Intake Specialist

Intake Specialist

Since 1958, United Counseling Service (UCS) has been dedicated to providing exceptional care and support to individuals and families in our community. Through a wide range of programs, services, and educational opportunities, we strive to meet the diverse needs of those we serve. Our team includes professionals from various fields, including administration, clinical services, nursing, education, case management, psychiatry, and direct support, working across 17 facilities throughout Bennington County. As a proud affiliate of Vermont Care Partners—a statewide network of 16 non-profit community-based agencies—we deliver comprehensive mental health, substance use, and intellectual and developmental services across Vermont. We are currently seeking compassionate, motivated team players to join us in making a positive impact and building a stronger community.

Under the direction of the Office Manager, the Intake Specialist is the initial point of contact for individuals requesting services. This position gathers vital information, completes the admission process, and aligns individuals with the appropriate clinical services. The Intake Specialist is responsible for collecting, maintaining, and reporting data pertinent to Universal Access processes. This position also updates and maintains community resource information, collaborates with other agency staff for coordination of services, and conducts outreach to community members as needed.

Essential Duties and Responsibilities:

• Manage initial access, intake, and admission:
• Answer, screen, and respond to inquiries from prospective clients by telephone and email.
• Conduct professional and courteous intake interviews; obtain demographic, financial, insurance, and other pertinent information.
• Complete the intake and admission process in accordance with Agency policies, procedures, and protocols.
• Obtain required consents, disclosures, screeners; and ensure all admission documentation is accurately completed, signed, and entered into the Electronic Health Record (EHR) in a timely manner.
• Maintain client dignity, privacy, confidentiality, and a client-centered approach throughout the process.

• Verify insurance and eligibility:
• Collects and reviews insurance information to determine eligibility and alignment with Agency provider's credentials.
• Communicate with the Managed Care Coordinator regarding any uncredentialed insurance and assist individuals in identifying appropriate service options or alternative providers when Agency services cannot be accessed.

• Facilitate Same Day Access and service coordination:
• Assess initial needs and connect individuals with appropriate Agency programs and services, including SDA (Same Day Access), Emergency Services and other applicable services.
• Work collaboratively with other staff members regarding client needs, psychiatric questions, appointments, waitlists, and access to services, ensuring individuals receive timely access to appropriate services.

• Coordinate referrals and community resources:
• Connect children, adults, and families with appropriate internal and external medical, behavioral health, social, educational, and community resources based on identified needs.
• Provide appropriate referrals to private therapists and other community providers for individuals who are uninsured, have insurance not accepted by the Agency, or reside outside the Agency's catchment area.

• Maintain provider and referral resources:
• Update and maintain the Provider Look Up report and Behavioral Health Referral List monthly, including current provider contact information, and post updated resources to SharePoint.

• Maintain access data and reporting:
• Review call intake information, follow up on incoming calls, prepare and maintain monthly Access reports, and track Universal Access (UA) call intake information in the Call Data Excel spreadsheet on a weekly basis.
• Log accurate data to the Access to Care Team to support monitoring, evaluation, and service planning.

• Support Universal Access operations and staff development:
• Provide support to the Outpatient Intake Clinician.
• Provide initial training on the UA workflow to new staff and employees providing UA coverage.

• Develop community and employer partnerships:
• Work with local businesses and community organizations to promote awareness and utilization of Employee Assistance Program (EAP) services.

• Provide Front Desk coverage as needed:
• Cross-trained on Front Desk responsibilities and procedures to provide coverage and support as needed, ensuring continuity of operations and responsive customer service.

Qualifications / Education / Experience:

• BS/BA in Human Services preferred, or 3-5 years of relevant work experience in the following field(s): Behavioral Health, Customer Service, Administrative Support.
• Strong computer skills with experience using Microsoft Office and Electronic Health Record preferred.

Location & Hours:

This is an in-office position performed at Ledge Hill Drive in a shared workspace, shared office, or private office, depending on availability and operational needs. Core hours are 8:00 a.m. – 5:00 p.m. or 9:00 a.m. – 6:00 p.m., with a one-hour lunch break. The employee's schedule will be assigned based on operational needs.

Travel:

Travel to agency facilities may be required. Other travel may be required to attending meetings and trainings.