Job Description

Position Summary



The Intake Coordinator plays a critical role in ensuring a smooth and supportive experience for new and existing clients from initial referral through the start of services. This position manages the intake process from referral receipt to service authorization, maintaining accurate documentation, verifying insurance eligibility, coordinating communication among departments, and ensuring all client records are complete and up to date. The Intake Coordinator is often the first point of contact for families and providers, setting the tone for a professional and compassionate client experience.

This is a part-time position (15-20 hours per week) with flexibility in scheduling to support departmental needs.

This position works collaboratively with the Billing & Credentialing team, Human Resources, and Scheduling to ensure a seamless client onboarding experience.



Key Responsibilities



Referral & Initial Contact


Receive incoming referrals via phone, fax, or CRM system and create client face sheets for all new inquiries. Contact families promptly to provide an overview of ABA services, answer questions, and guide them through the intake process. Collect and organize all required intake documentation through IntakeQ, ensuring completeness before clinical review. Maintain and update referral and client records in the CRM software until the client begins programming.


Eligibility & Authorization


Verify insurance benefits and eligibility upon referral and recheck monthly for all active clients. Process and track prior authorization requests (PARs - Prior Authorization Requests) and communicate updates to clinical teams. Submit and follow up on all orders, plans of care, and authorizations required by payers. Send physician orders for signature and upload completed documents to the EMR system. Monitor authorization expiration dates and issue reminders to ensure continuous service coverage. Communicate with families only for reauthorizations, intake coordination, and start date confirmations as needed.


Client Onboarding & Coordination


Review the Client Handbook with families, ensuring understanding of clinic policies and procedures. Coordinate with the assigned BCBA to review clinical components of the handbook with the family. Schedule intake assessments with the BCBA and confirm appointment details with the family. Upon completion of the assessment, process assessment authorizations and communicate staffing needs to HR and the Scheduler. Add new clients to Rethink and ensure all records are properly organized and accessible across systems.


Compliance & Data Integrity


Ensure all client documentation is maintained in compliance with HIPAA and company confidentiality policies. Verify that intake forms, insurance details, and authorizations are accurately entered into CRM, EMR, IntakeQ, and Rethink systems. Serve as the point of quality control for all client demographic, payer, and authorization data prior to activation in the EMR. Maintain organized, audit-ready digital records for all client accounts. Support audits, payer reviews, and quality assurance initiatives as needed.


Collaboration & Administrative Support


Maintain ongoing communication with HR, Scheduling, Billing, and Clinical departments to ensure smooth transitions between intake and treatment. Coordinate with the Billing & Credentialing team to ensure payer setup and authorizations align before treatment start dates. Monitor incoming faxes and manage distribution of physician orders and clinical documents. Stay informed on insurance and funding policy changes and communicate impacts to leadership and clinical teams. Track and report referral and intake metrics to the Client Relations Manager and Director.


System Ownership


Maintain and update forms, automations, and templates within IntakeQ as directed by leadership to ensure efficiency, compliance, and consistency in the intake workflow.


Qualifications


Education: Associate's or Bachelor's degree in Healthcare Administration, Psychology, or a related field (preferred). Experience: + Minimum 2 years of experience in a healthcare, ABA, or insurance authorization setting.
+ Familiarity with medical billing, payer requirements, and insurance verification processes.
Skills: + Strong organizational and multitasking abilities.
+ Excellent verbal and written communication skills.
+ Proficient in Intake, EMR, CRM, and Microsoft Office/Google Workspace tools.
+ Detail-oriented with a commitment to accuracy and confidentiality.
* Preferred: Experience with Rethink, CentralReach, or similar ABA data management systems.