Job Description Summary

The Intake Coordinator is a non-clinical role in the Mental Health Department and reports to the Mental Health Director. This position is in-person, hourly, and full-time.

The Intake Coordinator plays a critical role in the operations of our Mental Health team. They will guide mental health referrals through the waitlist and intake process, fielding initial inquiries from clients and providers, conducting clinical intake calls, matching clients with therapists, and assisting with collection and verification of documentation and portal enrollment. Additionally, they will oversee front desk operations, including check-in/out, answering phones, and insurance verifications, and will schedule appointments including intakes and follow ups, and coordinate specialty care for patients, particularly those from transgender and gender-diverse communities.

Objectives & Responsibilities

• Serve as the first point of contact for Mental Health clients and providers, providing a welcoming and supportive environment.
• Conduct clinical intake calls, maintain updated psychotherapy waitlists and match clients with appropriate psychotherapists.
• Manage referrals, waitlist, and scheduling for psychotherapy clients, psychiatric medication management clients, letter of support appointments, and neurobehavioral assessments.
• Assist in leading and coordinating all aspects of the business office, including front desk operations and patient flow.
• Conduct insurance verifications for all Mental Health appointments.
• Answer and route mental health crisis calls to the Mental Health Nurse and team providers.
• Maintain well-organized appointment schedules and electronic patient records for the Mental Health team.
• Coordinate patient referrals to specialty providers, obtaining authorizations and ensuring timely follow-up.
• Manage medical records requests for Mental Health patients.
• Maintaining, updating, and creating operational workflows.
• Enroll patients in the electronic health portal, update patient demographics, insurance information, and all other relevant data necessary to maintain patient EHR records and facilitate safe and effective care.
• Assist with paperwork for patient care, medical compliance, and reporting.
• Maintain strict confidentiality regarding patient information.
• Perform other administrative duties as assigned.

Required Skills/Abilities

• Excellent communication skills, both written and verbal.
• Strong customer service skills and ability to create a welcoming environment.
• Knowledge of trauma informed care, use of appropriate clinical terminology, and experience working with diverse populations, specifically transgender and gender-diverse communities and neurodiverse populations.
• Proficiency in Microsoft Office Suite, Adobe products, and EMR systems (preferably Epic).
• Detail-oriented with excellent organizational skills.
• Ability to work independently and manage multiple tasks efficiently.
• Skilled at collaboration with a small care team.
• Experience in an office setting, preferably in mental healthcare.

Qualifications & Experience

• Minimum 1 year experience in a mental health setting preferred.
• Minimum of one year of experience in an office setting with relevant responsibilities.
• Prior experience working with diverse populations and familiarity with medical EMRs/databases preferred.
• Must pass a criminal background check

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee may be required to perform repetitive motions that may include the wrists, hands, and/or fingers. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. There are no adverse environmental conditions expected.

Reasonable accommodations will be reviewed upon request.

Gender-diverse and BIPOC candidates are encouraged to apply!

Job Type: Full-time

Pay: From $22.00 per hour

Expected hours: 40 per week

Benefits:

• 403(b)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off

Healthcare setting:

• Clinic
• Outpatient

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Northampton, MA: Relocate before starting work (Required)

Work Location: In person