestyle. Our team offers a broad range of specialties, services, and orientations to support and help all people regardless of their place in life.

The Intake Access Coordinator is the first point of contact for prospective clients, families, and referring providers across designated Clarity Clinic service lines. This non-clinical role manages all intake activity that occurs before the assessment is scheduled, including gathering pre-assessment information, providing initial cost estimates, coordinating scheduling, and ensuring timely and warm handoffs to the Intake Coordinator. The Intake Access Coordinator operates under the supervision of the Director of Intake and follows established protocols and escalation pathways at all times, never providing clinical recommendations.

Duties/Responsibilities

• Answer and triage incoming calls, emails, and web inquiries with professionalism, compassion, and urgency.
• Gather required pre-assessment information from prospective clients and referral sources.
• Provide patients with a general cost estimate prior to scheduling the intake assessment.
• Schedule intake assessments with the Intake Coordinator and confirm logistics with patients.
• Conduct pre-assessment follow-up calls, including callbacks, appointment confirmations, and referral status updates.
• Complete pre-assessment documentation accurately and same-day in EHR, including demographics, referral source, insurance information, and any clinical flags noted during initial contact.
• Manage therapy matching outreach per the CC-CTS_IOS protocol, including IRL review blocks, first and second-attempt outreach, and scheduling for patients selecting the "H" option.
• Handle neuropsych testing outreach and scheduling in coordination with the neuropsych testing team.
• Manage TMS scheduling and coordination following Intake Coordinator clinical clearance.
• Manage Esketamine scheduling and coordination following Intake Coordinator clinical clearance.
• Coordinate program orientation scheduling and admission logistics for admitted patients per Intake Coordinator direction.
• Apply defined escalation protocols immediately for any safety concern, clinical urgency, insurance question beyond Rep scope, or level-of-care question. Never provide clinical recommendations.
• Escalate any indication of self-harm, suicidal ideation, or immediate safety risk to clinical staff without delay, consistent with Clarity Clinic's crisis escalation protocol.
• Document every escalation in EHR same-day: what was said, who was notified, and the outcome.
• Adhere to HIPAA, the Illinois Mental Health and Developmental Disabilities Confidentiality Act (MHDDCA), and all applicable Clarity Clinic privacy and confidentiality policies.
• Maintain documentation practices that support audit readiness for Joint Commission Behavioral Health Care and Human Services (BHCS) review.
• Participate in intake team meetings, trainings, and quality improvement activities.
• Perform other duties as assigned by the Director, Intake.

Qualifications and Minimum Requirements

• High School Diploma required; Associate's or Bachelor's degree from an accredited institution preferred.
• Minimum 1 year of customer service, healthcare scheduling, or behavioral health administrative experience.
• Knowledge of behavioral health services and terminology preferred.
• Proficiency in Microsoft Office Suite and multi-line phone systems.
• Exceptional customer service and communication skills; ability to engage with clients in emotional distress with patience and professionalism.
• Strong organizational skills and attention to detail; ability to manage high call volume without sacrificing quality.
• Familiarity with EHR platforms, AdvancedMD preferred, or ability to learn quickly.
• Ability to maintain strict confidentiality and exercise sound judgment.
• Availability to work a schedule that may include some evenings and/or weekends as needed.

Role Competencies

• Escalation Judgment & Safety Awareness Recognizes safety concerns, clinical urgency, and level-of-care questions immediately and routes them through the defined escalation pathway without delay, never offering a clinical opinion outside the scope of the role.
• Compliance & Documentation Accuracy Completes same-day EHR documentation for every pre-assessment contact and escalation, supporting HIPAA, Illinois MHDDCA, and Joint Commission audit readiness.
• Multi-Service Line Coordination Manages simultaneous outreach and scheduling workflows across Therapy Matching, Neuropsych Testing, TMS, and Esketamine without dropping handoffs to Intake Coordinators.
• Compassionate, Client-Centered Communication Engages prospective patients and families in distress with warmth and professionalism, holding tone and pace steady across high call volume.
• Protocol Adherence & Follow-Through Executes defined outreach sequences, such as CC-CTS_IOS first and second-attempt outreach, completely and on schedule, without deviation.
• Accurate Financial Communication Delivers cost estimates clearly and consistently, setting expectations before scheduling without overstepping into insurance determinations reserved for clinical or billing staff.
• Reliability in High-Volume Environments Maintains consistent quality and pace across high call and message volume, including evening and weekend coverage as scheduled.
• Cross-Team Handoff Quality Provides Intake Coordinators with complete, accurate pre-assessment information, enabling a warm and seamless transition for prospective patients.

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate effectively with others, frequently required to sit and use a keyboard, and must occasionally lift and/or move up to 25 pounds.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform related duties as assigned by their supervisor.

We celebrate diversity when it comes to all backgrounds and identities, and we encourage applications from minorities, LGBTQ+ individuals, candidates of all ages, and nontraditional backgrounds.

Clarity Clinic is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.