Job Details

Intake Coordinator

The Intake Coordinator is crucial for ensuring a smooth and supportive onboarding experience for individuals seeking treatment for substance use disorders. The Intake Coordinator will be responsible for conducting initial screenings, collecting demographic and preliminary clinical information, verifying eligibility, coordinating initial appointments, and providing administrative support to facilitate patient access to care.

Essential Job Duties And Functions

• Reporting to providers and management on the status and progress of patients.
• Serve as the primary point of contact for all new patient inquiries via phone, email, and online inquiry forms, responding promptly and professionally.
• Conduct initial non-clinical screenings to determine basic eligibility for program services, explain program offerings, and answer general questions.
• Collect comprehensive demographic, contact, and preliminary medical/substance use history information from prospective patients with sensitivity and accuracy.
• Educate prospective patients on the telehealth process, technology requirements, and what to expect during their initial clinical assessment.
• Guide patients through the completion of initial intake paperwork, consents, and other required documentation, ensuring all necessary information is obtained.
• Verify patient eligibility for no-cost services, ?Ohana/Medicaid/Medicare plans, and other relevant program criteria.
• Coordinate and schedule initial assessment appointments with appropriate clinical providers (Physicians, Psychologists, Clinical Social Workers), ensuring optimal provider utilization and patient convenience.
• Send appointment confirmations, reminders, and necessary pre-appointment instructions to patients.
• Troubleshoot basic technical issues related to telehealth access for new patients prior to their first appointment.
• Provide warm, empathetic support to reduce barriers to entry and encourage engagement in treatment.
• Maintain accurate, timely, and confidential patient records within the Electronic Health Record (EHR) system, ensuring data integrity.
• Adhere to all federal and state regulations, including HIPAA and confidentiality guidelines.

Patient Support

• Process Medicaid, private health insurance enrollment and check verification to collect. Put in touch with social services as necessary. Manage revenue cycle and billing.
• Conduct comprehensive psychosocial needs assessments for patients via synchronous video telehealth appointments, identifying social determinants of health, support needs, and barriers to care (e.g., housing, food security, transportation, employment, legal issues).
• Serve as a primary point of contact for patients regarding non-clinical concerns and provide ongoing encouragement and motivational support for engagement in treatment and recovery.
• Conduct proactive outreach to patients to assess ongoing needs, check in on progress with referrals, and address any emerging social or practical barriers.
• Advocate for patients' needs with external agencies and community organizations to ensure access to necessary resources and services.

Administrative, Data Analytics & Program Support

• Generate reports on intake metrics, such as inquiry volume, conversion rates, and wait times, as requested.
• Develop and maintain dashboards and reports to visualize key performance indicators (KPIs) related to intake, patient demographics, program engagement, and outcomes.
• Conduct regular data audits to ensure accuracy and integrity of information within the EHR and other data systems.
• Analyze trends in patient inquiries, no-show rates, and completion rates to identify areas for process improvement and inform program strategies.
• Collaborate with the clinical and administrative teams to define data needs and develop appropriate data collection and reporting mechanisms.
• Utilize data analysis to support grant reporting and program evaluation efforts.
• Assist with general administrative tasks to support the overall efficiency of the program.
• Maintain and update patient scheduling ensuring timely follow-up.
• Collaborate closely with the clinical and administrative teams to ensure a seamless transition for patients from intake to ongoing care.
• Communicate effectively with providers regarding new patient schedules, special considerations, and any initial information collected.
• Assist in managing patient flow and ensuring appropriate caseload distribution among providers.

Professional Development & Quality Improvement

• Engage in ongoing training and professional development related to intake best practices, customer service, and telehealth technology.
• Stay informed about program updates, new services, and changes in eligibility criteria.
• Contribute to continuous quality improvement initiatives for the intake process, identifying areas for efficiency and patient satisfaction enhancement.
• Complies with all legal requirements and company policies.
• Performs all other duties as assigned.

Minimum Qualification Requirements

• Bachelor's degree in psychology, healthcare administration, or a related field.
• Experience in patient intake, scheduling, customer service, or administrative support within a healthcare or behavioral health setting.
• Intermediate level proficiency in business intelligence tools (e.g. Power BI, Tableau)
• Familiarization with video-conferencing technology.
• Demonstrated understanding of the sensitive nature of substance use disorders and a compassionate, non-judgmental approach to patient interaction.
• Excellent verbal and written communication skills, with the ability to articulate complex information clearly and empathetically.
• Proficiency in using Electronic Health Record (EHR) systems, scheduling tools, and basic video conferencing for scheduling and data entry.
• Proficient with standard office software (e.g., Microsoft Office Suite, Google Workspace) and comfortable learning new telehealth and scheduling platforms.
• Strong problem-solving skills, particularly for navigating patient barriers and technical issues.
• Meticulous attention to detail for work tasks including but not limited to managing patient information, appointments, and documentation.
• Understanding of HIPAA regulations and patient confidentiality.

Benefits

• The opportunity to work on the cutting edge of healthcare and transform lives for the people of Hawaii
• 100% employee health and dental coverage and vision
• Flexible spending plan
• Retirement plan with up to 3% dollar-for-dollar company matching contributions
• 100% company paid group Life/AD&D/LTD insurance
• Employee assistance program (EAP)
• Pet Insurance, Prepaid legal with competitive rates

UHP is an EEO/AAP Employer.