Position Summary
The Lead Intake Coordinator is responsible for overseeing the intake process from initial contact to admission for potential patients and their families. In addition to performing Intake Coordinator duties, this role involves providing leadership and support to the intake team, ensuring adherence to policies and procedures, and fostering a positive and inclusive work environment. Reporting to the Director of New Client Services or Admissions Manager, the Lead Intake Coordinator collaborates with other stakeholders to optimize the intake process and enhance the client experience.
Responsibilities

• Provide support, guidance, and training to intake coordinators.
• Foster a positive, professional, and inclusive work environment.
• Assist in the implementation of policies and procedures.
• Guide potential patients and referral sources through the intake process.
• Respond to inquiries via various communication channels promptly and professionally.
• Coordinate assessment appointments for new patients.
• Address escalated customer issues to ensure resolution and satisfaction.
• Support intake coordinators in verifying insurance benefits and providing financial counseling.
• Collect insurance information and explain benefits to clients.
• Facilitate payment collection and payment plan creation.
• Conduct outbound calls and assign follow-ups to team members.
• Ensure timely processing of referrals and follow-ups.
• Track and report team goals, trends, obstacles, and opportunities.
• Provide status updates to management and internal stakeholders to ensure KPIs are met.
• Collaborate with team members and other departments to provide comprehensive service.
• Coordinate with external Account Executives regarding referrals.
• Assist in managing employee schedules and reviewing time cards.
• Provide coverage for scheduling gaps as needed.
• Provide guidance on federal treatment regulations to patients and families.
• Ensure compliance with federal and state healthcare regulations.

NOTE: Other duties as assigned.
Qualifications

• Associate’s degree or above preferred; High School Diploma with relevant work experience considered.
• 2 years of experience in a remote call center setting, preferably in healthcare admissions.
• 1 year of experience in team leadership.
• Excellent customer service skills and ability to de-escalate difficult situations.
• Strong analytical skills and ability to identify trends.
• Knowledge of health insurance and ability to interpret and communicate basic costs.
• Excellent communication skills, both verbal and written.
• Flexibility to adapt to changing priorities and business needs.
• High emotional intelligence and ability to work in a fast-paced environment.
• Familiarity with outpatient mental health settings and services.
• Motivated by meeting and exceeding KPIs.
• Proficiency in call center software systems such as Salesforce, EMRs/EHRs, and Microsoft Office Suite.
• Thorough knowledge of HIPAA compliance and federal privacy laws.

If you're ready to take on a high-level of responsibility and be on the front line of a compassionate team dedicated to transforming lives, apply now! Let's work together to create positive change in the mental health community.
Location: Remote, Greater Dallas-Ft Worth area preferred
PHYSICAL, MENTAL, AND SPECIAL DEMANDS

• Ability to sit for long periods of time (8-10 hours),
• Ability to reach above and below the waist, turn, twist and to manipulate small tools (copier, computer, telephone, typewriter, calculator, safe, facsimile machine).
• Ability to see well enough to read handwritten and typewritten material.
• Ability to stand and walk the facility grounds.
• Ability to spend 10% of working time outside in temperatures varying from -0°F. to 110°F.
• Ability to handle a variety of repetitive tasks at a moderate level.
• Ability to occasionally handle electrical, mechanical, or equipment emergencies.
• Available to work varied hours (i.e., evenings/weekends) as required.
• Ability to travel to facility locations up to 25% of the time for training and development.
• Ability to drive a motor vehicle to designated sites.
• Ability to handle multiple projects and tasks under deadlines and with short notice.

Note: We are not currently considering applicants in CA, NJ, NY, IL,OR, and WA for this position.
Disclaimer
The above statements reflect general functions of this job and shall not be construed as a detailed description of all work requirements inherent in this job. The immediate supervisor may elaborate on or add to the above list if the duties come within the employee’s realm of responsibility.
Connections Wellness Group is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, arrest record or any other characteristic protected by applicable federal, state or local laws.