Mental Health Intake Coordinator

Entity: Clinical Care Associates | Department: Penn Integrated Care | Location: Penn Behavioral Health, 3535 Market St. | Hours: Per Departmental Needs – Full Time

Summary

The Mental Health Intake Coordinator position, under the direction of the Supervisor, is responsible for telephone management, intake clinical assessment, referral management, risk stratification, and clinical documentation of patients in the Department of Psychiatry's Penn Integrated Care (PIC) Resource Center. Additional responsibilities include patient relations, communication with providers, scheduling, case management, and benefit determination.

Responsibilities

• Complete daily assigned calls and all scheduled calls with patients.
• Accurately complete intakes within established time frames.
• Utilize proper billing areas and appointment locations.
• Communicate patient outcomes consistently and accurately with primary care.
• Coordinate appropriate referral arrangements.
• Enter complete and compliant information into the clinical system.
• Follow adherence to criteria and CCBH policy/procedures to meet chart audit standards.
• Notify manager of potential issues/problems as they arise.
• Demonstrate assessment and critical thinking skills to screen, assess, risk‑stratify, and refer patients according to protocol.
• Recognize when supervisor assistance is needed for determining appropriate actions.

Regulatory Compliance

• Complete consent to treatment.
• Maintain accountability and compliance with all federal, state, and local regulatory standards and requirements, including JCAHO, Department of Health, funding agencies, FDA, HIPAA, HCFA, DPW, LCME, SCGME, department‑specific guidelines, and other applicable standards.
• Ensure 100% compliance with Resource Center workflows and processes.
• Achieve 100% goal in completed assigned calls.
• Ensure 100% compliance in reconciliation of EPIC and BHL documentation.

Financial Responsibilities

• Verify insurance information.
• Maintain basic knowledge of accepted and non‑accepted insurances within the CCBH program.
• Capture billing information accurately.

Credentials

Education or Equivalent Experience: Bachelor of Arts or Science (required). A Bachelor’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or any healthcare‑related field is highly preferred but not required.

Equivalent Experience: Master of Arts or Science in Social Work, Psychology, Marriage and Family Therapy, Counseling, or related healthcare fields preferred but not required. Experience in customer service is highly preferred.