Mental Health Intake Coordinator

Position

Position: Mental Health Intake Coordinator
Entity: Clinical Care Associates
Department: Penn Integrated Care
Location: Penn Behavioral Health Market Street- 3535 Market St
Hours: FT

Job Summary

The Employee Assistance Program (EAP) Mental Health Intake Coordinator position, under the direction of the EAP Director, serves as a primary point of contact for employees and household members seeking EAP services. This role is responsible for telephone management, intake and triage, referral coordination, benefit education, scheduling support, and clinical documentation within the EAP. The EAP Mental Health Intake Coordinator utilizes sound judgment, established protocols, knowledge of internal and community resources, and escalation procedures to determine the appropriate level of support for each caller, including crisis escalation to on call clinicians, completion of EAP intakes for counseling services, connection to work-life resources, and navigation of online self service tools.

Accountabilities

• Call Management and Triage
• Answer incoming EAP calls and respond to messages and inquiries in a timely, professional, and supportive manner
• Conduct initial screening and triage to determine caller needs, urgency, and appropriate next step
• Identify crisis situations and follow established protocols to connect callers immediately with the on call clinician and/or emergency services
• Recognize when to escalate non-crisis cases (e.g., worsening symptoms, safety concerns, prolonged wait times)
• Provide calm, clear guidance to callers
• Intake, Referral & Navigation
• Complete EAP intakes for counseling services accurately and in a timely manner
• Educate callers on EAP benefits, scope of services, confidentiality, and eligibility
• Facilitate referrals to: Internal or affiliate EAP clinicians, Work-life resources, Assist callers in connecting with the most appropriate resource whenever possible
• Explain and support access to online tools and resources (e.g., My Life Expert platform)
• Scheduling & Coordination
• Aid with provider management tasks as needed (e.g., contracting, credentials management, availability tracking)
• Communicate timely and accurate information regarding caller status, escalations, and follow-up needs
• Support scheduling for EAP counseling appointments, including coordination with affiliate providers
• Closely coordinate with EAP clinicians, supervisors, and operational staff to ensure continuity of care
• Documentation & Systems
• Document all calls, intakes, referrals, and actions accurately in the EAP records system
• Maintain organized and up-to-date case records in compliance with EAP standards
• Ensure documentation reflects appropriate triage decisions and adherence to protocols
• Protect confidentiality and privacy at all times
• Compliance & Quality
• Perform duties in compliance with: HIPAA and applicable privacy regulations, Penn Medicine policies and procedures, EAP specific workflows and standards, Follow established protocols for crisis management, escalation, and referral
• Participate in quality improvement, staff meetings, and training activities as assigned
• Notify supervisor promptly of any clinical, operational, or safety concerns
• Other Duties
• Perform duties in accordance with Penn Medicine and entity values, policies, and procedures

Qualifications

• Required: Bachelor's Degree
• Preferred: Master's Degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or any healthcare related field