Intake Specialist

Ucsvt; Bennington, Northern (VT, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

United Counseling Service (UCS) in Vermont is seeking an Intake Specialist to manage first-contact intake, gather essential information, and align clients with the appropriate clinical services. The role includes data reporting, coordination of referrals, and collaboration with program staff to ensure timely access to care.

Responsibilities involve documenting encounters, updating provider resources, and assisting with onboarding of new staff to the UA workflow.

Qualifications

• BS/BA in Human Services preferred or 3-5 years relevant work experience in behavioral health, customer service or administrative support.
• Proficiency with Microsoft Office and experience using an Electronic Health Record (EHR) system preferred.

Responsibilities

• Handle initial intake inquiries by phone and email and schedule visits.
• Conduct intake interviews, collect demographics and insurance information.
• Complete intake and admission in line with agency policies and documentation.
• Verify insurance details and assist with plan selection when necessary.
• Coordinate referrals to internal and external services and track referrals.
• Maintain and update provider lookup and referral lists monthly.
• Generate monthly access reports and support UA data collection.
• Provide front desk coverage and UA workflow training to staff.

Skills

Customer service

Administrative support

MS Office

EHR systems

Education

BS/BA in Human Services preferred

3-5 years relevant experience

Tools

Microsoft Office

Electronic Health Record (EHR)

Job description

Description

Why join UCS?

Since 1958, United Counseling Service (UCS) has been dedicated to providing exceptional care and support to individuals and families in our community. Through a wide range of programs, services, and educational opportunities, we strive to meet the diverse needs of those we serve. Our team includes professionals from various fields, including administration, clinical services, nursing, education, case management, psychiatry, and direct support, working across 17 facilities throughout Bennington County.

As a proud affiliate of Vermont Care Partners—a statewide network of 16 non-profit community-based agencies—we deliver comprehensive mental health, substance use, and intellectual and developmental services across Vermont. We are currently seeking compassionate, motivated team players to join us in making a positive impact and building a stronger community.

UCS Offers Generous Benefits

• Competitive pay
• Generous paid time off
• Medical, dental, and vision insurance
• Retirement plan with employer match
• Employer paid life insurance
• Employer paid short term and long-term disability insurance
• Employee Assistance Program
• Career development opportunities
• Free clinical supervision towards licensure
• Loan repayment and tuition assistance program
• Award winning worksite wellness program
• An inclusive workplace supported by an active Diversity, Equity, Inclusion, and Belonging committee.
• Rewarding experience making a difference in the community.

We believe a dynamic and inclusive workforce will strengthen our organization and enhance the services we provide. Therefore, it is our goal to hire a diverse workforce and cultivate a culture where our employees feel accepted and included, hold a valued place within our organization and are equally able to contribute to their fullest extent, assisting in fulfilling our mission of building a stronger community.

Under the direction of the Office Manager, the Intake Specialist is the initial point of contact for individuals requesting services. This position gathers vital information, completes the admission process, and aligns individuals with the appropriate clinical services. The Intake Specialist is responsible for collecting, maintaining, and reporting data pertinent to Universal Access processes. This position also updates and maintains community resource information, collaborates with other agency staff for coordination of services, and conducts outreach to community members as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage initial access, intake, and admission:

• Answer, screen, and respond to inquiries from prospective clients by telephone and email.
• Conduct professional and courteous intake interviews; obtain demographic, financial, insurance, and other pertinent information.
• Complete the intake and admission process in accordance with Agency policies, procedures, and protocols.
• Obtain required consents, disclosures, screeners; and ensure all admission documentation is accurately completed, signed, and entered into the Electronic Health Record (EHR) in a timely manner.
• Maintain client dignity, privacy, confidentiality, and a client-centered approach throughout the process.

Verify insurance and eligibility:

• Collects and reviews insurance information to determine eligibility and alignment with Agency provider's credentials.
• Communicate with the Managed Care Coordinator regarding any uncredentialed insurance and assist individuals in identifying appropriate service options or alternative providers when Agency services cannot be accessed.

Facilitate Same Day Access and service coordination:

• Assess initial needs and connect individuals with appropriate Agency programs and services, including SDA (Same Day Access), Emergency Services and other applicable services.
• Work collaboratively with other staff members regarding client needs, psychiatric questions, appointments, waitlists, and access to services, ensuring individuals receive timely access to appropriate services.

Coordinate referrals and community resources:

• Connect children, adults, and families with appropriate internal and external medical, behavioral health, social, educational, and community resources based on identified needs.
• Provide appropriate referrals to private therapists and other community providers for individuals who are uninsured, have insurance not accepted by the Agency, or reside outside the Agency’s catchment area.

Maintain provider and referral resources:

• Update and maintain the Provider Look Up report and Behavioral Health Referral List monthly, including current provider contact information, and post updated resources to SharePoint.

Maintain access data and reporting:

• Review call intake information, follow up on incoming calls, prepare and maintain monthly Access reports, and track Universal Access (UA) call intake information in the Call Data Excel spreadsheet on a weekly basis.
• Log accurate data to the Access to Care Team to support monitoring, evaluation, and service planning.

Support Universal Access operations and staff development:

• Provide support to the Outpatient Intake Clinician.
• Provide initial training on the UA workflow to new staff and employees providing UA coverage.

Develop community and employer partnerships:

• Work with local businesses and community organizations to promote awareness and utilization of Employee Assistance Program (EAP) services.

Provide Front Desk coverage as needed:

• Cross-trained on Front Desk responsibilities and procedures to provide coverage and support as needed, ensuring continuity of operations and responsive customer service.

*Perform other related duties: Perform other duties and responsibilities as assigned to support the Agency's access-to-care, intake, referral, and client service functions.

QUALIFICATIONS / EDUCATION / EXPERIENCE:

EDUCATION and/or EXPERIENCE:

• BS/BA in Human Services preferred, or 3-5 years of relevant work experience in the following field(s): Behavioral Health, Customer Service, Administrative Support.
• Strong computer skills with experience using Microsoft Office and Electronic Health Record preferred.

LOCATION & HOURS:

This is an in-office position performed at Ledge Hill Drive in a shared workspace, shared office, or private office, depending on availability and operational needs. Core hours are 8:00 a.m. - 5:00 p.m. or 9:00 a.m. - 6:00 p.m., with a one-hour lunch break. The employee's schedule will be assigned based on operational needs.

TRAVEL:

Travel to agency facilities may be required. Other travel may be required to attending meetings and trainings.