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 & Scheduling Respond 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 Coordination Verify 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 & Compliance Ensure 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 Coordination Collaborate 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 Experience Deliver 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 Qualifications High 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 Qualifications Experience 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 Competencies Compassion and empathy Customer service excellence Attention to detail Time management Professional communication Confidentiality and discretion Conflict resolution Team collaboration Critical thinking and decision-making Performance Metrics Intake-to-appointment conversion rate Average response time to new patient inquiries Appointment scheduling accuracy Insurance verification accuracy Patient satisfaction scores Provider schedule utilization Documentation completeness and compliance Physical Requirements Prolonged 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 Environment Outpatient psychiatric and behavioral health clinic Fast-paced environment requiring frequent patient interaction and coordination among clinical and administrative teams.