POSITION SUMMARY
The Intake Coordinator serves as the first point of contact for prospective clients and plays a critical role in ensuring a seamless, welcoming, and efficient entry into TMH Behavioral Services. This position manages the full client intake process from initial inquiry through service placement and serves as a central hub for scheduling coordination, documentation accuracy, and clinician communication.
The ideal candidate has prior experience in a behavioral health or mental health setting, understands the importance of accurate insurance verification, and demonstrates the ability to communicate effectively with individuals and families experiencing emotional distress or challenging circumstances.
This position requires someone who is organized, compassionate, detail-oriented, and committed to supporting the communities we serve.
COMPENSATION & BENEFITS
Pay Rate: $25.00 – $30.00 per hour, commensurate with experience
Benefits include:
- Monthly healthcare stipend of $300.00 to support medical, dental, or vision coverage
- Paid Time Off (PTO) and vacation time
- Supportive, mission-driven work environment committed to behavioral health equity
KEY RESPONSIBILITIES
Client Intake Coordination
- Serve as the primary point of contact for all incoming client inquiries via phone, email, and referral
- Conduct thorough intake screenings and collect initial client information in accordance with agency standards
- Schedule clients for IM+CANS (Illinois Medicaid Child and Adolescent Needs and Strengths) assessments
- Import and organize intake documents accurately within Theranest EHR
Communicate intake status and relevant client information to clinical staff in a timely manner
Insurance Verification & Eligibility
- Verify client insurance coverage, benefits, and eligibility prior to service initiation.
- Review insurance information to identify coverage limitations, copayments, deductibles, authorization requirements, and other relevant benefit details.
- Verify Medicaid and commercial insurance coverage and assist with identifying potential coverage issues.
- Communicate insurance-related findings and discrepancies to appropriate administrative and clinical personnel.
- Follow up on eligibility questions, coverage discrepancies, and outstanding insurance information to prevent delays in service delivery.
Scheduling Coordination
- Maintain and monitor clinician availability schedules on an ongoing basis
- Coordinate and confirm scheduling between incoming clients and assigned clinicians
- Update clinician availability in Theranest on a weekly basis or as changes occur
- Proactively identify and resolve scheduling conflicts to minimize disruption to client care
Client Flow Monitoring
- Track client movement through each stage of the intake and assessment process
- Follow up on outstanding intake steps to ensure timely progression to service delivery
- Identify and close inactive client records within Theranest in accordance with agency policy
- Maintain accurate chart status and flag records requiring clinical review or closure
Intake Documentation & Compliance
- Ensure all intake documentation is completed accurately and entered into Theranest within required timeframes
- Verify completeness of required forms, consents, and screening tools prior to clinician assignment
- Maintain confidentiality of all client information in compliance with HIPAA and agency policies
- Support audit readiness by keeping records organized and up to date
QUALIFICATIONS
Required:
- High school diploma or GED required; Associate's or Bachelor's degree in Human Services, Healthcare Administration, or a related field preferred
- Minimum 1–2 years of experience in a, behavioral health, mental health, or social services administrative role
- Proficiency with EHR systems; experience with Theranest is a strong plus
- Demonstrated experience verifying health insurance eligibility and benefits, including Medicaid and/or commercial insurance.
- Excellent verbal and written communication skills
- Strong organizational skills and the ability to manage multiple priorities simultaneously
- Demonstrated ability to engage with clients and families from diverse and under resourced backgrounds with empathy and professionalism
Preferred:
- Experience in a community mental health or behavioral health agency.
- Familiarity with Illinois Medicaid, managed care organizations, insurance authorization processes, and behavioral health billing workflows.
- Familiarity with IM+CANS assessments and related intake requirements.
- Familiarity with behavioral health terminology and community mental health settings
- Bilingual (English/Spanish) a plus
WORK ENVIRONMENT & EXPECTATIONS
- This is a fully in-person position based at TMH Behavioral Services in Chicago, IL
- Regular interaction with clients, families, clinicians, and leadership
- Must be able to maintain composure and professionalism in a fast-paced, client-facing environment
- Commitment to TMH's mission of providing high-quality behavioral health services to under resourced communities
OTHER DUTIES
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. Other duties may be assigned as needed to support the operational needs of TMH Behavioral Services.
EQUAL EMPLOYMENT OPPORTUNITY
TMH Behavioral Services is an Equal Opportunity Employer. Employment decisions are made without discrimination based on characteristics protected by applicable federal, Illinois, and local laws.
