Intake and Administrative Coordinator

Metropolitan Family Services•Chicago, IL

About The Position

Metropolitan Family Services is hiring an Intake and Administrative Coordinator for its Metropolitan Peace Academy office. The role supports Behavioral Health Services (BHS) through participant intake and referrals, administrative and documentation compliance, EHR and billing support, and coordination with the Information Systems department. The position serves Participants, families, partner organizations, BHS staff, and agency leadership, with an emphasis on culturally responsive, trauma-informed service and community violence intervention practices. The coordinator reviews and tracks referrals, helps connect Participants to appropriate services, supports crisis-line callers, and coordinates participant assignment with clinical leadership. The role also monitors records and staff documentation for accuracy and compliance, maintains program files, provides general administrative support, and tracks program metrics. As a first-level EHR support resource, the coordinator helps staff resolve system, documentation, and billing issues; coordinates with billing and quality teams; prepares user guides; and supports staff onboarding and training. The position also liaises with Information Systems and software vendors, documents business and workflow requirements, participates in system testing, and supports user access and system changes. Driving and travel between sites are required.

Requirements

Bachelor’s degree in Social Work, Psychology, Counseling, Human Services, Public Health, Health Information Management, Information Systems, or a related field.
Two years of experience in behavioral health, social services, or health care administrative support, including at least one year of hands-on experience using an EHR or comparable client data system.
Experience supporting Medicaid behavioral health documentation and billing, such as IM+CANS, service notes, and claim corrections.
Ability to complete required agency trainings, including 40-hour domestic violence training and EHR end-user training.
Experience providing end-user training, help-desk, or application support in a human services setting.
Thorough understanding of behavioral health and/or social services to assess and make preliminary determinations of eligibility and service needs.
Cultural humility and ability to build trust with community partners, outreach workers, Participants, and families impacted by community violence.
Working knowledge of EHR systems and ability and willingness to learn a variety of applications.
Proficiency with Microsoft Office programs, including Word, Excel, Outlook, and Teams.
Ability to translate program and community needs into clear system requirements and technical information into plain language for clinical and outreach staff.
Analytical, critical-thinking, and problem-solving skills, including ability to identify root causes of documentation and billing issues.
Working knowledge of behavioral health record confidentiality requirements, including HIPAA, the Illinois Mental Health and Developmental Disabilities Confidentiality Act, and 42 CFR Part 2 where applicable.
Attention to detail, organizational skills, and ability to maintain accurate, confidential records.
Excellent verbal and written communication skills and interpersonal skills.
Ability to multitask in a fast-paced environment and meet multiple deadlines simultaneously.
Courtesy, patience, and good judgment under pressure, including when interacting with people in crisis.
Ability to work effectively with diverse individuals and groups.
Driving is required, and travel between sites is required.

Nice To Haves

Experience in community violence intervention (CVI), crisis response, or community-based behavioral health programs, preferably in the Chicago communities MPI serves.

Responsibilities

Provide welcoming, responsive, culturally responsive, trauma-informed intake and referral services to Participants, families, and partner organizations.
Review BHS referral and release-of-information forms for completeness, accuracy, and compliance, and follow up with referral sources to resolve issues.
Coordinate Participant assignments with the Clinical Supervisor and Director of Behavioral Health Services; update referral tracking systems and confirm EHR registration after intake.
Gather information for preliminary eligibility determinations, provide referrals, and work with community resources to expand external referrals.
Triage and de-escalate people in crisis; return non-urgent crisis-line calls by the next business day and escalate urgent matters to the on-call Clinician or Supervisor.
Monitor staff documentation for completeness, accuracy, timeliness, and compliance with applicable organizational, funder, state, and other requirements.
Maintain Participant records, referral and case staffing forms, releases of information, and program files according to retention, security, and confidentiality requirements.
Provide administrative support, including scheduling, meeting coordination, correspondence, supply and equipment requests, and preparation of reports and data summaries.
Track program metrics and prepare routine reports for BHS leadership, MPI leadership, and funders.
Provide first-level support for the EHR and related applications, helping staff resolve documentation, workflow, and system issues.
Help staff correct incomplete, late, or unbillable documentation; monitor documentation and billing error reports and follow issues through resolution.
Coordinate with billing/revenue cycle and quality teams on claim rejections, denials, corrections, and documentation requirements, and communicate requirements to staff.
Develop and maintain BHS end-user guides and workflow materials; onboard staff to EHR and related systems; coordinate and conduct refresher and update training.
Track recurring system and user issues, analyze patterns, and recommend workflow, template, form, or training improvements.
Liaise between BHS staff, community partners, and Information Systems; submit, track, and escalate help-desk tickets and system requests.
Work with Information Systems and software vendors to document business requirements, workflows, and data needs that reflect CVI practice and community context.
Review system release notes and proposed changes, participate in system and user acceptance testing, and communicate changes before implementation.
Support onboarding of programs, partner organizations, and users in agency applications, including account requests, access changes, and deactivations.
Represent MPI BHS in Information Systems and cross-functional workgroups and advocate for culturally responsive, accessible, practical system design and plain-language communication.
Work effectively with diverse staff, partner organizations, and service populations.
Perform other duties as assigned.