Description

Job Function

Intake Coordinators play an essential role helping to achieve the system’s overall mission to expand access to integrated psychological services. The Intake Coordinator is responsible for providing excellent customer service to patients, referring clinicians’ offices, and fellow staff. Candidates with previous behavioral health intake experience and bilingual candidates are especially encouraged to apply.

Intake Coordinators work across a number of service lines at Lorenz:

• Outpatient Psychotherapy
• Psychological Testing
• Psychiatric Medication Management
• Early-Childhood Day-Treatment
• Family-Based In-Home Services
• Primary Care Behavioral Health

Intake Coordinators are cross-trained to work within a variety of departments to provide coverage or assistance when additional staffing is needed.

Key Responsibilities

Answers inquiry calls in a respectful manner and assesses for special needs and/or accommodations:

• Coordinates and facilitates all inquiry calls regarding Lorenz Clinic programs
• Uses excellent telephone etiquette, empathy, and active listening skills
• Assesses, prioritizes, and documents calls
• Assesses and triages client admissions using identified admission criteria

Completes client intake process:

• Assesses and triages client admissions using identified admission criteria
• Ensures insurance reimbursement and authorization
• Documents complete and accurate demographic and clinical information
• Secures information pertinent to the initial patient visit
• Obtains internal and external records when possible
• Provides client or referral sources with information regarding the programs
• Refers to other programs or community agencies when Lorenz services are not appropriate
• Secures payment for treatment, if applicable

Recognizes problems and takes appropriate measures to resolve:

• Consults with appropriate resources regarding unique referrals or insurance/authorization discrepancies
• Identifies patients who 'no-show' or meet risk management criteria

Collaborates with internal and external resources to ensure efficient patient flow:

• Works in partnership with business office and payers to resolve payer problems and facilitate reimbursement
• Acts as a liaison between payers, business office staff, clinicians and clinic managers
• Partners with outreach department and appropriate community liaisons

Monitors clinicians’ schedules to ensure full utilization & productivity:

• Coordinates the decision-making process in regard to intakes and waiting lists
• Schedules new visits

Demonstrates ability to provide customer service that reflects developmental and acuity level as well as cultural differences of population served:

• Establishes trust with patient caregivers and involves them in care and decision making as appropriate
• Communicates in a respectful manner
• Ensures a safe, secure environment for all staff and visitors
• Individualizes intake plan to meet patient needs
• Modifies intake and/or referral plans based on population served
• Provides basic patient education, advocacy, and navigation based on preliminary assessment of needs 

Requirements

Qualifications

Required:

• Bachelor's Degree
• 1 year experience in a behavioral health related field, managed care, or call center
• Computer proficiency

Preferred:

• Bachelor's Degree in social work, psychology, public health, nursing, or other human services field
• 2-3 years experience in a behavioral health related field, managed care or call center