Intake Access Coordinator

Clarity Clinic • Chicago, IL

4h

About The Position

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. The Intake Access Coordinator is 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 ensuring timely and warm handoffs to the Intake Coordinator. The Intake Access Coordinator operates under the supervision of the Director of Intake and follows established protocols and escalation pathways at all times, never providing clinical recommendations.

Requirements

• High School Diploma required
• Minimum 1 year of customer service, healthcare scheduling, or behavioral health administrative experience.
• Proficiency in 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.
• Ability to maintain strict confidentiality and exercise sound judgment.
• Availability to work a schedule that may include some evenings and/or weekends as needed.

Nice To Haves

• Associate’s or Bachelor’s degree from an accredited institution preferred.
• Knowledge of behavioral health services and terminology preferred.
• Familiarity with EHR platforms, AdvancedMD preferred, or ability to learn quickly.

Responsibilities

• 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 confirm logistics with patients.
• Conduct pre-assessment follow-up calls, including callbacks, appointment confirmations, and referral status updates.
• Complete pre-assessment documentation accurately and same-day in EHR, including demographics, referral source, insurance information, and any clinical flags noted during initial contact.
• 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.
• Handle neuropsych testing outreach and scheduling in coordination with the neuropsych testing team.
• Manage TMS scheduling and coordination following Intake Coordinator clinical clearance.
• Manage Esketamine scheduling and coordination following Intake Coordinator clinical clearance.
• Coordinate program orientation scheduling and admission logistics for admitted patients per Intake Coordinator direction.
• Apply defined escalation protocols immediately for any safety concern, clinical urgency, insurance question beyond Rep scope, or level-of-care question.
• Escalate any indication of self-harm, suicidal ideation, or immediate safety risk to clinical staff without delay, consistent with Clarity Clinic's crisis escalation protocol.
• Document every escalation in EHR same-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 in intake team meetings, trainings, and quality improvement activities.
• Perform other duties as assigned by the Director, Intake.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED