Intake Coordinator

Summary/Objective:  

The intake coordinator manages the access to care process of persons served as they enter and the Boundless continuum of services and throughout their ongoing care. The intake coordinator uses independent professional judgment to conduct initial assessments of needs and determines the applicable next steps to access the appropriate levels of care and service. This role is critical to ensuring and supporting access to care for referred individuals as well as individuals currently being served at IAB and BHI. This position is assigned to the Access Team and works collaboratively within that team.  

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Communicate daily with referral sources using independent professional judgment to assist them identifying what services would be appropriate for the patient and assisting individuals with selecting services that will meet their needs and referring accordingly. 
• Assess and triage crisis calls determining urgent, emergent, and routine status of the patient and referring the individual accordingly. 
• Determine scheduling with the correct clinician based on the clinicians’ specialized skills and the unique individual needs of the person served. 
• Determine appropriate community providers to refer to when services are not available within the Boundless organization and provide that information to the person requesting services. 
• Determine appropriate internal services by discussion with the person inquiring about and referring individuals to the appropriate program department. 
• Process all inbound and outbound inquiry/referral phone calls, voicemails, emails, telehealth video chats, online chats, Electronic Health Record (EHR) related assignments, website forms, faxes, etc. for all services within IAB. 
• Manage agency, service, and program specific workflows within access to care and initiate change to facilitate streamlined and efficient processes. 
• Maintain and exhibit exceptional interpersonal skills to ensure overall excellent customer service. 
• Keep current with any changes, rules, regulations within the Ohio Department of 

• Education and Ohio Department of Mental Health, CARF, CQL and ODJFS as may affect enrollment processes. 

• Assist in managing program enrollment statuses within the EHR. 
• Arrange for translation services as needed by individuals served during the access to care process. 
• Manage scheduling for diagnostic assessments, psychological testing, psychiatric evaluations, ABLLS, educational assessments, etc. 
• Coordinate with all departments and clinical teams necessary throughout access to care and integrated assessment process.  
• Initiate inquiries and provide appropriate documentation, including the creation and preparation of records (when applicable) for new individuals being served. 
• Gather documentation to assist in ensuring records are compliant and ready for audits in which the agency may be involved (including but not limited to scanning documents, providing and/or requesting records, updating individual demographic and contact information, etc.) 
• Audit individual records as assigned and/or necessary. 
• Correspond with individuals/parents/guardians and/or collateral contacts regarding information required for service delivery. 
• Gather information related to the individual’s financial responsibility including coordinating the flow of Primary Insurance, Medicaid information, etc. (as applicable) with the Billing Department. 
• Assist in coordination with the Autism Scholarship Program information, as applicable. 
• Maintain timely responses to ensure access to care for individuals served is efficient and within the agency, reimbursement providers and accrediting bodies’ standards. 
• Provide clear documentation within the EHR to create transparency and awareness of the individual’s status throughout the access to care process. 
• Attending team and individual supervision meetings as requested.  
• Provide in-office reception coverage to include reception tasks and responsibilities as needed and/or assigned.  
• Engage in appropriate time management skills within various work settings including, but not limited to, in-office and remote. 
• All other duties as assigned. 

Knowledge, Skills, and Abilities  

• Oral and Written Communication – Must be able to clearly communicate with a variety of people – including the general public, our families, and our clients – and convey information effectively and pay careful attention to questions or concerns from applicants and staff members.  
• Technical – Proficient computer skills, i.e.: Microsoft Office suite, EHR, intranet, internet usage 
• Planning/Organizing – Prioritizes, and plans work activities, uses time efficiently, able to work independently with only general direction. 
• Adaptability – Manages competing demands and changing priorities, workflows, and processes. 
• Decision/Judgment – Self-starter with the ability to make independent decisions and the judgment to know when to seek advice. 
• Confidentiality – Ability to maintain confidentiality and use appropriate judgment in handling sensitive information and records. 
• Dependability – the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. 
• Safety and security – the individual actively promotes and personally observes safety and security procedures and uses equipment and materials properly. 

Required Education and Experience: 

• High School Diploma/GED 
• 3-5 years customer service experience (In person or over the phone) 

Preferred Education: 

• Bachelor’s Degree  
• 3-5 years clinical operations experience 
• Experience with EHR systems. 

Work Environment 

This job operates in a professional office environment.  

Position Type/Expected Hours of Work 
 This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 4:30 p.m. Occasional evening and weekend work may be required as job duties demand.