Lead Intake Coordinator

Grow Through Life Counseling; San Diego (CA); On-site; USD 60,000 - 78,000; Full time

Job summary

Grow Through Life Counseling, Inc. is seeking a Lead Intake Coordinator to oversee the day-to-day operations of the intake team and ensure smooth, policy-compliant processes. You will guide training, support, and performance while maintaining patient-centered service.

The role combines leadership with hands-on intake duties, including calls, emails, charting, scheduling, and billing-related tasks. You will identify workflow improvements and drive efficiency across the department.

Qualifications

• Excellent leadership and team management skills; prior lead or supervisory experience preferred.
• Knowledge of HIPAA, patient confidentiality, and healthcare compliance.
• Excellent verbal and written communication with patients and staff.
• Strong organizational and time-management skills; able to prioritize in fast-paced environments.
• Strong problem-solving and critical-thinking abilities; identify operational challenges and propose solutions.
• High attention to detail and accuracy.
• Ability to work independently with initiative and know when to escalate.
• Adaptability to changing priorities, practice needs, software updates, and procedures.
• Ability to multitask.
• Computer systems competency.
• Commitment to exceptional customer service and creating a welcoming environment.
• Willingness to perform other duties as needed.

Responsibilities

• Supervise, mentor, and support a team of Intake Coordinators.
• Conduct regular team meetings to discuss goals and process improvements.
• Provide ongoing training and guidance to team members.
• Monitor daily intake operations including calls, voicemails, and emails.
• Lead escalation for patient concerns and scheduling issues.
• Develop and maintain standardized intake procedures across the department.
• Conduct routine audits of patient charts and scheduling accuracy.
• Review intake reports and monitor KPIs.
• Ensure intake activities follow HIPAA and policies.
• Collaborate with clinical, billing, admin, and leadership teams.
• Stay informed about policy changes and software updates.
• Lead with a professional, compassionate approach.
• Foster a collaborative and accountable team environment.
• Coordinate billing questions with Billing Specialist.
• Attend practice events when possible.
• Read bios to learn therapists.
• Communicate with Support Team Lead.

Skills

Leadership experience

Team management

HIPAA compliance

Communication skills

Organizational skills

Problem solving

Attention to detail

Independent decision-making

Multitasking

Computer literacy

Job description

Grow Through Life Counseling

Lead Intake Coordinator Position Description

The Lead Intake Coordinator plays an important role in overseeing the day-to-day operations of the practice's intake team, ensuring that all intake processes run smoothly, efficiently, and accurately while following established practice policies, procedures, and applicable regulations.

In this leadership role, the Lead Intake Coordinator is responsible for providing guidance, training, and ongoing support to intake coordinators, helping the team maintain a high level of organization, professionalism, and patient care. This includes managing daily workflows, addressing complex scheduling concerns, resolving issues as they arise, and collaborating with other departments to ensure a seamless experience for both patients and providers.

In addition to overseeing team operations, the Lead Intake Coordinator remains actively involved in daily intake responsibilities. These include answering incoming calls, returning voicemails, responding to emails in a timely manner, creating and maintaining patient charts within the practice management software, coordinating appointments, assisting with billing-related tasks, and troubleshooting patient or scheduling concerns.

The Lead Intake Coordinator also plays a key role in identifying opportunities to improve existing processes and procedures. This includes recommending and implementing workflow improvements, streamlining daily operations, supporting team efficiency, and helping establish consistent practices across the department. Additional responsibilities include conducting routine audits, monitoring the accuracy and completeness of intake documentation, preparing reports, tracking team performance, and identifying areas where additional training or support may be needed.

The Lead Intake Coordinator is expected to lead by example by maintaining a positive, approachable, and solution-focused attitude. This position requires strong communication, attention to detail, accountability, and the ability to create a welcoming and supportive environment for patients, team members, and colleagues.

Responsibilities:

Leadership and Supervision

• Supervise, mentor, and support a team of Intake Coordinators.Provide constructive feedback, recognize team accomplishments, and address performance concerns in collaboration with the leadership team.

• Conduct regular team meetings to discuss goals, updates, challenges, and process improvements.

• Provide ongoing training, coaching, and guidance to help team members succeed in their role.

• Monitor daily intake operations including incoming calls, voicemails, emails. Ensure tasks are completed accurately and in a timely manner.

• Serve as the primary point of contact for escalated patient concerns, complex scheduling issues, and intake-related questions that require additional support or problem-solving.

• Develop, implement, and maintain standardized intake procedures and workflows to promote consistency, accuracy, and efficiency across the department. Identify workflow challenges, recurring errors, and areas for improvement, and work with leadership for effective solutions.

• Conduct routine audits of patient charts, intake documentation, scheduling accuracy, and other department activities to identify discrepancies and ensure compliance with practice standards.

• Review intake reports and monitor key performance indicators, including call responsiveness, scheduling accuracy, intake completion rates, and overall team productivity.

• Ensure all intake activities follow company policies, established procedures, patient confidentiality requirements, and applicable healthcare regulations, including HIPAA.

• Collaborate with clinical, billing, administrative, and leadership teams to improve communication, resolve operational concerns, and ensure a smooth patient intake experience.

• Stay informed about changes in practice policies, scheduling procedures, software systems, and industry best practices to ensure intake operations remain current and effective.

• Lead by example by maintaining a professional, positive, compassionate, and solution-oriented approach when interacting with patients, providers, and team members.

• Foster a supportive, collaborative, and accountable team environment that encourages open communication, continuous growth mindset, and high-quality patient care.

Intake Operations

• Answer all live calls and or return calls/emails and new patient inquiries as quickly as possible during working hours.Ensure all new patient calls and emails are responded to within 24 hours per GTLC policy.

• Greet and welcome all potential patient inquiries in a friendly and supportive way using Intake process script and document all clinical information gathered in call. Create Charts and schedule intake appointments and practice Google Meet Call for all new clients.

• Respond to all faxes appropriately including records requests to insurance companies.

• Remind upcoming intakes to complete intake paperwork (if not completed).

• Be a team member and source of support for therapists who have questions.

• Have a positive supportive attitude.

• Read through bios to get familiar with therapists at training and ongoing.

• Attend practice social events when possible and get to know the team to help assess client needs and therapist match.

• Communicate with the Support Team Lead frequently.

• Perform special projects and duties as needed.

• Coordinate billing questions and send them to the Billing Specialist.

Requirements:

• Excellent leadership and team management skills. Previous experience in a lead, supervisory, or team leadership role preferred

• Knowledge of HIPAA regulations, patient confidentiality requirements, and healthcare compliance standards

• Excellent verbal and written communication skills, with the ability to interact professionally and compassionately with patients, providers, and other team members

• Strong organizational and time-management skills, with the ability to prioritize multiple responsibilities and meet deadlines in a fast-paced environment

• Strong problem-solving and critical-thinking skills, with the ability to identify operational challenges and recommend practical solutions

• High level of attention to detail and accuracy

• Ability to work independently, take initiative, and make informed decisions while knowing when to elevate concerns to leadership

• Ability to adapt to changing priorities, practice needs, software updates, and operational procedures

• Ability to multitask

• Competent use of computer systems

• Commitment to providing exceptional customer service and creating a welcoming, respectful, and supportive experience for patients and staff

• In addition to these general duties, willingness to perform other duties that fit with your training and background experience or provide further training for new duties