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Lead Patient Intake & Care Coordinator, Mental Health Background
The Hello Team. Answer patient calls, emails, and messages with compassion and professionalism .
About the role
Key responsibilities & impact- Answer patient calls, emails, and messages with compassion and professionalism
- Explain services and evaluations, guide patients through intake, and accurately record information
- Assess patient eligibility and schedule evaluations and appointments
- Follow up on inquiries, missed calls, appointments, and pending next steps
- Verify insurance benefits, submit prior authorizations, and track approvals, denials, and expirations
- Collect required documentation and explain coverage, costs, and patient responsibilities
- Coordinate appointments, authorizations, and documentation with healthcare providers
- Ensure intake forms and consents are completed and maintain accurate CRM/EMR records
- Check in with patients and re-engage those who pause or discontinue treatment
- Track active and pending cases to ensure continuity of care
- Provide a supportive patient experience from initial contact through evaluation and follow-up
- Improve workflows, train and mentor colleagues, and progress toward team leadership responsibilities
- Perform other duties related to the position as assigned
Requirements
What you’ll need- Excellent English communication skills (verbal and written)
- Educational background or degree in psychology, mental health, or a related field
- Experience in behavioral health or psychiatry
- Experience in U.S. medical office administration, patient intake, or healthcare coordination
- Experience with patient-facing and back-office administrative tasks
- Experience handling high volumes of calls with patients and insurance companies
- Experience completing insurance verifications and prior authorizations
- Strong understanding of U.S. commercial insurance processes
- Experience using CRM, EMR, or EHR systems is a plus
- Must maintain HIPAA compliance and confidentiality standards
- Experience improving processes, workflows, or operational efficiency
- Experience in consultative phone sales or lead conversion
- Previous leadership, supervisory, mentoring, or team training experience
- Strong leadership potential and interest in managing a team in the near future
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Familiarity with standard business tools (email, spreadsheets, document management)
- Ability to quickly learn new systems, software, and workflows
- Ability to follow established processes accurately with minimal supervision
- Ability to work U.S. EST (New York) business hours and adapt to business needs
- Able to undergo a background check
- Reliable Windows 10+ computer, two monitors, and high-speed internet
- Reliable backup power source for uninterrupted work during outages
- Professional home workstation capable of supporting uninterrupted remote work
Benefits
Comp & perks- 100% remote work
- Great work environment with potential for growth
- Clear path to a Team Lead role based on performance
- Opportunities to improve workflows, train and mentor colleagues, and take on team leadership responsibilities
- Full-time position with 40 hours weekly
- Long-term opportunity