Job Summary:

The Call Center Intake Coordinator is responsible for serving as the first point of contact for potential new patients seeking services. This role involves handling inbound phone calls in a professional, compassionate, and efficient manner—providing information, verifying eligibility, gathering preliminary intake details, and coordinating next steps in the admissions process. The Intake Coordinator plays a key role in ensuring a positive and supportive experience for every caller while maintaining accuracy, compliance, and confidentiality.

Responsibilities:

• Answer and manage a high volume of inbound calls from potential new patients and referral sources.
• Conduct initial screenings to determine service needs and eligibility based on program criteria.
• Collect and document accurate demographic, insurance, and referral information in the electronic health record (EHR) or CRM system.
• Provide clear and empathetic communication to callers regarding available services, next steps, and timelines.
• Schedule assessments, evaluations, or appointments as appropriate.
• Collaborate with clinical and administrative teams to ensure seamless handoffs and efficient intake processing.
• Follow established call handling scripts and protocols to maintain consistency and compliance.
• Protect patient confidentiality and adhere to HIPAA and organizational privacy policies.
• Track call outcomes and maintain accurate data for reporting and quality improvement purposes.
• Support departmental goals related to response time, conversion rates, and customer satisfaction.

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 1 year in a call center, healthcare intake, or customer service role (healthcare or behavioral health setting preferred).
• Experience working with CRM or EHR systems is highly desirable.
• Excellent verbal communication, active listening, and interpersonal skills.
• Ability to manage high call volumes while maintaining accuracy and professionalism.
• Strong organizational and time management skills.
• Compassionate and patient-centered approach to service delivery.
• Proficiency in Microsoft Office Suite and data entry systems.
• Ability to work both independently and collaboratively in a fast-paced environment.

Work Environment:

• Call center work setting with structured schedules.
• Requires consistent phone and computer use for extended periods.
• This position is onsite, 5 days per week at our office in Marlton, NJ.
• May include weekend or evening shifts depending on organizational needs.

Key Attributes for Success:

• Empathetic communicator with a calm and professional demeanor.
• Detail-oriented with a strong commitment to data accuracy and confidentiality.
• Team-oriented problem solver who thrives in a mission-driven environment.

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