Intake Coordinator

West Texas Counseling & Guidance•San Angelo, TX

1d•Onsite

About The Position

The Intake Coordinator is responsible for overseeing the daily operations and performance of the Intake/Reception Team across multiple sites and company locations. This role ensures efficient, client-centered intake processes while supporting front-office staff and coordinating workflow. The Intake Coordinator sets and maintains high standards of customer service for the Intake Specialist team and ensures adherence to established procedures and compliance requirements. Serving as the primary leader for Intake Specialists, the Intake Coordinator collaborates closely with clinical, administrative, and billing/QA teams to support seamless operations. This position acts as a key liaison between Intake Specialists and counselors, ensuring effective communication and continuity of care. The Intake Coordinator is also responsible for assisting with the hiring, training, and supervision of Intake Specialists. A primary focus of the role is maintaining appropriate staffing levels and ensuring schedules are adequately covered across all locations. In situations where coverage gaps arise, the Intake Coordinator will coordinate staffing solutions and may step in to perform Intake Specialist duties as needed. The successful candidate will become proficient in the organization’s Electronic Health Record (EHR) system and demonstrate a strong understanding of Intake Specialist responsibilities and daily operations. The Intake Coordinator ensures all team members are properly trained, supported, and performing to their full potential. This role requires strict adherence to privacy and confidentiality standards, including HIPAA and applicable state regulations. The Intake Coordinator is expected to remain knowledgeable of and compliant with all organizational policies, procedures, and guidelines outlined in the Policies and Procedures Manual. This full-time position is an excellent opportunity for individuals interested in the mental health field, offering valuable experience in a clinical setting and strong potential for long-term professional growth. Regular and reliable attendance is an essential requirement of this role.

Requirements

High school diploma or equivalent required
Excellent interpersonal, communication, organization and customer service/problem solving skills.
Capability to work both independently and collaboratively as part of a team.
Ability to manage multiple sites and priorities in a fast-paced environment
Prior supervisory or team lead experience required
Professional demeanor, patience, and the ability to stay composed in high-stress situations.
Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
Willingness and ability to learn and use an electronic health record (EHR) system;
Ability to maintain a flexible full-time schedule based on organizational needs.
Must pass a comprehensive background check.

Nice To Haves

Associate or bachelor’s degree in healthcare administration, Business Administration, Psychology, Social Work, or a related field preferred
Equivalent combination of education and relevant experience in healthcare, behavioral health, or office management may be considered in lieu of a degree
Experience with EHR systems preferred
Minimum of 2–3 years of experience in a healthcare, counseling, or medical office setting
Strong knowledge of front office operations, intake procedures, and customer service best practices

Responsibilities

Help oversee daily intake workflow, ensuring calls, inquiries, and scheduling are handled efficiently
Supervise, support, and provide ongoing guidance to Intake Specialist Leads and Intake Specialist- consideration for all locations and differing time zones
Develop staff schedules to ensure adequate coverage across
Conduct regular team meetings, trainings, and performance evaluations
Assist in hiring, onboarding, and training new intake staff
Provide coaching, feedback, and corrective action when needed
Coordinate with clinical staff to support client placement and scheduling needs
Work with billing team to ensure accurate insurance and payment processes
Communicate with leadership regarding workflow challenges, staffing needs, and performance metrics
Communicate trends, challenges, and team needs upward to leadership
Help identify ongoing training needs within the team
Track and report key performance indicators (KPIs) such as call volume, intake scheduling rates, and client wait times
Maintain updated workflow processes, procedures, and training materials
Assist with special projects and organizational initiatives as needed
Collaborate with the billing department to support accurate and timely billing
Monitor and assign incoming Antietam and referrals to team members.
Identify inefficiencies or recurring issues in intake processes and determining workflow improvements.
Communicate updates on implementation of new procedures or systems to the team
Help track patterns in client needs, waitlists, and service gaps
Ensure appropriate referrals and service matching
Perform Quality Assurance on intake documentation and client records for accuracy, completeness, and consistency
Ensure a welcoming, professional, and trauma-informed environment for all clients
Oversee client check-in/check-out processes, including copay collection
Support staff in managing difficult client interactions or escalations
Assist staff with complex or unclear intake situations
Monitor appointment scheduling, cancellations, and rescheduling processes
Provide constructive feedback to staff to improve performance
Monitor quality of client interactions and professionalism
Serve as a calming and reassuring presence and alert other members of leadership team when needed
During emotional distress or crisis situations, engage clients with empathy, patience, and professionalism
Communicate effectively with individuals from diverse cultural and socioeconomic backgrounds
Ensure adherence to agency policies, confidentiality standards (HIPAA), and ethical practices across the program.
Ensure compliance with state-specific regulations and organizational policies
Conduct regular audits of intake documentation and front office procedures