Position Summary

The Intake Support person provides day-to-day support to the existing intake teams across all service lines, with full coverage support for planned absences. This role handles the high-volume execution work of intake: following up with families on outstanding items and next steps, scheduling and confirming evaluations, tracking and updating statuses based on follow-up connections, and verifying authorization and eligibility across service lines. Owning this ongoing follow-up keeps communication with families timely and responsive, and it frees the Intake Specialists to focus on more complex work.

Job Details

• Work setup: Onsite (Eastwood)
• Work Schedule: Monday – Friday, 8am – 5pm MST
• Holidays: US Holidays (Client Holiday Calendar Provided)

Essential Duties and Responsibilities:

Family Communication and Outreach

• Serve as a friendly, responsive point of contact for families during the intake process, answering routine questions and explaining next steps

• Make outbound calls and messages and manage inbound communication throughout the intake process

• Set clear expectations with families about what is needed to move forward, escalating more complex barriers and questions to the Intake Specialists and Internal Operations Manager

Scheduling Support

• Schedule and confirm evaluations

• Proactively follow up with families to fill open evaluation spots

• Review caseloads to keep schedules full and intake statuses up to date

• Schedule clinic tours at a family’s request prior to committing to services

Follow-Ups and Documentation

• Conduct timely follow-ups and adjustments on intake statuses, outstanding documents, referrals, and paperwork

• Support outreach by making phone attempts to reach families, documenting each attempt and helping move them forward in the intake process

• Reach out to families on the waitlist to confirm they are still active in our pipeline, and provide necessary updates

• Create and maintain patient profiles, uploading intake documentation accurately and on time

• Review patient files to help ensure intake documentation is complete, accurate, and current

• Review and categorize incoming faxes and maintain current primary care provider information in patient records (as needed)

• Support medical records requests being sent to the appropriate parties

Authorization and Eligibility Verification

• Check and verify insurance authorization, benefit summaries, and Medicaid eligibility for new and current patients

• Confirm authorizations are in place ahead of intake status changes

• Flag discrepancies, expirations, or missing authorizations to the Intake Specialists/RCM team for resolution

Compliance and Collaboration

• Follow all HIPAA compliance standards and requirements

• Coordinate with the Intake Specialists, Operations, Billing, and Authorization teams to keep patients moving smoothly through the intake pipeline

• Communicate with our clinical teams as needed regarding intake or patients they will be treating, aligning with our internal processes for informing on action items, outstanding tasks, and upcoming deadlines

• Other duties as assigned

Qualifications

• 2+ years of experience in healthcare administration, patient intake, customer service, scheduling, or a related support role.

• Previous experience in behavioral health, therapy services, ABA services, or other healthcare-related environments.

• Experience working with Electronic Medical Records (EMR) systems such as Raintree, CentralReach, Therabill, or similar platforms is preferred.

• Ability to maintain confidentiality and comply with HIPAA and other healthcare privacy regulations.

• Knowledge of insurance verification, authorization processes, Medicaid eligibility, and healthcare benefits is an advantage.

• Excellent verbal and written English communication skills, with the ability to interact professionally and compassionately with patients and families.

• Strong organizational and time-management skills, with the ability to manage multiple tasks in a fast-paced environment.

• Proficient in Microsoft Excel and other Microsoft Office applications.

• Strong attention to detail with the ability to maintain accurate patient records and documentation.

• Ability to follow established procedures while exercising sound judgment when escalating complex issues.