Intake Coordinator
Turnwell Mental Health Network, Tempe, AZ, United States
Description
The Intake Coordinator is responsible for managing the front-end patient intake process in an outpatient behavioral health setting. This role ensures the timely, accurate, and compassionate onboarding of patients while maintaining high standards of customer service, communication, and compliance. The Intake Coordinator utilizes systems such as Valant (EHR), Salesforce (CRM), and Podium (patient communication platform) to coordinate care, track referrals, and support efficient admissions workflows.
Patient Intake & Scheduling
Serve as the first point of contact for incoming patient inquiries via phone, email, and messaging platforms
Conduct initial intake screenings and gather required patient information
Schedule patients based on provider availability, level of care, and clinical needs
Ensure timely follow-up with all referrals and patient inquiries
Systems & Documentation
Accurately enter and maintain patient information in Valant (EHR)
Utilize Salesforce to track referral sources, patient pipeline, and admissions activity
Communicate with patients through Podium for appointment confirmations, follow-ups, and engagement
Ensure all documentation is complete, accurate, and entered in a timely manner
Insurance Verification & Coordination
Verify insurance eligibility and benefits, including authorization requirements
Communicate coverage details clearly to patients and coordinate with billing when needed
Work closely with providers and clinical staff to ensure appropriate placement and scheduling
Communication & Customer Service
Demonstrate professional, compassionate, and clear written and verbal communication at all times
Provide excellent customer service to patients, families, and referral sources
Address patient questions, concerns, and barriers to care with empathy and urgency
Maintain strong communication with internal teams to ensure smooth coordination of care
Compliance & Quality
Maintain compliance with HIPAA and organizational policies
Ensure accuracy and completeness of all intake documentation
Follow established workflows and protocols for admissions and scheduling
Qualifications
Education & Experience
High school diploma or equivalent required; associate preferred
1–2 years of experience in healthcare admissions, intake, or patient coordination preferred
Experience in behavioral health or outpatient settings strongly preferred
Skills & Competencies
Strong written and verbal communication skills
Experience with Valant (EHR), Salesforce (CRM), and/or Podium preferred
Excellent phone etiquette and customer service skills
Strong attention to detail and organizational skills
Ability to multitask and work in a fast-paced environment
Knowledge of insurance verification and healthcare workflows
Understanding of HIPAA and patient confidentiality requirements
Key Performance Indicators (KPIs)
Timeliness of patient follow-up and scheduling
Accuracy and completeness of documentation
Referral conversion rates
Patient satisfaction and communication quality
No-show and cancellation rates
Work Environment
Outpatient behavioral health clinic setting
Fast-paced, team-oriented environment
Frequent communication with patients, providers, and administrative staff
Why This Role Matters
The Intake Coordinator plays a critical role in ensuring patients have timely access to behavioral health services. By providing strong communication, accurate coordination, and efficient use of systems like Valant, Salesforce, and Podium, this role directly impacts patient experience and organizational success.
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The Intake Coordinator is responsible for managing the front-end patient intake process in an outpatient behavioral health setting. This role ensures the timely, accurate, and compassionate onboarding of patients while maintaining high standards of customer service, communication, and compliance. The Intake Coordinator utilizes systems such as Valant (EHR), Salesforce (CRM), and Podium (patient communication platform) to coordinate care, track referrals, and support efficient admissions workflows.
Patient Intake & Scheduling
Serve as the first point of contact for incoming patient inquiries via phone, email, and messaging platforms
Conduct initial intake screenings and gather required patient information
Schedule patients based on provider availability, level of care, and clinical needs
Ensure timely follow-up with all referrals and patient inquiries
Systems & Documentation
Accurately enter and maintain patient information in Valant (EHR)
Utilize Salesforce to track referral sources, patient pipeline, and admissions activity
Communicate with patients through Podium for appointment confirmations, follow-ups, and engagement
Ensure all documentation is complete, accurate, and entered in a timely manner
Insurance Verification & Coordination
Verify insurance eligibility and benefits, including authorization requirements
Communicate coverage details clearly to patients and coordinate with billing when needed
Work closely with providers and clinical staff to ensure appropriate placement and scheduling
Communication & Customer Service
Demonstrate professional, compassionate, and clear written and verbal communication at all times
Provide excellent customer service to patients, families, and referral sources
Address patient questions, concerns, and barriers to care with empathy and urgency
Maintain strong communication with internal teams to ensure smooth coordination of care
Compliance & Quality
Maintain compliance with HIPAA and organizational policies
Ensure accuracy and completeness of all intake documentation
Follow established workflows and protocols for admissions and scheduling
Qualifications
Education & Experience
High school diploma or equivalent required; associate preferred
1–2 years of experience in healthcare admissions, intake, or patient coordination preferred
Experience in behavioral health or outpatient settings strongly preferred
Skills & Competencies
Strong written and verbal communication skills
Experience with Valant (EHR), Salesforce (CRM), and/or Podium preferred
Excellent phone etiquette and customer service skills
Strong attention to detail and organizational skills
Ability to multitask and work in a fast-paced environment
Knowledge of insurance verification and healthcare workflows
Understanding of HIPAA and patient confidentiality requirements
Key Performance Indicators (KPIs)
Timeliness of patient follow-up and scheduling
Accuracy and completeness of documentation
Referral conversion rates
Patient satisfaction and communication quality
No-show and cancellation rates
Work Environment
Outpatient behavioral health clinic setting
Fast-paced, team-oriented environment
Frequent communication with patients, providers, and administrative staff
Why This Role Matters
The Intake Coordinator plays a critical role in ensuring patients have timely access to behavioral health services. By providing strong communication, accurate coordination, and efficient use of systems like Valant, Salesforce, and Podium, this role directly impacts patient experience and organizational success.
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