Behavioral Health Intake Coordinator

About Novaris

Novaris Behavioral Health is a local family owned/operated PHP (Partial Hospitalization Program) and IOP (Intensive Outpatient Program) launching in the University City corridor of North Charlotte. We exist because this community deserves a step-down program that is competent, compassionate, and easy to access — for clients, for families, and for the providers who refer to us. Every person who contacts us is at a pivotal moment. The Intake Coordinator is the first voice they hear and the first impression they carry.

The role

This is a foundational hire. As our Intake Coordinator, you will own the full front-of-house experience — from first contact through clinical handoff. You will manage inbound inquiries from prospective clients and referral sources, verify insurance benefits, navigate prior authorization, and ensure every admission moves through the funnel efficiently and with care. You report directly to the founder and operate with a high degree of ownership.

This is not a receptionist role. We need someone who understands behavioral health payers, can hold a clinical conversation with a discharging social worker, and knows how to turn a warm referral into a seated admission.

What you'll own

• Manage all inbound calls, web inquiries, and referrals — respond promptly and professionally to prospective clients, families, and referring providers
• Conduct insurance verifications (VOB) across commercial payers; document benefits accurately in the EHR
• Initiate and track prior authorizations for PHP and IOP levels of care
• Coordinate with clinical staff to facilitate smooth admissions and ensure clinical eligibility is confirmed before intake appointments
• Maintain accurate records and intake documentation in compliance with HIPAA and NC DHHS requirements
• Communicate wait times, program details, and next steps clearly to clients and family members navigating a difficult moment
• Build and maintain relationships with referral partners — hospital discharge planners, outpatient therapists, and ED case managers
• Track inquiry-to-admission conversion and provide weekly census updates to leadership
• Support credentialing and billing workflows in coordination with our RCM partner

Required

• PHP, IOP, or SUD program experience
• Insurance verification (VOB) proficiency
• Prior authorization experience (BH payers)
• HIPAA-compliant communication practices
• Strong phone presence — empathetic, calm, clear
• Familiarity with behavioral health terminology

Strongly preferred

• Experience with BCBSNC or major commercial payers
• EHR proficiency (any major platform)
• Startup or small-program environment comfort
• Referral relationship management experience
• Associate's or Bachelor's in human services, healthcare admin, or related field