Intake Coordinator

Intake Coordinator

The Intake Coordinator is responsible for managing the front-end patient intake process in an outpatient behavioral health setting. This role ensures the timely, accurate, and compassionate onboarding of patients while maintaining high standards of customer service, communication, and compliance. The Intake Coordinator utilizes systems such as Valant (EHR), Salesforce (CRM), and Podium (patient communication platform) to coordinate care, track referrals, and support efficient admissions workflows.

Responsibilities

• Serve as the first point of contact for incoming patient inquiries via phone, email, and messaging platforms
• Conduct initial intake screenings and gather required patient information
• Schedule patients based on provider availability, level of care, and clinical needs
• Ensure timely follow-up with all referrals and patient inquiries

• Accurately enter and maintain patient information in Valant (EHR)
• Utilize Salesforce to track referral sources, patient pipeline, and admissions activity
• Communicate with patients through Podium for appointment confirmations, follow-ups, and engagement
• Ensure all documentation is complete, accurate, and entered in a timely manner

• Verify insurance eligibility and benefits, including authorization requirements
• Communicate coverage details clearly to patients and coordinate with billing when needed
• Work closely with providers and clinical staff to ensure appropriate placement and scheduling

• Demonstrate professional, compassionate, and clear written and verbal communication at all times
• Provide excellent customer service to patients, families, and referral sources
• Address patient questions, concerns, and barriers to care with empathy and urgency
• Maintain strong communication with internal teams to ensure smooth coordination of care

• Maintain compliance with HIPAA and organizational policies
• Ensure accuracy and completeness of all intake documentation
• Follow established workflows and protocols for admissions and scheduling

Qualifications

Education & Experience

• High school diploma or equivalent required; associate preferred
• 12 years of experience in healthcare admissions, intake, or patient coordination preferred
• Experience in behavioral health or outpatient settings strongly preferred

Skills & Competencies

• Strong written and verbal communication skills
• Experience with Valant (EHR), Salesforce (CRM), and/or Podium preferred
• Excellent phone etiquette and customer service skills
• Strong attention to detail and organizational skills
• Ability to multitask and work in a fast-paced environment
• Knowledge of insurance verification and healthcare workflows
• Understanding of HIPAA and patient confidentiality requirements

Key Performance Indicators (KPIs)

• Timeliness of patient follow-up and scheduling
• Accuracy and completeness of documentation
• Referral conversion rates
• Patient satisfaction and communication quality
• No-show and cancellation rates

Work Environment

• Outpatient behavioral health clinic setting
• Fast-paced, team-oriented environment
• Frequent communication with patients, providers, and administrative staff

Why This Role Matters

The Intake Coordinator plays a critical role in ensuring patients have timely access to behavioral health services. By providing strong communication, accurate coordination, and efficient use of systems like Valant, Salesforce, and Podium, this role directly impacts patient experience and organizational success.