Intake & Access Coordinator

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

LBHS is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, disability status, genetics, gender identity and/or expression, protected veteran status, or any other characteristic protected by federal, state, or local law.

LBHS adheres to Title VII of the Civil Rights Act as amended, Ohio Civil Rights Act, and all applicable rules and regulations. LBHS is an equal opportunity employer.