Front Desk & Intake Coordinator

Job Description

Job Description

About the Role

Are you organized, detail-driven and passionate about supporting people on their mental health journey? We at New Living Health Services are looking for a Front Desk & Intake Coordinator to be the welcoming first point of contact for our consumers and the operational backbone of our clinical team.

In this role, you'll guide individuals through the intake process, safeguard sensitive medical records and keep our front office running smoothly, all while playing a vital part in the care experience we provide every day.

If you take pride in accuracy, confidentiality and creating a warm, professional environment for clients and clinicians alike, we'd love to meet you.

What You'll Do

Intake & Front Desk Operations

• Greet and guide consumers from intake through CSW assignment, documenting each step accurately
• Own the main department phone line and respond to emails within 24 hours or by the next business day
• Schedule, confirm and reschedule intake appointments including documenting no-shows and arranging follow-up visits
• Verify Medicaid and HMO coverage for all scheduled intakes
• Order office and clinical supplies as needed

Medical Records Management

• Obtain, scan and file releases of information and other intake documentation into the consumer's chart by the end of each business day
• Pull records accurately and efficiently for patient care, quality reviews, and audits
• Coordinate the release of medical information to insurance companies, attorneys and state and federal agencies and notify requesters when records are ready
• Process subpoenas and court orders under the direction of the HIMS Director
• Verify authorizations in line with NLHCS policies and applicable state and federal laws
• Stamp and log all record requests in the correspondence log book
• Retrieve files to resolve provider deficiency errors in both electronic and paper records

Clinical & Compliance Support

• Provide the clinical team with required documents and forms
• Resolve Red X errors on both the billing and clinical sides of the Credible system, alerting clinicians when corrections are needed
• Credential clinicians with CAQH, Medicaid/Medicare, and HMO systems
• Assist with departmental audits and medical records investigations
• Safeguard the confidentiality of all patient information at every step

Team & Organizational Citizenship

• Build positive working relationships within the department and across teams
• Participate in staff meetings, in-service trainings, conferences, and staff development programs
• Complete all required internal and external trainings
• Deliver excellent customer service in every interaction

What We're Looking For

• Strong organizational skills and meticulous attention to detail
• Excellent communication skills, both written and verbal
• Comfort handling confidential information with discretion and integrity
• Ability to juggle multiple priorities in a fast-paced behavioral health setting
• Familiarity with electronic health records (Credible system experience a plus)
• Working knowledge of Medicaid, Medicare, and HMO insurance verification preferred
• Prior experience in medical records, intake, or a healthcare front desk role is a strong advantage

Required Credentials

You'll need to provide and maintain current copies of:

• PPD test or chest x-ray (renewed annually)
• CPR certification (renewed prior to expiration)

Compliance & Standards

All work must be performed in compliance with:

• The District of Columbia's Mental Health Standards
• Council on Accreditation (COA) standards
• Department of Behavioral Health (DBH) policies and procedures
• All applicable federal, state and local laws
• New Living Health Services, LLC internal policies

Why Join New Living?

At New Living Health Services, you're not just filling a role you're helping people access care that changes lives. Our team is collaborative, mission-driven and committed to excellence in behavioral health services for the DC community. As our Front Desk & Intake Coordinator, you'll be at the heart of that mission every single day.

New Living Health Services, LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.