AWC Behavioral Health is a growing behavioral health organization providing community-based mental health services to children, adolescents, adults, and families. We are committed to making behavioral health services accessible while providing a professional, compassionate, and organized experience for individuals seeking care.
We are seeking an experienced Remote Care / Intake Specialist to serve as an important first point of contact for prospective clients, families, referral sources, and community partners. This position will be responsible for managing the intake process from the initial inquiry through appropriate referral, scheduling, and follow-up.
The ideal candidate has direct experience working in the behavioral health sector, understands the sensitivity and importance of behavioral health intake, communicates professionally, and can manage multiple inquiries and administrative responsibilities while maintaining accuracy, confidentiality, and compassion.
Required Experience
Minimum of 2+ years of professional experience in the behavioral health sector.
Experience with behavioral health intake, client services, care coordination, referrals, case management, behavioral health administration, or a related function.
Experience handling confidential client information and working within HIPAA requirements.
Experience communicating with referral sources, healthcare providers, families, insurance representatives, and/or community organizations is preferred.
Key Responsibilities
Intake & Client Coordination
Serve as the initial point of contact for individuals and families seeking behavioral health services.
Respond promptly and professionally to incoming phone calls, emails, online inquiries, referrals, and other requests for services.
Conduct initial intake conversations to gather necessary demographic, contact, presenting-concern, service, and referral information.
Obtain and accurately document information required to determine appropriate next steps in the intake process.
Explain AWC Behavioral Health's services, intake procedures, documentation requirements, and next steps to prospective clients and families.
Identify the nature and urgency of client needs and appropriately escalate concerns according to established company protocols.
Coordinate appointments, assessments, consultations, and other initial services as appropriate.
Follow up with prospective clients who have not completed the intake or scheduling process.
Maintain consistent communication with clients and families throughout the intake process.
Help reduce barriers that may prevent clients from successfully accessing behavioral health services.
Referral Management
Verify that referral information and required documentation are complete.
Maintain accurate referral records and track each referral through the appropriate stage of the intake process.
Communicate with referral sources regarding missing information, scheduling, service availability, and referral status when appropriate.
Ensure referrals are appropriately routed to the correct internal team or provider.
Insurance & Documentation Support
Collect and document insurance and payer information as required.
Assist with gathering insurance cards, identification, referral orders, authorizations, and other required documentation.
Coordinate with internal billing, credentialing, administrative, and clinical personnel when additional information is needed.
Ensure intake documentation is complete and accurately entered into the organization's designated systems.
Identify missing or inconsistent information and follow up promptly.
Maintain organized and accurate electronic records.
Care Coordination & Internal Communication
Coordinate effectively with clinicians, clinical leadership, administrative staff, billing personnel, and other members of the behavioral health team.
Communicate relevant non-clinical intake information to the appropriate team members.
Support smooth transitions from intake to assessment and ongoing services.
Track outstanding tasks and follow up until they are resolved.
Participate in team meetings and provide updates regarding intake activity, referrals, pending clients, and outstanding documentation.
Escalate operational or client-access concerns to the appropriate supervisor or leadership team.
This position does not independently diagnose, assess, or make clinical treatment decisions.
Client Experience & Communication
Provide a welcoming, respectful, professional, and compassionate experience to every client and family.
Communicate clearly with individuals who may be experiencing stress, anxiety, emotional distress, or difficulty navigating the healthcare system.
Demonstrate patience and professionalism when handling sensitive or difficult conversations.
Maintain appropriate professional boundaries.
Respond to inquiries within established response-time expectations.
Help clients understand what to expect during the intake and service process.
Follow established procedures for urgent or potentially high-risk situations and immediately escalate concerns according to organizational protocols.
Data Entry & Administrative Responsibilities
Maintain accurate and timely information in the organization's electronic systems, CRM, EHR, scheduling platforms, or other designated software.
Keep intake records current and organized.
Track referral volume, intake status, scheduled appointments, pending documentation, and follow-up activities.
Maintain accurate daily activity records and reports.
Assist with preparing intake and referral reports for management.
Identify recurring administrative issues and recommend process improvements.
Follow established SOPs, workflows, and documentation standards.
Compliance & Confidentiality
Maintain strict confidentiality of all client and company information.
Follow HIPAA privacy and security requirements and all applicable organizational policies.
Maintain professional documentation standards.
Complete required compliance and training activities.
Report potential privacy, compliance, safety, or operational concerns through the appropriate channels.
Qualifications Required:
Minimum 2+ years of experience in the behavioral health sector.
Strong verbal and written communication skills.
Excellent organization and attention to detail.
Ability to manage multiple clients, referrals, and tasks simultaneously.
Strong follow-up and time-management skills.
Comfortable working independently in a remote environment.
Proficiency with computers, email, video conferencing, electronic records, CRM/EHR systems, and standard office software.
Ability to handle confidential and sensitive information appropriately.
Professional and compassionate communication style.
Ability to work collaboratively with clinical and administrative teams.
Strong problem-solving and critical-thinking skills.
Reliable internet connection and a professional remote-work environment.
Preferred:
Experience specifically in mental health or behavioral health.
Experience with EHR/EMR or CRM systems.
Experience with insurance verification, authorizations, referrals, or scheduling.
Experience working with both pediatric and adult populations.
Bilingual or multilingual candidates are encouraged to apply.
