Intake Access Coordinator

Clarity Clinic; Chicago (IL); On-site; USD 31,684 - 34,440; Full time

Job summary

Clarity Clinic is a multidisciplinary private practice in Illinois seeking an Intake Access Coordinator to be the first point of contact for prospective clients and referral sources. You will manage pre-assessment intake activities, collect demographics and insurance information, and coordinate scheduling to ensure a smooth transition to clinical assessment.

The role emphasizes HIPAA compliance, confidentiality, and escalation protocols, with the supervision of the Director of Intake.

Qualifications

• High School Diploma required; Associate’s or Bachelor’s degree preferred.
• Minimum 1 year of customer service, healthcare scheduling, or behavioral health administrative experience.
• Knowledge of behavioral health services and terminology preferred.
• Proficiency in Microsoft Office Suite and multi-line phone systems.

Responsibilities

• Answer and triage calls, emails, and inquiries with professionalism and urgency.
• Gather pre-assessment information from prospective clients and referral sources.
• Provide general cost estimates prior to scheduling intake.
• Schedule intake assessments and confirm logistics with patients.

Skills

Customer service

Communication

Organizational skills

Compassionate client-centered

Education

High School Diploma

Associate’s or Bachelor’s degree preferred

Tools

AdvancedMD EHR

Microsoft Office Suite

Multi-line phone systems

Job description

Clarity Clinic is an interdisciplinary private practice bringing together Psychiatrists, Advanced Practice Providers (PAs, NPs), Psychologists, and Therapists. Our mission is to guide the whole person toward clarity and mental wellness through exceptional, holistic care. We offer a broad range of specialties and treatment approaches — including medication management, psychological assessment, and psychotherapy — to support people wherever they are in life. Through this multidisciplinary model, we're redefining what accessible, comprehensive mental health care looks like.

We are seeking an Intake Access Coordinator to serve as the first point of contact for prospective clients, families, and referring providers across designated Clarity Clinic service lines. In this non-clinical role, you will serve as the first point of contact for prospective patients, managing all pre-assessment intake activities, including gathering clinical and demographic information, providing preliminary financial and insurance information, coordinating assessment scheduling, and ensuring a warm, timely, and seamless transition to the clinical assessment process. TheIntake Access Coordinatoroperatesunder the supervision of the DirectorofIntakeandfollows established protocols and escalation pathways at all times, never providing clinical recommendations.

Pay Range (USD): $23.00 - $25.00 hourly

Duties/Responsibilities:

Pre-Assessment Functions-All Service Lines

• Answer and triage incoming calls, emails, and web inquiries with professionalism, compassion, and urgency.
• Gather required pre-assessment information from prospective clients and referral sources.
• Provide patients with a general cost estimate prior to scheduling the intake assessment.
• Schedule intake assessments with the Intake Coordinator and confirmlogisticswith patients.
• Conduct pre-assessmentfollow-up calls, including callbacks, appointment confirmations, and referral status updates.
• Complete pre-assessment documentation accurately andsame-dayinEHR, including demographics, referralsource, insurance information, and any clinical flags noted duringinitialcontact.
• Manage therapy matching outreach per the CC-CTS_IOS protocol, including IRL review blocks, first and second-attempt outreach, and scheduling for patients selecting the “H” option.
• Handleneuropsychtesting outreach and scheduling in coordination with theneuropsychtesting team.
• Manage TMS scheduling and coordination following Intake Coordinator clinical clearance.
• ManageEsketaminescheduling and coordination following IntakeCoordinatorclinical clearance.
• Coordinate program orientation scheduling and admission logistics for admitted patients per Intake Coordinator direction.
• Apply defined escalation protocolsimmediatelyfor any safety concern, clinical urgency, insurance question beyond Rep scope, or level-of-care question. Never provide clinical recommendations.
• Escalate anyindicationof self-harm, suicidal ideation, or immediate safety risk to clinical staff without delay, consistent with Clarity Clinic's crisis escalation protocol.
• Document every escalation inEHRsame-day: what was said, who was notified, and the outcome.
• Adhere to HIPAA, the Illinois Mental Health and Developmental Disabilities Confidentiality Act (MHDDCA), and all applicable Clarity Clinic privacy and confidentiality policies.
• Maintain documentation practices that support audit readiness for Joint Commission Behavioral Health Care and Human Services (BHCS) review.
• Participate inintaketeam meetings, trainings, and quality improvement activities.
• Perform other duties as assigned by the Director, Intake.

Qualifications and Minimum Requirements:

• High School Diplomarequired;Associate’s or Bachelor’sdegree from an accredited institution preferred.
• Minimum 1 year of customer service, healthcare scheduling, or behavioral health administrative experience.
• Knowledge of behavioral health services and terminology preferred.
• Proficiencyin Microsoft Office Suite and multi-line phone systems.
• Exceptional customer service and communication skills; ability to engage with clients in emotional distress with patience and professionalism.
• Strong organizational skills and attention to detail; ability to manage high call volume without sacrificing quality.
• Familiarity with EHR platforms,AdvancedMDpreferred, or ability to learn quickly.
• Ability tomaintainstrict confidentiality and exercise sound judgment.
• Availability toworka schedule that may include some evenings and/or weekends as needed.
• Escalation Judgment & Safety Awareness – Recognizes safety concerns, clinical urgency, and level-of-care questionsimmediatelyand routes them through the defined escalation pathway without delay, never offering a clinical opinion outside the scope of the role.
• Compliance & Documentation Accuracy – Completes same-dayEHRdocumentation for every pre-assessment contact and escalation, supporting HIPAA, Illinois MHDDCA, and Joint Commission audit readiness.
• Multi-Service Line Coordination – Manages simultaneous outreach and scheduling workflows across Therapy Matching,NeuropsychTesting, TMS, andEsketaminewithout dropping handoffs to Intake Coordinators.
• Compassionate, Client-Centered Communication – Engages prospective patients and familiesindistress with warmth and professionalism, holding tone and pace steady across high call volume.
• Protocol Adherence & Follow-Through – Executes defined outreach sequences, such as CC-CTS_IOS first and second-attempt outreach, completely and on schedule, without deviation.
• Accurate Financial Communication – Delivers cost estimates clearly and consistently, setting expectations before scheduling without overstepping into insurance determinations reserved for clinical or billing staff.
• Reliability in High-Volume Environments – Maintains consistent quality and pace across high call and message volume, including evening and weekend coverage as scheduled.
• Cross-Team Handoff Quality – Provides Intake Coordinators with complete,accuratepre-assessment information, enabling a warm and seamless transition for prospective patients.

Physical Requirements :

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employeeis regularly required tocommunicate effectively with others,frequentlyrequiredto sit and use a keyboard, and must occasionally lift and/or move up to 25 pounds.

Other Duties:

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform related duties as assigned by their supervisor.

We celebrate diversity when it comes to all backgrounds and identities, and we encourage applications from minorities, LGBTQ+ individuals, candidates of all ages, and nontraditional backgrounds.

Clarity Clinic is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.