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.Patient Intake & SchedulingRespond to phone calls, referrals, emails, and online inquiries from prospective patients.Conduct initial intake screenings to gather demographic, clinical, and insurance information.Assess patient needs and match them with appropriate providers and services.Schedule psychiatric evaluations, medication management appointments, and therapy sessions.Maintain provider schedules and optimize appointment availability.Manage waitlists and follow-up with prospective patients regarding openings.Insurance & Financial CoordinationVerify insurance eligibility and behavioral health benefits.Communicate estimated patient financial responsibility, including copays, deductibles, and self-pay fees.Obtain authorizations and referrals as required by insurance plans.Explain practice policies, payment expectations, and consent requirements.Documentation & ComplianceEnsure all intake paperwork, consent forms, and releases of information are completed prior to appointments.Enter and maintain accurate patient information within the electronic medical record (EMR).Maintain HIPAA compliance and confidentiality of patient information.Document patient interactions and scheduling activities accurately and timely.Care CoordinationCollaborate with psychiatrists, psychiatric nurse practitioners, therapists, and administrative staff to coordinate patient care.Facilitate communication between patients, providers, referral sources, and family members when authorized.Monitor referral status and ensure timely patient onboarding.Provide information regarding practice services, treatment options, and appointment expectations.Patient ExperienceDeliver exceptional customer service with empathy and professionalism.Assist patients experiencing barriers to care and connect them with appropriate resources.Handle sensitive conversations with discretion and compassion.Resolve scheduling conflicts and patient concerns efficiently.Required QualificationsHigh school diploma or equivalent required; associate's or bachelor's degree preferred.Minimum 1–2 years of healthcare, behavioral health, medical scheduling, or patient intake experience.Knowledge of medical terminology and behavioral health services preferred.Experience with EMR/EHR systems.Strong organizational, multitasking, and problem-solving skills.Excellent verbal and written communication skills.Proficiency in Microsoft Office and scheduling software.Preferred QualificationsExperience in psychiatric, psychological, counseling, or behavioral health settings.Knowledge of insurance verification and prior authorization processes.Familiarity with mental health diagnoses and levels of care.Bilingual abilities are a plus.Key CompetenciesCompassion and empathyCustomer service excellenceAttention to detailTime managementProfessional communicationConfidentiality and discretionConflict resolutionTeam collaborationCritical thinking and decision-makingPerformance MetricsIntake-to-appointment conversion rateAverage response time to new patient inquiriesAppointment scheduling accuracyInsurance verification accuracyPatient satisfaction scoresProvider schedule utilizationDocumentation completeness and compliancePhysical RequirementsProlonged periods of sitting and computer use.Ability to communicate effectively by phone, video, and in person.Ability to occasionally lift up to 15 pounds.Work EnvironmentOutpatient psychiatric and behavioral health clinicFast-paced environment requiring frequent patient interaction and coordination among clinical and administrative teams. #J-18808-Ljbffr