Intake Coordinator

Job Title: Intake Coordinator
Reports To: Chief Operating Officer
Job Type: Full-Time

Job Summary:
The Intake Coordinator is responsible for managing the initial admission process for individuals seeking treatment for substance abuse. This role involves assessing clients, gathering necessary documentation, verifying insurance eligibility, and ensuring a smooth transition into the treatment program. The Intake Coordinator serves as the first point of contact for clients and their families, providing compassionate support and guidance.

Key Responsibilities:

• Conduct initial screening to evaluate the client's substance use history, medical background, and psychosocial needs.

• Greet and assist individuals, families, and referral sources both in person and over the phone.

• Gather and verify all required documentation, including medical history, consent forms, and insurance information.

• Coordinate with clinical and administrative staff to ensure a seamless admission process.

• Maintain accurate and confidential client records in compliance with HIPAA and facility policies.

• Assist in crisis intervention and provide emotional support to clients and families as needed.

• Schedule intake appointments and facilitate orientation sessions for new clients.

• Collaborate with referral sources, insurance providers, and external agencies to facilitate client admissions.

• Provide referrals to external resources if the client does not meet admission criteria.

• Monitor and follow up on pending applications or pre-admission requirements.

• Ensure compliance with state and federal regulations regarding substance abuse treatment admissions.

Core Competencies:

1. Communication & Team Collaboration

• Work closely with Assessment Counselor and Administrative Teams to ensure a smooth intake and admission process.

• Follow up with prospective clients, families, and referral sources to provide updates or gather additional information.

• Maintain accurate call logs and track in-person inquiries for reporting and follow-up purposes.

• Participate in team meetings and training sessions to stay informed on best practices and policy changes.

2. Client Relationship Management

• Strong focus on understanding and meeting client needs, ensuring satisfaction and loyalty.

• Address client issues efficiently and work toward practical solutions to enhance the client’s experience.

• Strategies for maintaining long-term relationships with clients by providing excellent support and engaging with them regularly.

3. Project Management

• Ability to manage multiple client projects, schedules, and tasks concurrently, prioritizing based on urgency and importance.

• Efficiently allocate time to tasks and deadlines, ensuring all client needs are addressed promptly.

• Attention to the specifics of client requests and project requirements, ensuring nothing is overlooked.

4. Collaboration and Teamwork

• Work closely with internal teams (sales, operations, clinical, etc.) to ensure clients’ needs are met.

• Ability to collaborate with other departments to improve client experiences and achieve company goals.

• Handle disagreements or concerns both internally and with clients, finding solutions that satisfy all parties.

5. Adaptability and Flexibility

• Ability to adapt to changing client needs, company priorities, or market conditions.

• Staying composed under pressure, handling demanding clients or situations without compromising service quality.

• Willingness to continuously improve skills and learn about new tools, technologies, or industry trends.

6. Cultural Competence and Empathy

• Awareness of and respect for cultural differences, ensuring inclusive and respectful communication with clients from diverse backgrounds.

• Understanding and connecting with clients’ emotions and needs, which helps in building trust and loyalty.

7. Strategic Thinking

• Work with clients and internal teams to set and meet specific, measurable goals.

• Ability to foresee potential issues and proactively develop solutions or preventive strategies to address them.

8. Documentation and Compliance

• Accurately enter intake information into the electronic health record (EHR) system.

• Verify client eligibility, insurance coverage, and funding options, working with billing staff as needed.

• Maintain compliance with HIPAA regulations and confidentiality standards.

Qualifications:

• High school diploma or equivalent required

• Experience in substance abuse treatment, healthcare, or social services preferred.

• Knowledge of HIPAA regulations and confidentiality policies.

• Strong communication and interpersonal skills with the ability to provide compassionate support.

• Proficiency in electronic health records (EHR) and Microsoft Office applications.

• Ability to multitask and work in a fast-paced environment.

• Familiarity with insurance verification processes is a plus.

Work Environment:

• Office setting within a treatment facility.

• Interaction with individuals in various emotional states.

• May require occasional evening or weekend hours based on client needs.