Key Responsibilities

• Manage inbound and outbound calls, ensuring prompt, professional, and compassionate responses.
• Serve as the first point of contact for individuals seeking services, answering inquiries and guiding them through next steps.
• Conduct preliminary screenings to assess urgency, eligibility, and appropriate program placement.
• Verify insurance coverage and benefits, ensuring accurate entry into the system.
• Coordinate and schedule intake assessments and appointments across facilities.
• Maintain accurate, confidential records including caller details, follow-ups, and outcomes.
• Provide crisis support and de-escalation when necessary, ensuring urgent needs are appropriately addressed.
• Support intake and admissions operations by monitoring referral activity, identifying workflow needs, and escalating issues as needed.
• Stay informed about Lighthouse programs and community resources to provide accurate referrals.
• Collaborate with intake, admissions, recovery housing, and clinical teams to ensure seamless communication and client transitions.
• Track pending admissions and follow up on required documentation, insurance information, and scheduling needs.
• Perform additional duties as assigned to support intake, admissions, and client care operations.

• High School Diploma or equivalent.
• Minimum one (1) year of experience in intake coordination, admissions, customer service, healthcare administration, call center operations, or a related role; behavioral health experience preferred
• Strong verbal and written communication skills.
• Ability to manage a high volume of inquiries in a fast-paced environment while maintaining professionalism and empathy.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize responsibilities, and meet deadlines.
• Proficiency in Microsoft Office Suite and electronic health record (EHR), CRM, or scheduling systems.
• Must pass BCI checks, corporate compliance checks, and employment drug screening.

Preferred Qualifications

• Experience with insurance verification and benefits coordination.
• Experience scheduling assessments, appointments, or admissions in a healthcare setting.
• Background or coursework in Social Work, Psychology, Counseling, Human Services, Public Health, Sociology, Criminal Justice, Nursing, or a related field.
• Strong crisis management and de-escalation skills.
• Familiarity with behavioral health, substance use treatment, recovery services, or emergency response environments.
• Knowledge of behavioral health levels of care and referral processes.