INTAKE COORDINATOR

SIHB Core Competencies

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop. These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do.
• Accountability: All employees of SIHB effectively manage their own work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care, while respecting our teammates and relatives.
• Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication: We practice effective and clear communication with staff, relatives, teams and community. We demonstrate empathy among each other and with those we serve, and transparency in our decision-making.
• Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our relatives first by delivering the highest quality, professional, responsive, and innovative care. Our relatives come first and deserve the best.

Position Summary: As an intake coordinator, assumes responsibility for interaction with referring programs and individuals regarding admission of prospective clients. Provides information on referral process, evaluates referral information for appropriateness, ensures completeness of documentation, solicits supplemental information as appropriate, coordinates with the director and/or clinical supervisor.

Organizational Structure/Reporting Relationships: This position is part of the behavioral health team and has no direct reports.

Organizational Responsibilities

• Hold Indigenous values and practices with respect and integrity
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions-oriented
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organizations success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others best intentions in mind.
• At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive and innovative care.

Job Responsibilities

• Serve as the primary point of contact for incoming referrals, communicating with individuals, families, and referring agencies via phone and in person to facilitate the intake and admission process.
• Clearly explain program requirements, eligibility criteria, and admission procedures to referral sources and prospective clients.
• Review and evaluate intake applications to determine clinical appropriateness and program eligibility.
• Assess financial eligibility, verify insurance or funding sources, and conduct follow-up to secure payment authorization and maximize program revenue.
• Obtain pre-authorizations and ensure all required documentation is collected for successful billing and reimbursement.
• Accurately document all referrals and intake interactions in a timely manner in accordance with organizational and regulatory standards.
• Maintain and update a comprehensive intake database, tracking referral sources, payer information, documentation timelines, admission dates, length of stay, and discharge outcomes.
• Manage and prioritize the waiting list by maintaining regular communication with referral sources regarding client status and bed availability.
• Provide appropriate referrals to alternative services for individuals who are not eligible for admission.
• Coordinate admissions with clinical and support staff, including counselors, nursing staff, and treatment attendants, to ensure smooth client transitions into the program.
• Assign counselors to new admissions using a rotating system to balance caseloads and support equitable workload distribution.
• Arrange transportation for incoming clients when necessary, ensuring timely and safe arrival to the facility.
• Monitor and manage admissions flow to maintain optimal census levels while balancing staffing capacity and client care needs.
• Collaborate with clinical, administrative, and billing teams to ensure continuity of care and operational efficiency.
• Provide after-hours support for urgent intake-related issues, including critical incidents or admission-related emergencies as needed.
• Minimum of 12 years of experience in an administrative, intake, admissions, or customer service role; experience in a healthcare or behavioral health setting preferred.
• Basic knowledge of substance use disorders, treatment services, and recovery principles preferred.
• Familiarity with insurance verification, prior authorizations, and payer requirements (e.g., Medicaid, commercial insurance) is a plus.
• Strong interpersonal and communication skills, with the ability to interact professionally and compassionately with clients, families, and referral sources.
• Demonstrated ability to handle sensitive and confidential information in compliance with privacy regulations (e.g., HIPAA).
• Effective organizational and time management skills, with the ability to manage multiple referrals, deadlines, and priorities simultaneously.
• Attention to detail and accuracy in data entry, documentation, and record-keeping.
• Experience using electronic health records (EHR) systems or database management systems preferred.
• Ability to problem-solve, assess eligibility criteria, and make sound decisions within established guidelines.
• Comfortable working in a fast-paced environment with frequent interruptions and changing priorities.
• Ability to collaborate effectively with multidisciplinary teams, including clinical, medical, and administrative staff.
• Basic proficiency in Microsoft Office (Word, Excel, Outlook) or similar software.
• Flexibility to provide occasional after-hours or on-call support as needed.

Work Environment: SIHB operates on a 4x10 (4 days per week, 10 hours per day) work schedule with occasional extra hours for events, Saturday clinic, and to meet deadlines.