Main Responsibilities and Required Skills for an Intake Coordinator

An Intake Coordinator is a professional who plays a critical role in the healthcare and social services industries. They are responsible for facilitating the intake process for new clients or patients, ensuring that all necessary information is collected and documented accurately. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Intake Coordinators.

Get market insights and compare skills for other jobs here.

Main Responsibilities of an Intake Coordinator

The following list describes the typical responsibilities of an Intake Coordinator:

Accept

Accept Incoming & outgoing calls to customer inquiries.
Accept referrals from outside sources and forwards information to clinical staff.

Address

Address client inquiries and provide appropriate guidance.

Adhere to

Adhere to high standards of personal and professional conduct.
Adhere to the organization's policy in regards to absenteeism and appearance.

Administer

Administer fundraising activities and programs, with emphasis on virtual fundraisers.

Aide

Aide in the client's intake process by getting the clients food, drink, and allowing them to smoke.

Answer

Answer all incoming calls.
Answer all incoming calls using proper phone etiquette and excellent communication skills.
Answer all inquiries from email.
Answer and field all incoming phone calls from the clients of multiple therapy practices.
Answer any questions that potential clients may have about the practice.
Answer call center telephone promptly and in a professional manner.
Answer, document, and resolve or escalate incoming telephone, fax, and email inquiries.

Anticipate

Anticipate trouble spots and helps to correct, as required.

Arrange

Arrange Transportation as needed.

Assess

Assess patient needs and document referral requests for coordination of care.

Assist in

Assist client in taking referral details over the phone.
Assist clients in completing necessary forms and paperwork.
Assist in coordination of workflow for the Behavioral Health Clinical Management Team.
Assist in managing appointment schedules and calendars.
Assist in providing referrals through email and phone as needed, for applicants in process.
Assist in updating and maintaining agency databases.
Assist or coordinates stakeholder review processes.
Assist with getting letter to employer when requested from client to keep in clinical log.
Assist with identifying and planning solutions for barriers to participation in treatment.
Assist with insurance verification for front desk when billing is not available.
Assist with public relations and marketing activities as needed.

Assure

Assure compliance with all applicable mental health laws, codes, rules and regulations.

Attend

Attend case management meetings as required with multidisciplinary team including key stakeholders.
Attend daily meeting and present pending list of patients with estimated admission dates.
Attend meetings and participates on committees as required.

Call

Call patients / clients & clinics and book appointments via the internal booking system.

Check

Check benefits and schedules appointments.
Check Intake email for client forms, questions and messages.

Collaborate with

Collaborate with healthcare professionals to assess medical needs.
Collaborate with Sales, Clinical, Logistics, and Product departments to improve service delivery.

Collect

Collect and maintain statistical data on all referrals and submits them regularly as required.
Collect statistical information through exit interviews.

Communicate

Communicate and confirm with all parties of appointment times and assessment requirements.
Communicate pertinent patient information to the care center team.
Communicate with assessors to obtain information pertaining to file management.
Communicate with clients to follow up on missing information or documents.
Communicate with nursing regarding discharge information.

Complete

Complete a clinical level of care assessment for persons presenting for residential treatment.
Complete intake form for new client services.
Complete Medicare eligibility checks within Brightree System.
Complete monthly Intake Census Report.
Complete referral form on each patient.
Complete required trainings and mandatory training hours.

Comply

Comply and analyze data as directed.

Conduct

Conduct application reviews and phone interviews.
Conduct average of 2-4 initial calls per day.
Conduct home visits or off-site assessments if required.
Conduct initial assessments to determine the client's needs or eligibility.
Conduct initial evaluations to determine the treatment level needed for each potential patient.
Conduct level of care assessments on all clients.
Conduct screenings and level of care assessments, using clinical knowledge and skill level.
Conduct screenings for potential program eligibility.

Confirm

Confirm receipt of materials to original sender.
Confirm smooth end user flow through the intake process.

Contact

Contact patients and educate them on the home care services provided.
Contact with the various school boards would be considered a definite asset.

Coordinate

Coordinate office activities and operations to secure efficiency and compliance to company policies.
Coordinate prescription deliveries and refills for patients.
Coordinate referrals to home care to promote continuity of care.
Coordinate the patient's care with physician offices, nurses, pharmacists, and patients.
Coordinate with billing and finance teams for payment arrangements.
Coordinate with case managers or social workers for complex cases.
Coordinate with external organizations or agencies for cross-referrals.
Coordinate with other departments for insurance verification and payer authorization as needed.
Coordinate with other departments or agencies for referrals.

Create

Create and update records and database with personnel, financial and other data as needed.
Create a physical chart for the clients with all releases, needed paperwork, and labs.
Create sales order templates.

Develop

Develop and implement strategies for improving intake efficiency.

Direct

Direct Admitting Clients to the proper Administrative Staff.

