Intake Coordinator

Summary/Objective:  

The Intake Coordinator plays a key role in helping individuals access Boundless services. This position conducts intake assessments, identifies service needs, and coordinates referrals and next steps using professional judgment and established processes. Working within the EHR and other systems, the Intake Coordinator communicates regularly with individuals, families, referral sources, and team members by phone, text, email, and Microsoft Teams to ensure a positive intake experience.

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Communicate daily with referral sources using independent professional judgment to assist them identifying what services would be appropriate for the patient and assisting individuals with selecting services that will meet their needs and referring accordingly. 
• Assess and triage crisis calls determining urgent, emergent, and routine status of the patient and referring the individual accordingly. 
• Determine scheduling with the correct clinician based on the clinicians’ specialized skills, credentialing, and the unique individual needs of the person served. 
• Determine appropriate community providers to refer to when services are not available within the Boundless organization, and provide that information to the person requesting services. 
• Determine appropriate internal services by discussion with the person inquiring about and referring individuals to the appropriate program department. 
• Process all inbound and outbound inquiry/referral phone calls, voicemails, emails, text, telehealth video chats, online chats, Electronic Health Record (EHR) related assignments, website forms, faxes, etc. for all services within Boundless. 
• Manage agency, service, and program specific workflows within access to care and initiate change to facilitate streamlined and efficient processes. 
• Maintain and exhibit exceptional interpersonal skills to ensure overall excellent customer service. 
• Keep current with any changes, rules, regulations within the Ohio Department of Education and Ohio Department of Mental Health, CARF, CQL and ODJFS as may affect enrollment processes. 
• Assist in managing program enrollment statuses within the EHR. 
• Arrange for translation services as needed by individuals served during the access to care process. 
• Manage scheduling for diagnostic assessments, psychological testing, psychiatric evaluations, ABLLS, educational assessments, etc. 
• Coordinate with all departments and clinical teams necessary throughout access to care and integrated assessment process.  
• Initiate inquiries and provide appropriate documentation, including the creation and preparation of records (when applicable) for new individuals being served. 
• Gather documentation to assist in ensuring records are compliant and ready for audits in which the agency may be involved (including but not limited to scanning documents, providing and/or requesting records, updating individual demographic and contact information, etc.) 
• Audit individual records as assigned and/or necessary. 
• Correspond with individuals/parents/guardians and/or collateral contacts regarding information required for service delivery. 
• Gather information related to the individual’s financial responsibility including coordinating the flow of Primary Insurance, Medicaid information, etc. (as applicable) with the Billing Department.
• Assist in coordination with the Autism Scholarship Program information, as applicable. 
• Maintain timely responses to ensure access to care for individuals served is efficient and within the agency, reimbursement providers and accrediting bodies’ standards. 
• Provide clear documentation within the EHR to create transparency and awareness of the individual’s status throughout the access to care process. 
• Attend team and individual supervision meetings as requested.  
• Engage in appropriate time management skills within various work settings including, but not limited to, in-office and remote. 
• All other duties as assigned. 

Knowledge, Skills, and Abilities  

• Oral and Written Communication – Must be able to clearly communicate with a variety of people – including the general public, our families, and our clients – and convey information effectively and pay careful attention to questions or concerns from applicants and staff members.  
• Technical – Proficient skills with Communication and collaboration tools (e.g., Microsoft Teams & Office applications, Dialpad, text messaging), EHR (NextGen), Monday.com, SharePoint, DocuSign, etc.
• Planning/Organizing – Prioritizes, and plans work activities, uses time efficiently, able to work independently with only general direction
• Adaptability – Manages competing demands and changing priorities, workflows, and processes
• Decision/Judgment – Self-starter with the ability to make independent decisions and the judgment to know when to seek advice. 
• Confidentiality – Ability to maintain confidentiality and use appropriate judgment in handling sensitive information and records. 
• Dependability – Consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. 
• Safety and security – Actively promotes and personally observes safety and security procedures, and uses equipment and materials properly. 

Required Education and Experience: 

• High School Diploma/GED 
• 3-5 years customer service experience (In person or over the phone) 

Preferred Education: 

• Bachelor’s Degree  
• 3-5 years clinical operations experience 
• Experience with EHR systems

Work Environment 

This primarily a remote, work-from-home, position. The organization will provide the hardware and software to perform the job.

Employees are responsible for providing at their own non-reimbursable expense: reliable internet service (minimum 25 Mbps download, 10 Mbps upload speeds) and a private workspace, with minimal noise and distractions, that protects confidential information and complies with HIPAA requirements. 

Occasional travel to Boundless office locations for meetings, training, support, and events may be required. Current travel needs are limited to locations within Ohio, though may expand regionally to other surrounding U.S. states.

Position Type/Expected Hours of Work 
This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 4:30 p.m. Occasional earlier morning, evening, and weekend work may be required as job duties demand.