Care Management / Intake Coordinator (Durham, NC)

Pathways to Life•Durham, NC

5d•Onsite

About The Position

We are seeking a compassionate, organized, and detail-oriented Intake Coordinator to serve as the first point of contact for individuals seeking services. The ideal candidate is customer-focused, professional, and passionate about helping individuals access behavioral health and substance use treatment services. This individual must be able to manage multiple priorities, maintain confidentiality, and work effectively in a fast-paced environment. At Pathways to Life Inc., we are dedicated to helping individuals access the support and services they need to achieve lasting recovery and improved well-being. Our team is committed to providing compassionate, person-centered care while fostering a supportive and collaborative workplace. As an Intake Coordinator, you will play a critical role in creating a positive first impression and helping individuals begin their journey toward success.

Requirements

Bachelor’s degree in a Human Services field plus 2 years of full-time experience with the population served OR Bachelor’s degree in a non-Human Services field plus 4 years of related full-time experience
Knowledge of mental health and substance use disorders.
Strong communication, interpersonal, and customer service skills.
Ability to manage multiple priorities in a fast-paced environment.
Excellent organizational, time management, and documentation skills.
Experience with electronic health records (EHRs) and Microsoft Office or Google Workspace.
Ability to maintain confidentiality and professional boundaries.

Nice To Haves

2 years of experience in behavioral health, healthcare intake, customer service, case management, or administrative support preferred.
Experience with mental health and substance use services, Medicaid eligibility verification, referrals, scheduling assessments, and coordination of care preferred.
Experience with Medicaid-funded behavioral health services.
Familiarity with North Carolina behavioral health systems.
Experience working with managed care organizations, Tailored Plans, or community-based services.
Bilingual (English/Spanish) preferred.

Responsibilities

Answer incoming calls and respond to inquiries in a professional and timely manner.
Conduct intake interviews and collect required client information and documentation.
Verify insurance coverage and eligibility when applicable.
Schedule appointments and coordinate admissions with clinical staff.
Maintain accurate and confidential client records in the electronic health record (EHR) system.
Explain program services, policies, and procedures to prospective clients.
Follow up with referrals, clients, and community partners as needed.
Coordinate assessments and referrals to appropriate services.
Collaborate with Tailored Care Management, outpatient providers, and community partners to ensure continuity of care.
Ensure compliance with HIPAA and all applicable confidentiality requirements.
Assist with general administrative and front desk duties.