Intake Coordinator

Priority Dispatch Corp.; Tempe (AZ); On-site; USD 42,000 - 58,000; Full time

Job summary

Turnwell Mental Health Network is seeking an Intake Coordinator to manage referrals and new patient inquiries, guiding them from initial contact to scheduling. You will use Salesforce as the system of record, verify benefits, and coordinate with clinic teams to prepare for the first visit.

The role requires handling 40–50 intakes weekly with high attention to detail and compassionate communication. HIPAA compliance is essential, and experience with EHRs is highly valued.

Qualifications

• High school diploma or equivalent required; associate degree or higher preferred.
• 1–2 years in patient access, medical scheduling, or healthcare intake.
• Experience with Salesforce or similar CRM; ability to learn new systems quickly.
• Experience with EHR systems; psychiatric EHR familiarity is a plus.
• Strong communication skills and empathetic patient engagement.
• Ability to manage a high volume of tasks with accuracy.

Responsibilities

• Manage all incoming referrals and new patient inquiries from all sources.
• Enter and maintain accurate patient/referral information in Salesforce.
• Monitor referral pipeline daily and progress toward scheduled intake.
• Prioritize outreach to maximize conversion to scheduled intakes.
• Contact prospective patients via phone, text, and email across multiple touchpoints.
• Document outreach activity and dispositions in Salesforce in real time.
• Escalate unreachable or high-risk referrals to Practice Manager.
• Conduct intake conversations to collect demographics, insurance, and concerns.
• Determine provider type and schedule intake appointment.
• Verify insurance benefits and enter data into Salesforce/EHR.
• Transfer intake data from Salesforce to the EHR and prep clinic.
• Maintain HIPAA compliance and data integrity.

Skills

Salesforce

EHR proficiency

Customer service

HIPAA compliance

Attention to detail

High-volume scheduling

Education

Associate degree in healthcare

High school diploma

Tools

Salesforce

EHR systems

Job description

Position SummaryThis 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 ResponsibilitiesReferral & New Patient ManagementManage 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-UpExecute 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 & SchedulingConduct 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 DocumentationVerify 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 PreparationUpon 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 & ComplianceMaintain 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.QualificationsRequiredHigh 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.PreferredPrior 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 CompetenciesPatient-Centered CommunicationReferral Pipeline ManagementSalesforce & EHR ProficiencyInsurance Verification & Benefits KnowledgeHigh-Volume Task ManagementAttention to Detail & Data AccuracyFollow-Through & AccountabilityEmpathy & ProfessionalismWork Environment & Physical RequirementsThis 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 & BenefitsTurnwell 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 NetworkTurnwell 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.