Lead Patient Access & Intake Supervisor

Company Information

Since 1914, Family Service Center has provided vital relief to families in need within our community. Family Service Center’s mission is to promote the mental health and well-being of individuals and families through counseling, education, and prevention. We believe that the family is a basic and essential institution and that when supported and strengthened, children, adults and our community thrive. FSC is the only non-profit mental health counseling agency in Southeast Texas serving individuals and families across the lifespan, regardless of diagnosis or need. Our core programming addresses the needs of all people through the provision of quality, trauma-informed, client-centered care that works within the context of a client’s unique financial situation.

Job Summary

The Lead Patient Access & Intake Supervisor is responsible for overseeing the intake and patient access functions for Family Service Center. This role ensures that individuals and families seeking services are welcomed through a streamlined, compassionate, and efficient intake process. The supervisor leads daily intake operations, manages workflow and staff performance, and ensures that clients are connected to the appropriate programs and services in a timely manner. The Lead Patient Access & Intake Supervisor plays a critical role in supporting FSC’s mission by ensuring that access to behavioral health services is coordinated, organized, and client centered. This position also supports program growth, operational improvements, and data tracking related to service access and referrals.

Key Responsiibilities

Intake Operations & Client Access

• Oversee daily intake operations and patient access processes across FSC programs
• Ensure timely and professional responses to client inquiries, referrals, and service requests
• Supervise intake scheduling for therapy, case management, and other FSC services
• Ensure accurate completion of intake documentation, eligibility screening, and client records
• Support clients through the intake process with compassion and confidentiality
• Ensure compliance with all privacy standards, including HIPAA and organizational policies
  
  

Leadership & Staff Supervision

• Supervise intake coordinators and patient access staff
• Provide training, coaching, and performance feedback to team members
• Develop clear workflows and procedures to improve client access and service coordination
• Monitor staff productivity, scheduling, and workload distribution
• Promote a culture of professionalism, accountability, and excellent client service
  
  

Process Improvement & Workflow Management

• Evaluate intake procedures and implement improvements to increase efficiency and client satisfaction
• Develop and maintain standardized intake protocols and scripts
• Ensure consistent tracking of referral sources and client engagement metrics
• Collaborate with program leadership to align intake processes with service capacity and clinical needs
• Support implementation of new systems, forms, and intake tools as the organization grows
  
  

Data Tracking & Reporting

• Monitor intake data, referral patterns, and service access trends
• Track client inquiries, completed intakes, waitlists, and service placement outcomes
• Prepare reports for leadership to support program planning and service expansion
• Ensure accurate documentation in the electronic health record or data systems
  
  

Collaboration & Community Coordination

• Serve as a liaison between intake, clinical teams, and program leadership
• Coordinate referrals with community partners, healthcare providers, and social service agencies
• Support outreach efforts by ensuring referral partners have clear pathways to FSC services
• Maintain strong communication with internal departments to ensure smooth client transitions into care
  
  

Compliance & Quality Assurance

• Ensure intake procedures align with licensing requirements, grant expectations, and regulatory standards Maintain confidentiality and compliance with HIPAA and organizational policies
• Participate in quality improvement initiatives related to service access and client engagement
  
  

Qualifications

• Bachelor’s degree in social work, healthcare administration, psychology, or related field preferred
• Minimum of 3 to 5 years of experience in healthcare intake, behavioral health access, or social service coordination
• Previous supervisory or leadership experience preferred
• Experience working in mental health, nonprofit, or social service environments strongly preferred
• Knowledge of patient access systems, referral management, and client intake processes
• Strong organizational, communication, and leadership skills
• Ability to manage multiple priorities in a fastpaced environment
  
  

Core Competencies

• Leadership and team management
• Client centered communication
• Operational organization and workflow management
• Problem solving and decision making
• Data tracking and reporting
• Collaboration with clinical and community partners
  
  

Work Environment

This position operates in a professional office and community based behavioral health setting. The role may involve interaction with clients experiencing mental health challenges, crisis situations, or complex social needs.

Mission Alignment

The Lead Patient Access & Intake Supervisor plays a key role in ensuring that individuals and families seeking support from Family Service Center receive timely, compassionate, and coordinated access to services that strengthen mental health and community well-being.