Intake Specialist - Outpatient Mental Health Counseling

About the Role

We're seeking a responsive, organized Intake Specialist to be the first point of contact for a warm, growing outpatient counseling practice supporting individuals, couples, and families on their mental health journeys. With 15 therapists and a steady flow of new client inquiries, this role is essential to making sure no one falls through the cracks between "I'm ready to reach out" and "I have my first appointment scheduled."

Speed matters here — new patient inquiries need a response within the first hour, and every lead needs to move through the pipeline efficiently, whether that ends in a scheduled first appointment or a clearly closed-out lead. If you're quick, personable on the phone, and love keeping a pipeline clean, this role is built for you.

What You'll Do

Lead Response & CRM Management

• Contact new patient inquiries within 1 hour of receiving them
• Manage the full intake pipeline in the CRM (ADMIRA), ensuring every lead is marked complete or lost within a 7-day maximum window
• Keep CRM records accurate and current so nothing sits stale in the pipeline

Phones & Scheduling

• Cover inbound and outbound calls, answering questions and guiding new clients through getting started
• Schedule new client intakes and appointments in the EMR (Simple Practice), working around therapists' individual availability and appointment cadence (weekly to monthly, depending on client and therapist)

Insurance Verification

• Verify insurance for new clients, primarily for in-network plans
• Support self-pay clients with clear information on cost and payment
• Use Availity as a manual fallback for insurance verification when needed

Required Qualifications

• Prior experience in a medical or mental health intake, front desk, or patient coordination role
• Experience with lead response and CRM pipeline management — comfortable working against response-time and pipeline-aging targets
• Experience with insurance verification, including manual verification through payer platforms
• Excellent phone presence — warm, clear, and reassuring with people who may be reaching out during a difficult time
• Strong organizational skills; comfortable juggling live calls, scheduling, and CRM updates without letting leads go stale
  

Preferred Qualifications

• Experience with Simple Practice EHR
• Experience with ADMIRA or a similar CRM platform
• Experience with Availity or other payer verification portals
• Background specifically in outpatient mental health or counseling intake

Why This Role

You'll be the very first voice someone hears when they decide to start therapy — often a hard, vulnerable step. Responding quickly and warmly, and making sure their path to a first appointment is smooth, is some of the most meaningful front-line work in mental health care.