Mental Health Referral Coordinator

Tennessee Voices Inc. is Tennessee's collaborative leader in mental health and family well-being. Each year, we serve thousands of children, parents, and adults across all 95 counties with services that prevent crisis, heal trauma, and build long-term stability. Our model works because it's whole-family, trauma-informed, and community-driven. By healing parents alongside their children, providing critical resources like housing and mental health support, and advocating for systemic change, TN Voices helps families thrive and communities grow stronger.
This role combines customer service, intake coordination, and administrative support for behavioral health services. Responsibilities include assisting clients and families, managing referrals, scheduling appointments, maintaining records, verifying insurance, and coordinating care and resources. The position also supports office operations, program compliance, reporting, and Behavioral Health Safety Net services.
Provides information, referrals, advocacy, and support to inquirers who contact the agency via telephone, email, or internet.
Completes intake and documents contacts in Qualifacts Point of Entry database.
Ensures callers are linked to resources and information necessary to address needs either directly or through referral to TNV programs.
Disseminates resources and other informational documents to inquirers.
Gathers pertinent documents (IEPs; Distributes, maintains monthly satisfaction surveys and survey monkey questionnaire, and runs monthly and quarterly reporting on surveys.
Assist with gathering information and processing the release of medical records.
Ensure proper front desk coverage, answering phone calls and greeting guests.
Responsible for implementing and assuring building maintenance/needs are met.
Knowledge of the service area and of TNV clinical resources for youth, families, and adults.
Facilitate each client's progress through the complete intake process, referral to program engagement.
Assist with gathering all information for Behavioral Health Safety Net (BHSN) and enter into EHR as well as State Portal to manage BSHN admissions.
Assist with monthly care coordination for those enrolled in BHSN Program for the purpose of linking to clinically indicated services or to benefits that would provide an alternative payer source for services. Monitoring and follow-up activities for care
Monitoring and assisting with follow-up for therapy, medication management, pharmacy assistance, lab-work and community engagement.
Ensure youth and families/natural support, where appropriate, are engaged in all aspects of the Intake process or BHSN program as appropriate.
Assist with the scheduling for all clinical services for service providers, including therapy, psychiatry, and intake services and adjust need to accommodate service recipients and service provider using Microsoft Office and electronic health record software.
Assist with the scheduling phone line and be available during business hours to take calls pertaining to scheduling and medical records.
Enter all service recipient information in EHR system, scan all new service recipient medical records into EHR system and ensure accuracy of patient information, demographics, insurance and any additional information.
Assist with verifying and confirming copay information and coinsurance information for all commercial insurances and enter into EHR.
Follow up with referrals for TN Voices within 24 business hours of receipt of referral.
Work with Clinical Director to receive referrals for medical records and provide appropriate follow-up with referrals to send out required paperwork.
High school diploma or equivalent. Bachelors or Associate degree in social or behavioral science or closely related field strongly preferred.
Non-profit organization experience and work history within child serving systems preferred.
Three years customer service preferred
Excellent collaboration, exemplary customer service, and time management skills.
Knowledge of the developmental, mental, emotional, relational, and social needs of children, youth, and young adults.
Desire to help and support individuals, parents of youth and adolescents with strong customer service skills.
Commitment to system of care principles, cultural competency & effective teamwork.
Proven ability to train and provide leadership.
Strong computer and organizational skills.
Proficient in Microsoft Office.
Ability to travel, access to reliable transportation and current auto insurance required.
Certificates, Licenses, Registrations: Provides exceptional service to youth, families, and community partners by responding to inquiries, offering information and referrals, advocating for client needs, and ensuring a positive service experience throughout the intake and care coordination process.
Facilitates access to behavioral health and community resources by conducting intake activities, coordinating referrals, monitoring service engagement, supporting BHSN participants, and connecting individuals to appropriate services and benefits.
Effectively communicates with diverse internal and external stakeholders through verbal, written, and electronic means while building collaborative relationships with clients, families, providers, and community partners.
Maintains accurate documentation, scheduling, medical records, surveys, insurance verification, and office operations while ensuring compliance with organizational standards and deadlines through strong organizational and technology skills.
Demonstrates commitment to system-of-care principles, cultural responsiveness, confidentiality, HIPAA compliance, CARF standards, and ethical practices while supporting diverse youth, families, and communities.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Performance Evaluation: Performance Reviews are completed electronically by the employee's direct supervisor then reviewed and approved by regional or program leadership. Employees are given the opportunity to review their performance evaluation with their supervisor and will be required to acknowledge receipt of the annual review electronically.

We foster belonging and celebrate one another. We lead with heart and serve with purpose. We listen with care and assume the best in others. We stay present and grounded, even when things are difficult, because we believe in the future we're building for every child, family, person, and community we serve.
We are driven by a deep passion for service and guided by the voices of those we serve. Our purpose is to help others flourish and build resilience and a better future. employee must have met the personal and professional development requirements established by the company and must have demonstrated strong on-the-job performance. All employees are expected to uphold the highest standards of integrity and ethical conduct, comply with all applicable laws, regulations, and organizational policies (including HIPAA and confidentiality requirements), promptly report compliance concerns, and actively participate in required compliance and ethics training to support a culture of accountability and quality care.