Discuss

Discuss the recommended treatment program with the individual / family and answers questions.

Document

Document and report any concerns or issues during the intake process.
Document changes in clients status as information is received.
Document solutions as needed by the ED or grant writer.

Ensure

Ensure accuracy of client / caregiver schedules in Kinnser software.
Ensure a positive and welcoming environment for clients during intake procedures.
Ensure compliance with confidentiality and data protection regulations.
Ensure confidentiality of files and client information.
Ensure to take full ownership of Ministry updates.

Enter

Enter admissions information into the digital system and complete all admission paperwork.

Establish

Establish and maintain positive customer relationships.
Establish and maintain positive working relationships with current and potential referral sources.

Evaluate

Evaluate client information to determine appropriate service plans.
Evaluate hospitalized patients referred for hospice.
Evaluate patients referred to the Organization.

Explain

Explain and sign admission paperwork, process and copy driver's license / insurance information.
Explain program or service offerings to potential clients.

Facilitate

Facilitate appropriate admissions to all levels of care based on ASAM criteria.
Facilitate group orientations and information sessions.
Facilitate support groups and sober social outings as needed.

File

File case information in the appropriate status folder for the assigned specialist or group.

Follow

Follow the hiring guidelines and hires skilled care staff and non skilled staff for home care.

Follow-up

Follow-up with clients after the intake process to assess satisfaction.
Follow-up with clients, providing key information and documenting interactions.

Gather

Gather and record client or patient information for intake purposes.
Gather information for and complete precertification for all managed care clients.

Give

Give family surveys to families when needed.

Handle

Handle all incoming inquiries by telephone and in person and triage as appropriate.
Handle dispatch of urgent alarm calls.
Handle multiple responsibilities simultaneously.

Help

Help in assuring quality in the agency's delivery of care to clients.
Help in weekly and biweekly payroll processing.

Hire

Hire and follow general guidelines in hiring process of our caregivers.

Identify

Identify and verifies insurance coverage of hospice services.
Identify insurance coverage, and coordinate referrals for home care services.

Inform

Inform candidates, ED and appropriate staff of the Selection Committee's decision in a timely manner.

Initiate

Initiate patient care with Scheduling Team.

Interact

Interact in a friendly, responsive and sensitive manner.

Investigate

Investigate any reports requested by Billing Department, Monitoring Company and Client.
Investigate violations of the standard operating procedures.

Issue

Issue parking permits to tenants.

Keep

Keep records of all referrals, admissions and denials and the reason for denial.

Maintain

Maintain a calm and respectful demeanor while handling difficult people or situations.
Maintain activity records as required by process.
Maintain a database of community resources and service providers.
Maintain adherence to HIPAA compliance in ALL communication regarding clients in treatment.
Maintain all clinical forms in appropriate charts.
Maintain and update daily inpatient census.
Maintain appearance and cleanliness of office area.
Maintain compliance with state and local regulations as well as standards of practice.
Maintain consistency with clients, staff, visitors and the public.
Maintain flow and storage of information such as messages, forms, and logs.
Maintain good communication between all departments.
Maintain inventory of ALL supplies and orders as needed.
Maintain knowledge of the company Quality System and related documents and procedures.
Maintain office management files, including program binders.
Maintain ongoing detailed candidate program application list.
Maintain participant files.
Maintain professionalism and does not show favoritism.
Maintain referral log of admitted and non-admitted clients.
Maintain the program wait list for candidates who are deferred to future program participation.
Maintain the therapist info chart that indicates what specialties, licenses and ages they can see.
Maintain up to date reports on Needs Assessment data.
Maintain workflow of clearing, sorting and distribution of incoming faxes and authorization requests.

Manage

Manage admission pre-certification with funding sources.

Meet

Meet with prospective clients and completes appropriate Pre-Admission forms.

Monitor

Monitor and track referral sources' satisfaction levels.

Notify

Notify the appropriate personnel for follow-up when changes in client's eligibility status occur.

Observe

Observe confidentiality policies at all times.

Obtain

Obtain and documents prior authorization for hospice services from insurance providers.
Obtain and input initial demographics for inpatient and outpatient pre-certification.

Participate in

Participate in training and development programs to enhance skills.
Participate on any on-line courses mandated by Garda Head Office.

Perform

Perform various administrative functions as needed.

Prepare

Prepare and maintain electronic patient charts.
Prepare any Board reporting as and when directed by ED.
Prepare intake reports and statistical data for analysis.
Prepare invoices as per contract fee schedule.

Prioritize

Prioritize and delegate tasks.

Process

Process accurate and timely referrals.
Process of funds on internet portal.
Process paperwork for new clients efficiently and in accordance with protocols.

