Intake Coordinator

POSITION TITLE: Intake Coordinator

The Intake Coordinator plays a vital role in ensuring timely, responsive, and supportive intake services for clients and families seeking care. This position requires excellent communication, organization, and critical thinking skills, as well as the ability to manage multiple systems and processes with professionalism and compassion.

The Intake Coordinator serves as the first point of contact for prospective clients, families, and referral sources, responding promptly to inquiries and guiding them through the intake process. The role includes conducting initial screenings, scheduling appointments, assisting with documentation, and maintaining accurate records in the electronic health record (EHR) system. The Intake Coordinator works closely with clinical, administrative, and billing staff to ensure smooth client transitions, verify insurance benefits, monitor waitlists, and follow up on referrals, all while maintaining up-to-date knowledge of clinic services and provider availability.

• Director
• Manager
• Senior Staff
• Staff

High School diploma or equivalent and 2-5 years’ experience in an administrative/office management or medical office role.

• Intake experience required
• Scheduling experience preferred
• Experience and comfort with processing new intakes and internal referrals

This is an in-person/in-office position and the employee is required to be in-office 5 days a week unless a specific exception is made in writing.

• Follow work schedule with reliable attendance and punctuality and attend meetings, staff development, and training
• Multi-task, organize and prioritize assignments
• Adhere to applicable company and departmental policies and procedures
• Work in difficult environments, solve problems effectively, and exhibit a positive attitude
• Initiate communication with supervisor when needed and work collaboratively with supervisor and other employees
• Follow the guidelines, coaching, and directives provided by management to ensure consistent application of agency protocols
• Receive constructive feedback from supervisor(s) and implement corrections
• Follow all legal and licensing board requirements and ethical standards
• Follow state, federal, and local law as they pertain to job duties and execution
• Keep all client information confidential

• Recruit, interview, recommend candidates for hire
• Supervise, mentor, and lead staff; document progress and produce reports
• Train new staff and provide ongoing training for existing staff
• Evaluate, reprimand, and in conjunction with Human Resources, terminate staff
• Model professional behavior and decorum
• Work collaboratively with management team
• Work effectively with employees and customers who may be upset or unreasonable
• Set and achieve goals and initiate professional development
• Assist leadership in strategic plan development and progress for agency

• Demonstrate proficiency with agency technology including but not limited to:
  Computer programs such as Microsoft Word, Excel, Google platform (GMail, Google Docs, Google Sheets, etc.), the agency EHR, the agency intake form platforms, and website scheduling
• Office equipment such as multi-line telephone systems, voicemails, printer, copier, scanner, and other standard office equipment
• Exhibit professionalism and effective communication in all interactions
• Demonstrate proficiency in grammar, writing, mathematical skills, spelling, punctuation and other related skills
• Effectively and compassionately communicate with clients and families, supporting them through the intake process
• Present a pleasant personality and voice when speaking on the phone, and attention to detail
• Interact with parents and clients with care and empathy while maintaining professionalism at all times
• Use professional language when speaking with parents/clients
• Make parents/clients feel welcome
• When needed, redirect parents/clients appropriately, kindly and effectively
• Maintain professional boundaries with clients
• Immediately share upset parent concerns with your supervisor and the executive director
• Manage intake calls, voicemail, email, online scheduling
• Answer, return, screen and direct all phone calls and intake email inquiries, take and distribute messages as needed, route calls to the correct department or individual
• Identify appropriate leadership personnel to route inquiries when outside of the intake screening process; provide initial program information with interested clients and external stakeholders, as appropriate
• Meet agency benchmarks and performance goals related to intake timelines, quality, and client experience
• Respond promptly to inquiries from prospective clients, families, and referral sources
• Conduct initial intake screenings with potential clients to assess service needs, determine appropriateness for services,…