Intake Counselor

Job Title: Intake Counselor

FLSA Classification: Exempt

Location: Denton, TX, on-site position

Must meet licensure requirement under qualifications section below.

Position Summary: The Intake Counselor is responsible for the intake process, from initial contact to admission, for potential patients and their families. As often the first contact for the company, they provide a quality and compassionate client experience. This role is a patient-facing team member who is responsible for answering phone calls for patients seeking admission, building rapport, completing biopsychosocial assessments, establishing treatment needs, and reviewing payment options with patients as applicable.  This role must be self-motivated with strong time-management skills. A successful Intake Counselor shows a high-level of self-accountability, the ability to multitask, and solid prioritization. 

Key Responsibilities:

1. Client Experience:
• Guide potential patients and referral sources through the intake process via phone or in person.
• Respond to inquiries via various communication channels promptly and professionally.
• Coordinate assessment appointments for new patients.
• Complete BPS

1. • Present programming information in a thorough and supportive manner to help clients gain access
   • Complete virtual biopsychosocial assessments for adolescents and young adults with various mental health concerns
   • Determine appropriateness and fit for in person or virtual intensive outpatient program (IOP) level of care

• Handle sensitive conversations with compassion and professionalism.
• Address customer issues to ensure resolution and satisfaction.
1. Insurance Verification & Payment Collection:
• Collect insurance information and explain benefits to clients.
• Facilitate initial payment collection and payment plans as necessary.
2. Operational Efficiency:

2. • Conduct outbound calls and follow-ups and ensure timely processing of referrals.

4. Internal Relationships:
• Complete biopsychosocial assessments for adolescents and young adults with various mental health concerns
• Determine appropriate level of care need.
• Coordinate with Account Executives regarding referrals.
5. Compliance:
• Adhere to all federal and state healthcare regulations.
6. Other duties as assigned.

Qualifications:

• Licensure: LPC- Intern/Associate, LMSW, LCSW, LPC, LMFT-A, or LMFT license in good standing with the State of Texas.
• 1 year of experience in an admission or call center setting, preferably in healthcare admissions.
• Excellent customer service skills
• Excellent communication skills, both verbal and written.

• Driven by meeting and exceeding Key Performance Indicators (KPIs).
• Ability to handle multiple software applications simultaneously, managing customer information while communicating via phone or chat.
• Understanding of basic security protocols for protecting sensitive customer information and adherence to company data privacy policies.
• Familiarity with common software applications such as Microsoft Office Suite (Word, Excel, PowerPoint), as well as email programs like Outlook or Gmail.
• Proficiency with communication tools like Skype, Zoom, or Slack for internal organizational communication.
• Basic troubleshooting skills to resolve minor technical issues that may arise during remote work, such as internet connectivity problems or software glitches.

• Experience with call center software systems such as Salesforce, EMRs/EHRs is advantageous.
• Flexibility to adapt to changing priorities, technology, and business needs.
• Ability to react calmly and effectively in an emergency.
• Familiarity with outpatient mental health settings and services preferred.

Physical Demands/Work Environment: 

This role will be location at our Denton, TX site location, Monday-Friday. Occasional irregular hours; frequent standing, stooping, bending, kneeling, pushing and pulling; occasional lifting up to 50 pounds; environment in an outpatient behavioral health setting. 

Disclaimer 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The employer retains the right to change or assign other duties to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.