Intake Specialist - Student Counseling Center - UTK

University of Tennessee•Knoxville, TN

6d•Onsite

About The Position

The Intake Specialist serves as part of a team of three Intake Specialists that are the primary access point for students seeking services at the Student Counseling Center. This role is responsible for conducting phone triage, structured risk screening, and initial appointment scheduling for student clients, including individuals experiencing active distress or crisis. This position evaluates the acuity and urgency of presenting concerns using established screening protocols and determines appropriate response pathways in coordination with clinicians and clinical leadership. The Intake Specialist facilitates timely access to care through scheduling, resource navigation, and coordination of referrals from campus partners. The role also supports program operations through accurate documentation, data tracking, and analysis to ensure efficient service delivery and continuity of care. Strong judgment, professionalism, and the ability to respond calmly in high-acuity situations are essential. Multiple positions are available.

Requirements

High School Diploma
At least 1 year of experience in a fast-paced, customer service environment.
Previous knowledge/experience through either educational training or work experience with standards of confidentiality in mental health or medical settings.
Strong organizational and time-management skills with the ability to manage multiple competing priorities in a fast-paced environment.
Excellent interpersonal and communication skills, including the ability to interact effectively with students in distress, clinical staff, campus partners, and external providers.
Skill in accurate documentation, data entry, and records management.
Proficiency with standard office technology and software systems.
Ability to maintain strict confidentiality and handle sensitive information with discretion.
Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Nice To Haves

Bachelor’s Degree
At least 1 year of experience either providing administrative support specifically in mental health or medical setting or in entry level case management or mental health support roles (case manager, etc.)
Experience working in higher education
Experience with deescalation, crisis response, mental health or suicide phone screenings.
Knowledge of confidentiality standards and privacy regulations including FERPA, HIPAA, and other relevant standards in mental health.
Knowledge of electronic health record systems, scheduling platforms, and data management practices.
Knowledge of office administration practices, customer service standards, and workflow coordination in a healthcare or student services setting.

Responsibilities

Conducting phone triage, structured risk screening, and initial appointment scheduling for student clients, including individuals experiencing active distress or crisis.
Evaluating the acuity and urgency of presenting concerns using established screening protocols and determining appropriate response pathways in coordination with clinicians and clinical leadership.
Facilitating timely access to care through scheduling, resource navigation, and coordination of referrals from campus partners.
Supporting program operations through accurate documentation, data tracking, and analysis to ensure efficient service delivery and continuity of care.
Facilitating referral coordination with campus partners such as Student Health Center, Center for Care and Resilience, Title IX, and other campus and community partners.
Managing daily front desk operations for a high-volume university counseling center, including client check-in, appointment scheduling and rescheduling, and management of departmental email and voicemail systems.
Serving as a welcoming and professional point of contact for students, families, and campus partners while responding to urgent operational needs.
Maintaining security and organization of lobby, front office, staff lounge, and shared spaces.
Coordinating meeting room scheduling and assisting with departmental meeting preparation and logistics.
Processing clinical records requests in accordance with confidentiality and privacy standards.
Scanning, uploading, and maintaining documentation within the electronic health record (EHR) system.
Ensuring accurate and timely documentation of triage encounters and administrative processes.
Supporting operational reporting and program effectiveness through data tracking, documentation accuracy, and adherence to established procedures.
Providing administrative coordination supporting counseling center operations, including managing departmental mail, maintaining procedural manuals and shared resources, coordinating supply requests and ordering with the Operations Manager, and facilitating communication among staff regarding time-sensitive operational needs.