Role Description

The Intake Coordinator plays a key role in helping individuals access Boundless services. This position conducts intake assessments, identifies service needs, and coordinates referrals and next steps using professional judgment and established processes. Working within the EHR and other systems, the Intake Coordinator communicates regularly with individuals, families, referral sources, and team members by phone, text, email, and Microsoft Teams to ensure a positive intake experience.

• Communicate daily with referral sources using independent professional judgment to assist them in identifying appropriate services for the patient.
• Assess and triage crisis calls determining urgent, emergent, and routine status of the patient and referring accordingly.
• Determine scheduling with the correct clinician based on specialized skills and the unique needs of the person served.
• Determine appropriate community providers to refer to when services are not available within Boundless.
• Process all inbound and outbound inquiry/referral communications for all services within Boundless.
• Manage agency, service, and program specific workflows within access to care.
• Maintain and exhibit exceptional interpersonal skills to ensure overall excellent customer service.
• Keep current with changes in rules and regulations affecting enrollment processes.
• Assist in managing program enrollment statuses within the EHR.
• Arrange for translation services as needed during the access to care process.
• Manage scheduling for diagnostic assessments, psychological testing, and evaluations.
• Coordinate with all departments and clinical teams throughout the access to care process.
• Initiate inquiries and provide appropriate documentation for new individuals being served.
• Gather documentation to ensure records are compliant and ready for audits.
• Audit individual records as assigned and/or necessary.
• Correspond with individuals/parents/guardians regarding information required for service delivery.
• Gather information related to the individual’s financial responsibility with the Billing Department.
• Assist in coordination with the Autism Scholarship Program information, as applicable.
• Maintain timely responses to ensure efficient access to care.
• Provide clear documentation within the EHR to create transparency of the individual’s status.
• Attend team and individual supervision meetings as requested.
• Engage in appropriate time management skills within various work settings.
• All other duties as assigned.

Qualifications

• Oral and Written Communication – Ability to clearly communicate with a variety of people.
• Technical – Proficient skills with communication and collaboration tools (e.g., Microsoft Teams, EHR systems).
• Planning/Organizing – Prioritizes and plans work activities efficiently.
• Adaptability – Manages competing demands and changing priorities.
• Decision/Judgment – Ability to make independent decisions and know when to seek advice.
• Confidentiality – Ability to maintain confidentiality and handle sensitive information appropriately.
• Dependability – Consistently at work and on time, follows instructions, and solicits feedback.
• Safety and security – Promotes and observes safety and security procedures.

Requirements

• High School Diploma/GED.
• 3-5 years customer service experience (in person or over the phone).

Preferred Education

• Bachelor’s Degree.
• 3-5 years clinical operations experience.
• Experience with EHR systems.

Work Environment

• This is primarily a remote, work-from-home position.
• Employees are responsible for providing reliable internet service and a private workspace.
• Occasional travel to Boundless office locations for meetings and events may be required.

Position Type/Expected Hours of Work

• This is a full-time position, Monday through Friday, 8:00 a.m. to 4:30 p.m.
• Occasional earlier morning, evening, and weekend work may be required.