Intake Coordinator (Outpatient)

Gosnold•Falmouth, MA

44d

About The Position

Gosnold, Inc. is a nationally accredited non-profit leader in the prevention, treatment and recovery of mental health and substance use disorders. We offer a full, end-to-end continuum of care offering a wide range of treatment options. Highly regarded for innovation, we offer a comprehensive patient centered continuum of care tailored to fit the needs of each individual. Gosnold welcomes like-minded individuals who are passionate about our mission to support people and families affected by these disorders, and to promote lasting recovery. The Outpatient Intake Coordinator is responsible for gathering relevant pre-admission patient information for patients seeing admission to one of Gosnold’s outpatient programs. They are responsible for the accurate and timely collection of information, interpreting the information and determining admission suitability or the need for higher level clinical screening. This position will respond to patient, family or professional referent calls and emails promptly and with a high degree of sensitivity, courtesy, and professionalism. The Outpatient Intake Coordinator will project a warm and friendly demeanor to all patients, families, and referents. As operational needs require, this role may also respond to calls and emails from individuals seeking admission to or information about Gosnold’s inpatient programs.

Requirements

Education: High School Diploma required, college degree preferred.
Experience: Ability to use a computer and web-based programs.
Skills: Strong customer service orientation. Knowledge of electronic data systems. Ability to accurately enter data into an electronic health record system. Ability to multi-task and service multiple callers.

Responsibilities

Provide excellent customer service and communicate effectively with Gosnold patients, families, health care providers, and other referring parties seeking access to outpatient services.
Respond promptly and professionally to phone, email, electronic, and referral-based inquiries regarding outpatient programs, demonstrating sensitivity, discretion, and compassion.
Collect, review, and interpret referral, clinical, and demographic information to support determination of outpatient admission suitability or the need for higher-level clinical screening.
Determine preliminary payer status and verify health insurance coverage for outpatient services prior to admission or scheduling.
Prepare, enter, and maintain accurate and complete electronic patient records in the medical record system, ensuring timely and accurate documentation of referral, intake, and admission data.
Initiate financial discussions with patients or families as needed, collect required documentation, and coordinate with billing or finance teams to support reimbursement and payment processes.
Communicate and collaborate with clinical, administrative, billing, and program teams to support appropriate placement, timely access to care, and optimal utilization of outpatient services.
Clearly and accurately communicate knowledge of Gosnold’s continuum of care and outpatient service offerings, facilitating appropriate referrals within Gosnold’s programs when clinically indicated.
Maintain awareness of key referral sources, including clinical providers, hospitals, community partners, alumni, and primary care practices, and prioritize requests accordingly.
Respond to general information requests by directing callers to appropriate programs, resources, websites, or community support as needed.
Participate as an active and collaborative member of the intake team, supporting shared workflows, coverage needs, and team-based problem solving.
Interface with leadership, peers, and external partners in a manner that promotes professionalism, collaboration, learning, and mutual respect.
Support new initiatives, process improvements, and department or program-level projects aimed at improving access, efficiency, and patient experience.
Maintain accurate intake documentation and assist with reporting, tracking, and data collection to support operational, clinical, and management needs.
Demonstrate understanding of, or the ability to learn, systems of addiction and mental health treatment and levels of care.
Perform all other duties as assigned, including but not limited to assisting with inpatient-related intake calls or inquiries when operationally necessary.