Client Intake, Scheduling & Benefits Coordinator

Connecticut Counseling Group; Shelton, Northern (CT, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Connecticut Counseling Group in Shelton, CT seeks a Client Intake & Scheduling Coordinator to manage the intake and scheduling for new clients. You will verify insurance benefits, match clients with clinicians, and coordinate with the billing team to ensure a smooth intake process.

The role requires strong phone/email communication, attention to detail, and the ability to manage high volumes while maintaining confidentiality and HIPAA compliance.

Qualifications

• Experience in behavioral health, healthcare, medical scheduling, insurance verification, or a similar client-facing role strongly preferred.
• Experience verifying insurance eligibility and benefits strongly preferred.
• Knowledge of deductibles, copays, coinsurance, authorizations, and in-network/out-of-network benefits.
• Strong phone and customer-service skills.
• Excellent organization and attention to detail.
• Comfortable managing a high volume of calls, emails, follow-ups, and scheduling tasks.
• Able to work independently and consistently follow through on outstanding tasks.
• Comfortable learning practice-management software, CRM systems, insurance portals, and other technology.
• Experience working with electronic health records or practice-management systems is a plus.

Responsibilities

• Respond promptly to new client inquiries by phone, email, website, and other referral sources.
• Speak with prospective clients to understand their scheduling needs, location preferences, insurance, and general reason for seeking services.
• Match clients with appropriate clinicians based on availability, specialty, insurance, location, age, and scheduling needs.
• Schedule initial appointments and communicate appointment details to clients.
• Maintain clinician schedules and stay informed about current openings and availability.
• Follow up with prospective clients who have not yet scheduled.
• Maintain a waitlist when appropriate and contact clients as openings become available.
• Help maximize clinician schedules by filling available appointment times and addressing scheduling gaps.
• Verify insurance eligibility and behavioral health benefits before the client's first appointment.
• Confirm whether clinicians and locations are in-network with the client's insurance plan.
• Verify deductibles, copays, coinsurance, and other applicable behavioral health benefits.
• Determine whether prior authorization or referrals are required.
• Document insurance verification information accurately in the client's record.
• Communicate estimated client financial responsibility clearly and professionally.
• Identify insurance or eligibility issues before the client's first appointment and raise concerns when necessary.
• Coordinate with the billing team when additional insurance clarification is needed.
• Intake Pipeline Management: Track every new inquiry from initial contact through the client's first completed appointment.
• Maintain accurate information in the practice's CRM/intake tracking system.
• Follow up consistently with clients who have not completed required paperwork or confirmed appointments.
• Monitor whether scheduled new clients actually attend their first appointment.
• Follow up when a new client cancels, no-shows, or does not successfully connect with the assigned clinician.
• Identify clients who appear to have stalled in the intake process and proactively resolve barriers.
• Maintain accurate reporting on new inquiries, scheduled clients, pending clients, and completed intakes.
• Client Service & Communication: Greet clients in our Shelton office.
• Provide a warm, professional, and helpful experience for prospective and current clients.
• Answer general questions regarding scheduling, insurance, office locations, telehealth, paperwork, and practice procedures.
• Communicate professionally with clinicians regarding new client assignments and scheduling needs.
• Maintain confidentiality and follow HIPAA requirements at all times.
• Escalate clinical concerns or urgent situations to the appropriate clinical team member rather than providing clinical advice.

Skills

Phone skills

Customer service

Organizational skills

Detail orientation

Independent worker

CRM software

Practice-management software

Insurance verification

Job description

Client Intake, Scheduling & Benefits Coordinator

Hours: 10am-6pm
Reports to: Director of Operations
Connecticut Counseling Group is seeking a highly organized, responsive, and personable Client Intake & Scheduling Coordinator to manage the intake and scheduling process for new clients.
This position serves as one of the first points of contact for prospective clients and plays an important role in making sure inquiries are responded to quickly, insurance benefits are verified accurately, and clients are successfully matched and scheduled with an appropriate clinician.
The ideal candidate is comfortable speaking with clients by phone, understands health insurance benefits, and is highly persistent about following up and making sure no client inquiry falls through the cracks.

Requirements

Qualifications

Experience in behavioral health, healthcare, medical scheduling, insurance verification, or a similar client-facing role strongly preferred.

Experience verifying insurance eligibility and benefits strongly preferred.

Knowledge of deductibles, copays, coinsurance, authorizations, and in-network/out-of-network benefits.

Strong phone and customer-service skills.

Excellent organization and attention to detail.

Comfortable managing a high volume of calls, emails, follow-ups, and scheduling tasks.

Able to work independently and consistently follow through on outstanding tasks.

Comfortable learning practice-management software, CRM systems, insurance portals, and other technology.

Experience working with electronic health records or practice-management systems is a plus.

Client Intake & Scheduling

Respond promptly to new client inquiries by phone, email, website, and other referral sources.

Speak with prospective clients to understand their scheduling needs, location preferences, insurance, and general reason for seeking services.

Match clients with appropriate clinicians based on availability, specialty, insurance, location, age, and scheduling needs.

Schedule initial appointments and communicate appointment details to clients.

Maintain clinician schedules and stay informed about current openings and availability.

Follow up with prospective clients who have not yet scheduled.

Maintain a waitlist when appropriate and contact clients as openings become available.

Help maximize clinician schedules by filling available appointment times and addressing scheduling gaps.

Verify insurance eligibility and behavioral health benefits before the client's first appointment.

Confirm whether clinicians and locations are in-network with the client's insurance plan.

Verify deductibles, copays, coinsurance, and other applicable behavioral health benefits.

Determine whether prior authorization or referrals are required.

Document insurance verification information accurately in the client's record.

Communicate estimated client financial responsibility clearly and professionally.

Identify insurance or eligibility issues before the client's first appointment and raise concerns when necessary.

Coordinate with the billing team when additional insurance clarification is needed.

Intake Pipeline Management

Track every new inquiry from initial contact through the client's first completed appointment.

Maintain accurate information in the practice's CRM/intake tracking system.

Follow up consistently with clients who have not completed required paperwork or confirmed appointments.

Monitor whether scheduled new clients actually attend their first appointment.

Follow up when a new client cancels, no-shows, or does not successfully connect with the assigned clinician.

Identify clients who appear to have stalled in the intake process and proactively resolve barriers.

Maintain accurate reporting on new inquiries, scheduled clients, pending clients, and completed intakes.

Client Service & Communication

Greet clients in our Shelton office

Provide a warm, professional, and helpful experience for prospective and current clients.

Answer general questions regarding scheduling, insurance, office locations, telehealth, paperwork, and practice procedures.

Communicate professionally with clinicians regarding new client assignments and scheduling needs.

Maintain confidentiality and follow HIPAA requirements at all times.

Escalate clinical concerns or urgent situations to the appropriate clinical team member rather than providing clinical advice.

About the Company

Connecticut Counseling Group is dedicated to providing compassionate, high-quality mental health care to individuals and families across Connecticut. A team of licensed mental health professionals offers personalized, evidence-based counseling for children, adolescents, adults, couples, and families. The practice emphasizes a collaborative, client-centered approach that supports healing, resilience, and meaningful, lasting growth. Services are available both in-person and via secure telehealth to ensure accessible care throughout the state. The organization’s mission is to strengthen individuals, families, and communities through integrity, clinical excellence, and a commitment to advancing mental wellness.