Intake Coordinator - Behavioral Health

Intake Coordinator

Volunteers of America, Utah is an affiliate of a national, nonprofit, faith-based organization that has served communities across the United States for more than 125 years. Volunteers of America, Utah's mission is to provide community-supported paths for those who are vulnerable to improve their lives and increase their self-reliance. Our programs serve people experiencing challenges related to mental health, substance use, and homelessness. We encourage all who are passionate about making a difference, including individuals with lived experience, to apply.

The Intake Coordinator serves as the primary point of contact for prospective clients and referral sources, overseeing and facilitating the intake and admissions process for all new clients. This role is primarily responsible for coordinating intake activities, ensuring all required documentation is accurately compiled and maintained in accordance with contract and regulatory requirements, and supporting efficient admissions workflow. Secondary responsibilities may include case management and care coordination support to assist clients, admissions clinicians, and continuity of care services as needed.

Essential Duties

• Serve as the initial point of contact for clients, families, and referral partners, creating a welcoming, safe, trauma-informed, and recovery-oriented environment.
• Conduct initial screenings and gather relevant clinical, medical, social, and demographic information to support access to appropriate services.
• Assist clients with the admissions and intake process, including completion of required paperwork, screenings, and questionnaires (e.g., PHQ-9, SDOH, releases of information, consents, and other admission documentation).
• Prepare, organize, and maintain client charts to ensure documentation is accurate, complete, signed, and compliant with agency, contract, and regulatory requirements.
• Coordinate care with internal and external providers by obtaining records, exchanging information, preparing care coordination documentation, and facilitating communication with PCPs, hospitals, probation, and community partners.
• Provide basic case management and care coordination support as needed, including referral follow-up, resource linkage, assistance with barriers to care, appointment coordination, and client outreach.
• Support admissions clinicians and program staff by ensuring intake flow, documentation readiness, and timely movement through open access and admission processes.
• Enter and maintain accurate client information, documentation, and tracking data in UWITS and other required systems.
• Monitor and manage waitlists, timely access expectations, and client follow-up to support prompt engagement in services.
• Prepare, track, and submit required reports and program data, including timely access reports for OPTUM and other contractual or operational reporting requirements.
• Maintain current knowledge of community resources, medical providers, PCP networks, and referral options to support client linkage and continuity of care.
• Maintain regular, reliable attendance and participate in team meetings, trainings, and quality improvement activities as assigned.

Secondary Duties

• Assist in screening clients to determine eligibility, funding source, and appropriateness for services.
• Manage communications (including calls, voicemails, emails, letters, etc.) from potential clients and referral sources inquiring about services in timely fashion, assisting the individual directly or providing a warm handoff to the appropriate staff member.
• Schedule admissions appointments when needed and provide appointment reminders for clients. Manage scheduling and electronic calendar.
• Assist with front office duties as needed, including but not limited to answering phones, checking in clients, and collecting client fees.
• May assist in the de-escalation of clients if a situation arises.
• Task box: type letters and forms, enter and update client information in electronic medical records, including client releases.
• Participate in routine audits to uphold contract requirements.
• Perform other duties as necessary or assigned.

Requirements

Qualifications

• High School diploma or GED.
• Office and customer service experience.
• Knowledge of Microsoft Office.
• Ability to work in a self-guided fashion, balancing competing priorities.
• Efficient and accurate data entry skills.
• Ability to uphold professional boundaries and maintain client confidentiality.
• Experience and sensitivity in working with diverse populations.
• Familiarity with the population we serve and with community resources is preferred.
• Ability to communicate effectively with staff and clients.
• Ability to work well with a team.
• Ability to work in an environment that at times may be stressful.
• Must pass a background check and drug screen.
• Preferred case management certification. Must have the ability to obtain Utah case management certification within 60 days of hire.

Physical Requirements

• Work is generally performed in an office environment, must sit for extended periods of time.
• Some light lifting, no more than 25 lbs. may be required.