Intake Specialist

Position Summary

Mercy is seeking a compassionate and service-oriented Intake Specialist to serve as a key connection point for individuals and families seeking behavioral health and substance use services. In this role, you will conduct behavioral health screenings, coordinate referrals and admissions, verify insurance information, provide crisis support, and connect patients with appropriate levels of care and community resources.

The Intake Specialist plays a vital role in ensuring timely access to treatment while delivering exceptional service consistent with Mercy's mission, values, service standards, and commitment to compassionate care.

What You'll Do

Patient Assessment & Intake Coordination

• Complete behavioral health and substance use screenings for patients presenting to the Emergency Department, Intake Department, and other hospital settings.
• Gather clinical, demographic, and insurance information to support treatment recommendations and care coordination.
• Assist with insurance verification and pre-certification processes.
• Evaluate patient needs and help determine appropriate treatment and referral options.

Referral & Care Coordination

• Coordinate assessments, admissions, and transfers by communicating with physicians, clinicians, treatment teams, and community providers.
• Connect patients to appropriate Mercy programs and community-based resources.
• Follow up with patients and families to support successful connection with recommended services.
• Assist in facilitating continuity of care through effective communication and coordination.

Patient & Family Support

• Provide education regarding treatment options, community resources, and recommended next steps.
• Offer compassionate guidance and support to patients and families during times of crisis or uncertainty.
• Maintain positive working relationships with community agencies and referral partners.
• Advocate for patient needs and help remove barriers to care.

Documentation & Data Management

• Accurately document patient information, insurance details, referral sources, presenting concerns, and referral outcomes.
• Maintain complete and timely records within the Access Center database and electronic medical records.
• Ensure referral resource information remains current and accurate.

Communication & Collaboration

• Communicate effectively with patients, families, providers, and interdisciplinary team members.
• Provide thorough handoff information to ensure continuity of care during staff transitions and coverage periods.
• Exercise sound judgment and independent decision-making in both routine and complex situations.
• Support patients, families, and colleagues through clear, professional communication.

Compliance, Safety & Quality

• Maintain patient confidentiality in accordance with organizational policies and applicable regulations.
• Adhere to patient rights standards, infection prevention protocols, and safety guidelines.
• Follow hospital and departmental emergency preparedness procedures.
• Support quality care initiatives and compliance with regulatory requirements.

Qualifications

Required Education

• Master's degree in Social Work, Counseling, Psychology, or a related mental health field.

Required Experience

• Minimum of 2-3 years of behavioral health experience.

Preferred Licensure

• Licensed Clinical Social Worker (LCSW) preferred.
• Licensed Professional Counselor (LPC) preferred.

Knowledge, Skills & Abilities

• Strong knowledge of behavioral health conditions, treatment programs, and community resources.
• Understanding of insurance and referral processes.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to assess situations, solve problems, and make informed decisions.
• Strong customer service and relationship-building abilities.
• Ability to listen effectively and communicate complex information in a clear, compassionate manner.
• Proficiency with electronic documentation systems and databases.

Why Mercy?

At Mercy, we believe every individual deserves timely access to compassionate, high-quality behavioral health care. As an Intake Specialist, you'll play a critical role in connecting patients and families with the resources, services, and support they need while making a meaningful difference in the communities we serve. ️