Position Summary
This position supports our Mission – To expand access to compassionate, high-quality mental health care.
The Intake Coordinator (IC) is the first point of contact for new patients and incoming referrals at Turnwell Mental Health Network, playing a pivotal role in connecting individuals to the mental health care they need. The IC owns the full intake journey — from initial referral receipt through scheduling and EHR transfer — ensuring every prospective patient is engaged promptly, accurately, and compassionately. Operating at a volume of 40–50 intakes per week, this role demands exceptional organizational skill, attention to detail, and the ability to manage a high-volume pipeline across multiple communication channels.
The IC works primarily within Salesforce as the system of record for all referral management activities and coordinates closely with clinic teams, providers, and the EHR to prepare for each patient's first visit.
Core Responsibilities
Referral & New Patient Management
Manage all incoming referrals and new patient inquiries, regardless of source — online webforms, phone calls, or walk-ins to the clinic.
Enter and maintain accurate patient and referral information in Salesforce, ensuring records are complete, current, and properly categorized.
Monitor the referral pipeline daily to ensure all patients are managed timely and all active leads are progressing toward a scheduled appointment.
Prioritize outreach based on referral date, urgency indicators, and contact history to maximize conversion to scheduled intakes.
Patient Outreach & Referral Follow-Up
Execute the referral management process for all inquiries, creating tasks in Salesforce to document and track each outreach attempt.
Contact prospective patients via phone call, text, and email across multiple touchpoints to ensure thorough and persistent follow-up until contact is made and the patient is scheduled or disqualified.
Communicate with warmth and professionalism, recognizing that patients seeking mental health care may be in a vulnerable state.
Document all outreach activity, patient responses, and disposition outcomes in Salesforce in real time.
Escalate unreachable or high-risk referrals to the Practice Manager per established protocols.
Intake Information Gathering & Scheduling
Conduct intake conversations with prospective patients to collect demographic, clinical history, insurance, and presenting concern information.
Determine the appropriate provider type (MD, APP, or therapist) based on the patient's stated needs and requested services and schedule the intake appointment accordingly.
Confirm appointment details with the patient and communicate any pre-visit requirements, forms, or documentation needed prior to their intake visit.
Manage the intake appointment schedule with accuracy, avoiding double-bookings and aligning appointments with provider availability and clinic capacity.
Insurance Verification & Salesforce Documentation
Verify patient insurance benefits, confirming coverage, co-pays, deductibles, and any authorization requirements.
Enter verified benefits information into Salesforce / EHR completely and accurately, ensuring the data is accessible to the billing team and clinic staff.
Communicate benefit details to the patient clearly, including any estimated out-of-pocket costs, and flag complex coverage situations to the billing team as needed.
Identify and address insurance-related barriers to scheduling (e.g., out-of-network status, prior authorization requirements) in coordination with the RCM team.
EHR Transfer & Clinic Preparation
Upon confirmed scheduling, transfer all relevant patient intake information from Salesforce into the Electronic Health Record (EHR) system to prepare the clinic and providers for the intake visit.
Ensure all required fields, documents, and clinical history data are accurately entered in the EHR prior to the patient's appointment.
Coordinate with the clinic team to confirm that providers have the information needed to conduct a productive intake visit.
Maintain data integrity between Salesforce and the EHR, flagging discrepancies and resolving them promptly.
Performance & Compliance
Maintain an intake volume of 40–50 scheduled patients per week, tracking personal productivity metrics and reporting progress to the Practice Manager.
Adhere to all HIPAA regulations and organizational policies regarding patient privacy, data handling, and communication standards.
Participate in team meetings, training sessions, and process improvement initiatives as directed.
Identify inefficiencies in the intake workflow and proactively recommend improvements to the Practice Manager.
Qualifications
Required
High school diploma or equivalent required; associate degree or higher in healthcare administration, business, or a related field preferred.
Minimum 1–2 years of experience in a patient access, medical scheduling, customer service, or healthcare intake role.
Experience with Salesforce or a comparable CRM platform; ability to learn and navigate new systems quickly.
Experience with Electronic Health Record (EHR) systems; familiarity with psychiatric EHR platforms is a plus.
Strong communication skills, both verbal and written, with the ability to engage patients empathetically across phone, text, and email.
Demonstrated ability to manage a high volume of tasks simultaneously with accuracy and composure.
Knowledge of basic insurance terminology and benefits verification processes.
Commitment to patient confidentiality and adherence to HIPAA regulations.
Preferred
Prior experience in a behavioral health, psychiatric, or mental health setting.
Familiarity with referral management workflows or patient access best practices.
Experience conducting insurance verifications and working with payer portals.
Bilingual communication skills are a plus.
Core Competencies
Patient-Centered Communication
Referral Pipeline Management
Salesforce & EHR Proficiency
Insurance Verification & Benefits Knowledge
High-Volume Task Management
Attention to Detail & Data Accuracy
Follow-Through & Accountability
Empathy & Professionalism
Work Environment & Physical Requirements
This position is primarily clinic-based and involves extended periods of computer use, phone communication, and data entry. The IC may occasionally be asked to support other Turnwell Mental Health Network locations. Occasional lifting of up to 20 pounds may be required. This role involves regular interaction with individuals seeking mental health care; a calm, compassionate, and non-judgmental approach is essential at all times.
Compensation & Benefits
Turnwell Mental Health Network offers a competitive compensation package commensurate with experience. Benefits eligibility is determined based on employment status and organizational policy. Details will be provided during the recruitment process.
About Turnwell Mental Health Network
Turnwell Mental Health Network is a comprehensive mental health practice dedicated to providing compassionate, evidence-based care to individuals across all stages of their mental health journey. Our services include general psychiatric evaluation and medication management, individual and group therapy, Transcranial Magnetic Stimulation (TMS), Spravato® (esketamine), IV Ketamine therapy, and Intensive Outpatient Programming (IOP). We are committed to breaking barriers to mental health care and empowering our communities through innovation, clinical excellence, and compassion.
