Intake Specialist (Full Time @ Springfield)
Position Overview
Mercy South is seeking a compassionate and skilled Intake Specialist to provide behavioral health and substance use assessments for patients presenting to the Emergency Department, Intake Department, and other areas of the hospital. This role serves as a critical first point of contact for individuals and families in crisis, providing assessment, crisis intervention, referral services, insurance pre-certification, and coordination of care. The Intake Specialist works collaboratively with patients, families, physicians, behavioral health clinicians, and community partners to ensure timely access to appropriate treatment and support services while upholding Mercy’s mission, values, service standards, and professional ethical guidelines.
Key Responsibilities
Conduct mental health and substance use assessments for patients presenting for behavioral health services.
Provide crisis intervention and support for patients and families experiencing emotional, psychiatric, or substance use concerns.
Determine appropriate levels of care and referral recommendations based on patient needs.
Facilitate referrals to internal programs and community-based resources based on patient needs.
Coordinate behavioral health assessments and admissions by communicating clinical and financial information to treatment teams, assessment clinicians, and admitting providers.
Assist with insurance verification and pre-certification processes.
Coordinate patient transfers and ensure appropriate follow-up communication with receiving facilities and providers.
Collaborate with interdisciplinary teams to ensure seamless transitions of care.
Provide education and guidance regarding treatment options, community resources, and recommended next steps.
Support patients and families in understanding diagnoses, treatment recommendations, and available services.
Maintain timely communication with patients and family members to identify needs and facilitate access to care.
Conduct follow-up outreach for high-risk individuals and families who may not follow through with referrals or treatment recommendations.
Documentation & Data Management
Accurately document patient demographics, assessment information, insurance details, referral sources, presenting concerns, and referral outcomes.
Enter information into designated databases and electronic systems in a timely and accurate manner.
Maintain comprehensive and organized records to support continuity of care and regulatory compliance.
Community Collaboration
Develop and maintain relationships with community agencies, behavioral health providers, and referral partners.
Maintain current and accurate referral resource information, including contact information, services offered, and insurance participation.
Serve as a resource for patients, families, and healthcare professionals regarding behavioral health services and community supports.
Professional Practice & Compliance
Protect patient confidentiality and comply with all privacy regulations.
Follow infection prevention, patient safety, and hospital safety protocols.
Adhere to patient rights standards and organizational policies.
Exercise sound judgment and make independent decisions in both routine and complex situations.
Ensure effective communication and handoff of patient information to covering staff and on-call team members.
Minimum Qualifications
Education: Master’s degree in Counseling, Social Work, or a related mental health field required.
Experience: Minimum of 2–3 years of behavioral health experience required.
Skills & Knowledge: Strong verbal, written, and interpersonal communication skills; ability to effectively assess, understand, and communicate complex behavioral health situations; strong crisis intervention and problem-solving abilities; working knowledge of behavioral health conditions, treatment programs, insurance processes, and community resources; ability to provide compassionate support while maintaining professional boundaries; proficiency with telephone communication, documentation systems, and data entry.
Preferred Qualifications
Licensure: Licensed Clinical Social Worker (LCSW) preferred.
Licensed Professional Counselor (LPC) preferred.