Position: Intake & Access Coordinator

Reports to: Director of Admissions

Position Overview

As the Intake & Access Coordinator, you will be the central point of connection for individuals, families, and referral sources seeking behavioral health and recovery services. You will serve as the first — and often most important — voice people hear when they’re ready to ask for help. Your ability to bring warmth, patience, and efficiency to every conversation directly impacts a person’s ability to access care.

You will oversee inbound and outbound communications, verify insurance, schedule assessments, and support the admissions process from first call to first appointment — ensuring every caller feels heard, respected, and guided toward the next step.

Key Responsibilities

• Be the warm, compassionate first point of contact for individuals seeking behavioral health and recovery services.
• Manage inbound and outbound calls with professionalism, urgency, and genuine care.
• Conduct preliminary screenings to assess urgency, eligibility, and appropriate program placement.
• Verify insurance coverage and benefits and ensure accurate entry into the system.
• Coordinate and schedule intake assessments and appointments across Lighthouse facilities.
• Provide crisis support and de-escalation when needed, connecting urgent callers to the appropriate level of care.
• Maintain accurate, confidential records including caller details, follow-ups, and outcomes.
• Monitor call volume and workflow needs, escalating issues as appropriate.
• Stay up to date on Lighthouse programs and community resources to provide accurate referrals.
• Collaborate with intake, admissions, recovery housing, and clinical teams to ensure seamless client transitions.

Required Qualifications

• High School Diploma or equivalent.
• Minimum 1 year of experience in a call center, customer service, or administrative coordination role — healthcare or behavioral health preferred.
• OR currently pursuing or recently completed a degree in Social Work, Psychology, Counseling, Human Services, Public Health, Sociology, Criminal Justice, Nursing, or a related field.
• Strong verbal and written communication skills with a naturally warm, patient, and empathetic presence.
• Ability to manage high call volume in a fast-paced environment while maintaining professionalism and compassion.
• Proficiency in Microsoft Office Suite and call center/CRM software.

Preferred Qualifications

• Experience with insurance verification and scheduling systems.
• Background or coursework in behavioral health, social services, or a related field.
• Strong crisis management skills and experience supporting individuals in distress.
• Familiarity with behavioral health, substance use treatment, or emergency response environments.

Key Competencies

• Compassionate Communication: Demonstrates empathy and provides solution-focused support to individuals in need.
• Organizational Excellence: Manages multiple priorities while ensuring accuracy and attention to detail.
• Problem-Solving: Anticipates needs, addresses challenges, and ensures smooth coordination of services.
• Resilience & Adaptability: Remains calm under pressure and adapts to changing call center demands.
• Team Collaboration: Works effectively with cross-functional teams to ensure client-centered service delivery.
• Compliance & Integrity: Upholds HIPAA, confidentiality, and all regulatory requirements.

Work Environment & Schedule

• On-site position with flexibility for weekends, and holidays as needed.
• Fast-paced call center setting requires extended periods of sitting, phone communication, and computer use.
• Occasional lifting (up to 25 pounds) and mobility within the office as needed.

Location: 4236 E Broad St Whitehall, 43213

Compensation: $19-21/hr