Intake Operations Specialist
About The Position
About the Position: The Intake Operations Specialist plays a critical role in ensuring a smooth, accurate, and supportive entry experience for all new clients. The Intake Operations Specialist serves as the administrative hub of the intake process, owning key non-clinical workflow components including portal setup, form distribution, scheduling coordination, demographic accuracy, communication, and payment verification. The Intake Operations Specialist helps eliminate gaps in communication that can occur when multiple teams and systems are involved, ensuring that clients are appropriately placed, informed, and prepared before beginning treatment. The Intake Operations Specialist works closely with Centralized Intake and clinic-based staff to streamline workflows, improve data accuracy, and reduce administrative burden on clinical teams. This position is primarily remote and requires occasional travel to our outpatient offices in Chappaqua, NY, Huntington, NY, New York, NY, Ramsey, NJ, and Wilton, CT. Candidate must reside in CT, NY, NJ, or MA.
Requirements
- High School diploma or Equivalent required.
- Must have proficient computer skills including competence in software applications (such as Microsoft Office Suite, Adobe Salesforce, and Eventbrite) and use of internet applications.
- Ability to work both independently and collaboratively, as necessary.
- Awareness and sensitivity to addiction, socioeconomics, and strong cultural competency.
- Strong oral and written communication skills.
- Excellent organization and time management skills.
- Strong problem-solving and follow-up skills; must be proactive and take initiative.
Responsibilities
- Create and manage portal accounts for all new intakes
- Send standardized intake links using approved templates
- Ensure all required forms are distributed, completed, and properly documented
- Ensure Client Administered Assessment Series and other required forms are completed prior to admission
- Monitor form completion status and follow up as needed
- Own centralized intake scheduling workflows
- Coordinate with Admissions to view, enter, and update schedules
- Manage rescheduling requests and calendar updates
- Work closely with team to avoid double-booking or miscommunication
- Identify and resolve scheduling conflicts proactively
- Monitor cancellations and fill open appointment slots
- Coordinate in-person intakes with clinic management
- Ensure clients are correctly placed in the appropriate Level of Care (LOC) in both Aura and Salesforce
- Enter team assignments are entered
- Clean and maintain accurate demographic records
- Resolve missing or incomplete client information
- Identify and correct data discrepancies between systems
- Serve as a centralized communication point to reduce handoff gaps
- Oversees completion of the intake process in accordance with established protocols, including finances and documentation
- Send standardized welcome emails including: Client handbook, Program information, Assigned primary clinician as well as initial appointment series, and Process for UToxes (virtual)
- Provide clear instructions and guidance to clients throughout the intake process
- Use a supportive, customer-service-forward approach when engaging with clients and families
- Confirm that all payment pages are completed, signed, and documented
- Follow up on missing financial documentation
- Escalate issues as appropriate to billing or leadership
- Maintain accurate administrative intake records
- Performs other duties as assigned to support operational excellence across programs. Responsibilities may extend beyond those listed and may include travel to OPS sites as needed to meet organizational objectives.
Benefits
- Comprehensive benefit package
- Paid Time Off (which increases after 1 year with Mountainside)
- Paid holidays including a Multicultural Holiday
- 401(k) with employer matching
- Free meals while working on the Canaan campus
- Monthly $75.00 wellness reimbursement. Our Wellness Reimbursement benefit is meant to encourage employees to engage in productive self-care to avoid burnout and compassion fatigue.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
