Intake Coordinator (Durham, NC)

Kaizen Lab Inc.; Durham (NC); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Professional development

Supportive work environment

Voluntary benefit options

Job summary

Pathways to Life Inc. is seeking an Intake Coordinator in Durham, NC to serve as the first contact for individuals seeking behavioral health services.

The role requires compassionate, organized, and detail-oriented handling of inquiries, data collection, and insurance verification. Responsibilities include conducting intake interviews, coordinating admissions with clinical staff, maintaining confidential records, and guiding clients through program services.

Qualifications

• Bachelor's degree in a Human Services field with 2+ years of full-time experience serving the population
• Bachelor's degree in a non-Human Services field with 4+ years of related full-time experience
• 2 years of experience in behavioral health, healthcare intake, customer service, case management, or administrative support preferred
• Experience with Medicaid eligibility verification, referrals, scheduling assessments, and coordination of care preferred

Responsibilities

• Answer incoming calls and respond to inquiries in a professional and timely manner
• Conduct intake interviews and collect required client information and documentation
• Verify insurance coverage and eligibility when applicable
• Schedule appointments and coordinate admissions with clinical staff
• Maintain accurate and confidential client records in the electronic health record (EHR) system
• Explain program services, policies, and procedures to prospective clients
• Follow up with referrals, clients, and community partners as needed
• Coordinate assessments and referrals to appropriate services
• Collaborate with Tailored Care Management, outpatient providers, and community partners to ensure continuity of care
• Ensure compliance with HIPAA and all applicable confidentiality requirements
• Assist with general administrative and front desk duties

Skills

Mental health knowledge

Communication skills

Multitasking

Organizational skills

EHR experience

Office/Workspace tools

Confidentiality

Medicaid experience

NC behavioral health familiarity

Managed care experience

Bilingual English/Spanish

Education

Bachelor's degree in Human Services field

Bachelor's degree in non-Human Services field

Job description

Who We Are Looking For

We are seeking a compassionate, organized, and detail-oriented Intake Coordinator to serve as the first point of contact for individuals seeking services. The ideal candidate is customer-focused, professional, and passionate about helping individuals access behavioral health and substance use treatment services. This individual must be able to manage multiple priorities, maintain confidentiality, and work effectively in a fast-paced environment.

What You Will Do

• Answer incoming calls and respond to inquiries in a professional and timely manner.

• Conduct intake interviews and collect required client information and documentation.

• Verify insurance coverage and eligibility when applicable.

• Schedule appointments and coordinate admissions with clinical staff.

• Maintain accurate and confidential client records in the electronic health record (EHR) system.

• Explain program services, policies, and procedures to prospective clients.

• Follow up with referrals, clients, and community partners as needed.

• Coordinate assessments and referrals to appropriate services.

• Collaborate with Tailored Care Management, outpatient providers, and community partners to ensure continuity of care.

• Ensure compliance with HIPAA and all applicable confidentiality requirements.

• Assist with general administrative and front desk duties.

What We Offer

• Competitive salary

• Health, dental and vision insurance

• Paid time off and holidays

• Professional development opportunities

• Supportive and mission-driven work environment

• Multiple voluntary benefit options

Qualifications

Education

• Bachelor's degree in a Human Services field plus 2 years of full-time experience with the population served

• OR

• Bachelor's degree in a non-Human Services field plus 4 years of related full-time experience

Experience

• 2 years of experience in behavioral health, healthcare intake, customer service, case management, or administrative support preferred.

• Experience with mental health and substance use services, Medicaid eligibility verification, referrals, scheduling assessments, and coordination of care preferred.

Required Knowledge & Skills

• Knowledge of mental health and substance use disorders.

• Strong communication, interpersonal, and customer service skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Excellent organizational, time management, and documentation skills.

• Experience with electronic health records (EHRs) and Microsoft Office or Google Workspace.

• Ability to maintain confidentiality and professional boundaries.

Preferred Qualifications

• Experience with Medicaid-funded behavioral health services.

• Familiarity with North Carolina behavioral health systems.

• Experience working with managed care organizations, Tailored Plans, or community-based services.

• Bilingual (English/Spanish) preferred.

About Pathways to Life

At Pathways to Life Inc., we are dedicated to helping individuals access the support and services they need to achieve lasting recovery and improved well-being. Our team is committed to providing compassionate, person-centered care while fostering a supportive and collaborative workplace. As an Intake Coordinator, you will play a critical role in creating a positive first impression and helping individuals begin their journey toward success.

Equal Opportunity Statement

Pathways to Life Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.