Intake Coordinator

Evergreen Community Behavioral Health, LLC is seeking a compassionate, organized, and detail-oriented Intake Coordinator to serve as the first point of contact for individuals and families seeking behavioral health and substance use services.

The Intake Coordinator is responsible for managing the referral and intake process from initial contact through admission and coordination of the client's first scheduled service. This position works closely with clients, families, referral sources, clinical staff, insurance providers, and administrative team members to ensure timely access to appropriate services.

The ideal candidate will have excellent communication skills, strong attention to detail, the ability to manage multiple referrals simultaneously, and an understanding of behavioral health services, Medicaid, insurance verification, and confidentiality requirements.

Receive and respond to referrals from individuals, families, hospitals, primary care providers, schools, community organizations, MCOs, DSS, courts, and other referral sources.

Serve as an initial point of contact for prospective clients and referral partners.

Conduct initial intake calls and gather demographic, clinical, insurance, and referral information.

Explain Evergreen's available services, intake process, client rights, and expectations to prospective clients and families.

Determine whether the client's presenting needs appear appropriate for Evergreen's available services.

Coordinate referrals to alternative resources when Evergreen is unable to meet the client's needs.

Maintain an organized referral tracking system and follow up on pending referrals.

Obtain and verify client insurance information.

Verify Medicaid and commercial insurance eligibility when applicable.

Collect required insurance information and supporting documentation.

Coordinate with the Billing & Authorization Specialist regarding authorization requirements.

Identify missing or incomplete information that could delay admission or billing.

Communicate insurance requirements to clients and referral sources as appropriate.

Maintain accurate documentation of eligibility and authorization information.

Coordinate initial appointments with appropriate clinical staff.

Schedule Comprehensive Clinical Assessments (CCAs), assessments, therapy appointments, and other required services.

Coordinate admission dates and communicate appointment information to clients and families.

Ensure required intake documents are completed prior to or during admission.

Monitor incomplete intake paperwork and follow up with clients as needed.

Coordinate with clinical staff to ensure new clients are appropriately assigned.

Update client information in the electronic health record.

Electronic Health Record & Documentation

Enter and maintain accurate client demographic and intake information in the designated EHR.

Ensure required consent forms and intake documents are completed.

Upload and maintain referral documentation and supporting records.

Maintain accurate referral and admission status.

Follow Evergreen documentation standards and organizational procedures.

Protect confidential client information in accordance with HIPAA and applicable federal and state regulations.

Provide professional, compassionate, and trauma-informed communication with clients and families.

Respond to phone calls, emails, electronic referrals, and other inquiries in a timely manner.

Maintain professional communication with referral sources and community partners.

Follow up with prospective clients who have not completed the intake process.

Assist clients with understanding the next steps in accessing services.

Escalate urgent clinical or safety concerns to the appropriate clinical leadership.

Follow Evergreen's procedures for crisis situations and emergency referrals.

Coordination With Clinical & Administrative Teams

Communicate referral information to appropriate clinical personnel.

Coordinate with therapists, QPs, clinical supervisors, peer support staff, billing, authorization, and administrative personnel.

Participate in intake and case coordination meetings as assigned.

Notify appropriate personnel of new admissions, cancellations, urgent concerns, or barriers to services.

Assist with maintaining accurate referral and admission reports.

Support timely communication between departments to prevent delays in service delivery.

Maintain strict confidentiality of client information.

Follow HIPAA, 42 CFR Part 2, and applicable North Carolina behavioral health regulations.

Follow Evergreen's policies and procedures.

Maintain professional boundaries with clients and families.

Complete required compliance and organizational training.

Report suspected abuse, neglect, exploitation, or other legally reportable concerns in accordance with applicable requirements.

Follow Evergreen's procedures for handling protected health information and confidential records.

Qualifications

High school diploma or equivalent.

Minimum of 1 year of experience in healthcare, behavioral health, social services, medical office administration, or a related field.

Strong communication and customer service skills.

Excellent organizational and time-management skills.

Ability to maintain confidentiality.

Ability to work independently and as part of a multidisciplinary team.

Basic computer and electronic documentation skills.

Ability to manage multiple referrals and priorities simultaneously.

Associate or bachelor's degree in healthcare administration, human services, psychology, social work, business administration, or a related field.

Experience working in a behavioral health, mental health, substance use, or community-based healthcare setting.

Experience with Medicaid and/or commercial insurance verification.

Experience with prior authorizations.

Experience using an electronic health record system.

Experience with Comprehensive Clinical Assessments or behavioral health intake processes.

Knowledge of North Carolina's behavioral health system and MCO structure.

Experience working with children, adolescents, adults, and families.

Compassion and empathy

Professional communication

Customer service excellence

Organization and time management

Problem-solving

Confidentiality and discretion

Ability to prioritize competing demands

Cultural responsiveness

Professional boundaries

Reliability and accountability

Respond to referrals and inquiries promptly.

Maintain accurate and complete intake documentation.

Minimize delays between referral, eligibility verification, intake, and initial service.

Maintain accurate referral tracking.

Communicate effectively with clients, referral sources, and internal staff.

Meet assigned productivity and documentation expectations.

Maintain compliance with Evergreen policies and applicable regulations.

Provide a positive and professional experience for every prospective client.

This position may be performed in an office, remote, hybrid, or community-based environment depending on organizational needs.

The position may require frequent communication by telephone, email, electronic health record, video conferencing, and other electronic communication platforms.

Ability to sit and work at a computer for extended periods.

Ability to communicate effectively by telephone and electronically.

Ability to occasionally attend meetings, trainings, and community events.

Reasonable accommodations may be provided for qualified individuals with disabilities.

Evergreen Community Behavioral Health, LLC is committed to providing equal employment opportunities to all qualified applicants and employees. Employment decisions are based on qualifications, experience, job requirements, and organizational needs.

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties may be modified or assigned based on the needs of Evergreen Community Behavioral Health, LLC.