Intake Access Coordinator

Pay Range (USD): $23.00 - $25.00 hourly

Summary

Clarity Clinic is an interdisciplinary group private practice of Psychiatrists, Psychiatric Advanced Practice Providers (PAs, NPs), Psychologists, and Therapists. Our mission is to thoughtfully guide the whole person on their journey to find clarity and mental wellness by providing exceptional holistic care.

Our staff of Psychiatrists, Advanced Practice Providers, and Psychotherapists offer the latest medication, psychological assessment, and therapy treatment as we help guide our patients toward mental wellness and a balanced personal and professional lifestyle. Our team offers a broad range of specialties, services, and orientations to support and help all people regardless of their place in life.

TheIntake Access Coordinatoris the first point of contact for prospective clients, families, and referring providers across designated Clarity Clinic service lines. This non-clinical role manages all intake activity that occurs before the assessment is scheduled, including gathering pre-assessment information, providing initial cost estimates, coordinating scheduling, and ensuringtimelyand warm handoffs to the Intake Coordinator. TheIntake Access Coordinatoroperatesunder the supervision of the DirectorofIntakeandfollows established protocols and escalation pathways at all times, never providing clinical recommendations.

Duties/Responsibilities

Pre-Assessment Functions-All Service Lines

• Answer and triage incoming calls, emails, and web inquiries with professionalism, compassion, and urgency.

• Gather required pre-assessment information from prospective clients and referral sources.

• Provide patients with a general cost estimate prior to scheduling the intake assessment.

• Schedule intake assessments with the Intake Coordinator and confirmlogisticswith patients.

• Conduct pre-assessmentfollow-up calls, including callbacks, appointment confirmations, and referral status updates.

• Complete pre-assessment documentation accurately andsame-dayinEHR, including demographics, referralsource, insurance information, and any clinical flags noted duringinitialcontact.

Service Line Scheduling & Outreach

• Manage therapy matching outreach per the CC-CTS_IOS protocol, including IRL review blocks, first and second-attempt outreach, and scheduling for patients selecting the “H” option.

• Handleneuropsychtesting outreach and scheduling in coordination with theneuropsychtesting team.

• Manage TMS scheduling and coordination following Intake Coordinator clinical clearance.

• ManageEsketaminescheduling and coordination following IntakeCoordinatorclinical clearance.

• Coordinate program orientation scheduling and admission logistics for admitted patients per Intake Coordinator direction.

Escalation & Compliance

• Apply defined escalation protocolsimmediatelyfor any safety concern, clinical urgency, insurance question beyond Rep scope, or level-of-care question. Never provide clinical recommendations.

• Escalate anyindicationof self-harm, suicidal ideation, or immediate safety risk to clinical staff without delay, consistent with Clarity Clinic's crisis escalation protocol.

• Document every escalation inEHRsame-day: what was said, who was notified, and the outcome.

• Adhere to HIPAA, the Illinois Mental Health and Developmental Disabilities Confidentiality Act (MHDDCA), and all applicable Clarity Clinic privacy and confidentiality policies.

• Maintain documentation practices that support audit readiness for Joint Commission Behavioral Health Care and Human Services (BHCS) review.

• Participate inintaketeam meetings, trainings, and quality improvement activities.

• Perform other duties as assigned by the Director, Intake.

Qualifications and Minimum Requirements

• High School Diplomarequired;Associate’s or Bachelor’sdegree from an accredited institution preferred.

• Minimum 1 year of customer service, healthcare scheduling, or behavioral health administrative experience.

• Knowledge of behavioral health services and terminology preferred.

• Proficiencyin Microsoft Office Suite and multi-line phone systems.

• Exceptional customer service and communication skills; ability to engage with clients in emotional distress with patience and professionalism.

• Strong organizational skills and attention to detail; ability to manage high call volume without sacrificing quality.

• Familiarity with EHR platforms,AdvancedMDpreferred, or ability to learn quickly.

• Ability tomaintainstrict confidentiality and exercise sound judgment.

• Availability toworka schedule that may include some evenings and/or weekends as needed.

Role Competencies