Intake Coordinator

Who we are

Handspring has set out to rebuild the pediatric behavioral health system from the ground up. We are a team of diverse, mission-driven, and passionate individuals dedicated to making quality mental healthcare accessible to all young people.

About the role

We are looking for an Intake Coordinator to join our Clinical Operations team.

This is a unique opportunity to get in on the ground floor of a mission-driven organization looking to transform behavioral healthcare for youth. You will be an integral part of the Clinical Operations team, and work directly with our Clinical Services teams. As a member of the Clinical Operations team, you will be responsible for taking intake calls and walking new patients through the intake process. You’ll help families feel supported and confident in taking the first step toward care—clearly communicating our model, answering questions with empathy, and encouraging them to begin services when appropriate. You will work closely with other teams to implement protocols for the intake process and ensure operational excellence within the clinical organization.

What you’ll do

Day-to-day responsibilities will include, but not be limited to:

• Manage new patient inquiries and intakes
• Schedule and complete intake calls with new families/patients
• Educate families on Handspring, our treatment program, and their treatment options. Assess family’s/patient’s suitability for treatment during intake call process and ensure specific criteria is met prior to scheduling assessments
• Engage with families empathetically and confidently to help them feel ready and motivated to begin care, addressing hesitations, building trust, and reinforcing the value of early intervention
• Address any patient follow-up questions, concerns, or complaints ahead of initial assessment
• Manage clinician’s schedules by setting up initial assessments and coordinating next steps with appropriate Handspring staff
• Ensure appropriate staff have the information required to move forward with initial assessments, i.e., prepare patient charts in our EHR system, ensure consent and billing forms are completed, ensure measures are completed
• Follow cancellation, rescheduling, and no-show policies and procedures as needed
• Communicate with new patients via EHR system
• Perform consistent follow-ups with pending leads who have not been scheduled
• Track intake data, communicating findings to Operations/Business team. Provide weekly and monthly reports reflecting progress towards organizational census goals
• Perform additional intake, business development, marketing, and clerical tasks as needed or assigned

What we’re looking for

• You are excited about being part of an early-stage, mission-driven healthcare organization
• You are interested in working in a team-oriented, dynamic work environment
• Willingness to work afternoon/evening hours (Eastern Standard Time) 3 days a week
• Experience working in patient-facing roles
• You’re confident and compassionate when speaking with families, and you know how to guide them toward care by encouraging next steps with clarity and warmth
• Familiarity with psychology or mental healthcare field
• You can support multiple projects simultaneously
• Demonstrated proficiency in Microsoft Office tools. Comfort with using and learning new technologies, including Zoom, electronic health record systems, appointment scheduling tool, and other team collaboration tools
• Familiarity with working in an EHR system or a system similar