Provide

Provide administrative support to Intake team.
Provide administrative support to the intake process.
Provide all insurance benefit information and billing codes for billing department.
Provide appropriate clinical triage.
Provide back up coverage to assure availability of intake coordinator services.
Provide community linkages as required.
Provide daily billing census for billing department.
Provide day-to-day assistance to ensure volunteers have adequate supervision and support.
Provide excellent customer service and support and welcoming front office environment.
Provide feedback to Clinical Leadership regarding any variance.
Provide individual and systems advocacy.
Provide information about available resources and support services.
Provide intake services and setup for all new patients.
Provide short term core IL services that promote personal growth, self-advocacy and empowerment.

Receive

Receive and generate referrals from agency staff and community sources.
Receive and obtain authorizations as needed.
Receive and process referrals from a variety of sources.
Receive and record book on, off and check in calls from multiple areas.
Receive client requests and create shifts on schedule for guards as necessary.
Receive client requests and schedule shifts for guards as necessary.
Receive documentation and scans the records into the system following the scanning policies.
Receive referrals from physicians and facilities and initiates the intake process.

Refine

Refine proposal submission based on requirements.

Research

Research member eligibility and primary care selection to complete entry of referral.

Review

Review of reports and services for accuracy and contractual requirements.

Route

Route messages from community agencies and staff to appropriate personnel.
Route calls and walk-ins to appropriate staff and handles scheduling.

Schedule

Schedule appointments and coordinate intake procedures.
Schedule evaluations, meetings, and consultations for patients.
Schedule intake appointments and follow-up appointments in the chosen electronic management system.
Schedule Intakes and completes all Intake Paperwork at Admission.
Schedule, reschedule and cancel appointments for existing patients.

Secure

Secure accuracy in all intake forms for signatures and filing for record retention purposes.
Secure sober home services as needed in the Dual Diagnosis Partial Program.

Send

Send fax documents as requested.

Serve

Serve as the primary point of contact for specific clients.

Sort

Sort and distributes inbound and outbound mail in a timely manner.

Stay updated with

Stay updated with changes in healthcare regulations and policies.

Support

Support the Ombudsman in administrative matters & operational management of the team.

Take

Take charge Community Outreach activities as planned with the ED.
Take photos of each client, make five copies, write name and MR number and distribute.

Think

Think creatively and propose new solutions.

Triage

Triage accepted referrals into appropriate clinical streams within the department.

Understand

Understand people greeted might be frightened, angry and nervous.

Update

Update and maintain accurate records of intake information.
Update copays / deductible amounts in upcoming appointments.
Update the Phone / Call log.

Verify

Verify eligibility and cost information to determine needs.
Verify information and coordinate assessment times with clinics.
Verify insurance coverage and obtain authorizations to start and continue services.
Verify insurance for each patient.
Verify insurance information and coverage for healthcare services.
Verify insurance information and mental health coverage and benefits.
Verify names and addresses of potential clients.

Work

Work effectively with facility staff to insure consistent implementation of programs.
Work in the Emergency Services Department, the inpatient units and other areas of the Hospital.
Work with Community Partners to schedule workshops and classes as needed by ED and staff.
Work with ED to prepare documents for fiscal audit – yearly or as needed.

Most In-demand Hard Skills

The following list describes the most required technical skills of an Intake Coordinator:

Proficiency in using electronic health record (EHR) systems.
Knowledge of medical terminology and healthcare procedures.
Competence in data entry and record-keeping.
Understanding of insurance verification processes.
Familiarity with social services programs and eligibility criteria.
Competence in using scheduling and appointment management software.
Knowledge of confidentiality and HIPAA regulations.
Understanding of medical billing and coding procedures.
Competence in using Microsoft Office or similar productivity tools.
Knowledge of community resources and support services.
Understanding of healthcare ethics and patient rights.
Competence in conducting client assessments and screenings.
Knowledge of healthcare compliance and accreditation standards.
Understanding of case management principles and practices.
Competence in conducting client interviews and communication.
Knowledge of healthcare documentation standards and practices.
Understanding of medical billing and insurance claims processing.
Competence in handling sensitive or crisis situations.
Knowledge of healthcare payment and reimbursement processes.
Understanding of cultural competency and sensitivity in healthcare.

Most In-demand Soft Skills

The following list describes the most required soft skills of an Intake Coordinator:

Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Effective problem-solving and critical thinking skills.
Adaptability and flexibility in a dynamic healthcare environment.
Attention to detail and accuracy in data collection.
Collaboration and teamwork for working with diverse teams.
Empathy and compassion for clients' needs and situations.
Time management and ability to meet deadlines.
Strong work ethic and commitment to client satisfaction.
Active listening and effective client communication.

Conclusion

Intake Coordinators play a crucial role in the healthcare and social services industries by ensuring a smooth and efficient intake process for clients and patients. By possessing a combination of technical expertise, practical skills, and personal qualities, these professionals can provide vital support in connecting individuals with the appropriate services and resources they need.