Intake Coordinator

Intake Coordinator

Tempe
- Tempe, AZ 85281

This position supports our Mission – To expand access to compassionate, high-quality mental health care.

The Intake Coordinator (IC) is the first point of contact for new patients and incoming referrals at Turnwell Mental Health Network, playing a pivotal role in connecting individuals to the mental health care they need. The IC owns the full intake journey — from initial referral receipt through scheduling and EHR transfer — ensuring every prospective patient is engaged promptly, accurately, and compassionately.

Operating at a volume of 40–50 intakes per week, this role demands exceptional organizational skill, attention to detail, and the ability to manage a high-volume pipeline across multiple communication channels.

The IC works primarily within Salesforce as the system of record for all referral management activities and coordinates closely with clinic teams, providers, and the EHR to prepare for each patient's first visit.

Referral & New Patient Management

• Manage all incoming referrals and new patient inquiries, regardless of source — online webforms, phone calls, or walk-ins to the clinic.
• Enter and maintain accurate patient and referral information in Salesforce, ensuring records are complete, current, and properly categorized.
• Monitor the referral pipeline daily to ensure all patients are managed timely and all active leads are progressing toward a scheduled appointment.
• Prioritize outreach based on referral date, urgency indicators, and contact history to maximize conversion to scheduled intakes.

Patient Outreach & Referral Follow-Up

• Execute the referral management process for all inquiries, creating tasks in Salesforce to document and track each outreach attempt.
• Contact prospective patients via phone call, text, and email across multiple touchpoints to ensure thorough and persistent follow-up until contact is made and the patient is scheduled or disqualified.
• Communicate with warmth and professionalism, recognizing that patients seeking mental health care may be in a vulnerable state.
• Document all outreach activity, patient responses, and disposition outcomes in Salesforce in real time.
• Escalate unreachable or high-risk referrals to the Practice Manager per established protocols.

Intake Information Gathering & Scheduling

• Conduct intake conversations with prospective patients to collect demographic, clinical history, insurance, and presenting concern information.
• Determine the appropriate provider type (MD, APP, or therapist) based on the patient's stated needs and requested services and schedule the intake appointment accordingly.
• Confirm appointment details with the patient and communicate any pre-visit requirements, forms, or documentation needed prior to their intake visit.
• Manage the intake appointment schedule with accuracy, avoiding double-bookings and aligning appointments with provider availability and clinic capacity.

Insurance Verification & Salesforce Documentation

• Verify patient insurance benefits, confirming coverage, co-pays, deductibles, and any authorization requirements.
• Enter verified benefits information into Salesforce / EHR completely and accurately, ensuring the data is accessible to the billing team and clinic staff.
• Communicate benefit details to the patient clearly, including any estimated out-of-pocket costs, and flag complex coverage situations to the billing team as needed.
• Identify and address insurance-related barriers to scheduling (e.g., out-of-network status, prior authorization requirements) in coordination with the RCM team.

EHR Transfer & Clinic Preparation

• Upon confirmed scheduling, transfer all relevant patient intake information from Salesforce into the Electronic Health Record (EHR) system to prepare the clinic and providers for the intake visit.
• Ensure all required fields, documents, and clinical history data are accurately entered in the EHR prior to the patient's appointment.
• Coordinate with the clinic team to confirm that providers have the information needed to conduct a productive intake visit.
• Maintain data integrity between Salesforce and the EHR, flagging discrepancies and…