Full-Time, non-exempt, remote position.
About CWG: Connections Wellness Group, a Blended Health company, is redefining mental health care through innovative intermediate services. Our mission is to expand access to outpatient behavioral health care services for adolescents and adults struggling with acute mental health challenges by providing a strong continuity of care that includes convenient, innovative and high-touch individual and group services. We have locations in Texas (greater Dallas-Fort Worth).
POSTION SUMMARY: The Intake Coordinator is responsible for the intake process, from initial contact to admission, for potential patients and their families. As often the first contact for the company, they provide a quality and compassionate client experience. As a remote team member, the Intake Coordinator must be self-motivated with strong time management skills. A successful Intake Coordinator shows a high-level of self-accountability, the ability to multitask, and solid prioritization.
RESPONSIBILITIES:Client Experience:
- Guide potential patients and referral sources through the intake process.
- Respond to inquiries via various communication channels promptly and professionally.
- Coordinate assessment appointments for new patients.
- Handle sensitive conversations with compassion and professionalism.
- Address customer issues to ensure resolution and satisfaction.
Insurance Verification & Payment Collection:
- Collect insurance information and explain benefits to clients.
- Facilitate initial payment collection and payment plans as necessary.
Operational Efficiency:
- Conduct outbound calls and follow-ups and ensure timely processing of referrals.
- Conduct outbound calls and follow-ups to ensure timely processing of referrals.
Internal Relationships:
- Collaborate with team members and other departments to provide comprehensive service.
- Coordinate with Account Executives regarding referrals.
Compliance:
- Adhere to all federal and state healthcare regulations.
On-Site Training:
- Candidates residing within approximately 90-minutes of physical CWG office locations may be required to attend initial onboarding as well as trainings or meetings in office. On-site trainings and meetings requirements typically occur no more than once a month.
QUALIFICATIONS:
- Associate degree or higher preferred; consideration given to candidates with a High School Diploma along with relevant work experience.
- 1 year of experience in a remote call center setting, preferably in healthcare admissions.
- Excellent customer service skills.
- Excellent communication skills, both verbal and written.
- Driven by meeting and exceeding Key Performance Indicators (KPIs).
- Ability to handle multiple software applications simultaneously, managing customer information while communicating via phone or chat.
- Understanding of basic security protocols for protecting sensitive customer information and adherence to company data privacy policies.
- Familiarity with common software applications such as Microsoft Office Suite (Word, Excel, PowerPoint), as well as email programs like Outlook or Gmail.
- Proficiency with communication tools like Skype, Zoom, or Slack for internal organizational communication.
- Basic troubleshooting skills to resolve minor technical issues that may arise during remote work, such as internet connectivity problems or software glitches.
- Experience with call center software systems such as Salesforce, EMRs/EHRs is advantageous.
- Flexibility to adapt to changing priorities, technology, and business needs.
- Ability to react calmly and effectively in an emergency.
- Familiarity with outpatient mental health settings and services preferred.
PHYSICAL, MENTAL, AND SPECIAL DEMANDS:
- Ability to sit for long periods of time (8-10 hours),
- Ability to see well enough to read handwritten and typewritten material.
- Ability to stand and walk the facility grounds.
- Ability to handle a variety of repetitive tasks at a moderate level.
- Available to work varied hours (i.e., evenings/weekends) as required.
- Ability to handle multiple projects and tasks under deadlines and with short notice.
Connections Wellness Group is an Equal Opportunity Employer and values diversity at all levels of its organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Disclaimer
Applicants who have been patients of any program or provider at the facility are eligible for employment under the conditions outlined below: For private practice therapy and medication management, the applicant must have discontinued and/or transferred their treatment to a provider or providers outside of the facility. For PHP/IOP services, the applicant must have been discharged from the program at least 2 years prior to applying for employment.
- This is a drug-free workplace. All candidates must be able to pass a pre-employment drug screen and be willing to submit to a national background check. If interested in this position, please apply with a complete resume and work history.*
