Lead Intake Staff

Job Title: Lead Intake Staff

Department: Front Intake/Administrative Support
Reports to: Intake Coordinator

Position Type: Full Time, Non-Exempt

Salary: $14.00-$16.00
Location: 6028 Surety Dr. El Paso TX 79905

Position Summary

The Lead Intake Specialist is the first point of contact for patients and referral partners at Atlantis Behavioral Health Services (ABHS) and serves as the working lead for the front intake team. This role combines hands-on patient access work with day-to-day supervision, training, and quality oversight of intake staff. The Lead Intake Specialist ensures every patient experiences a welcoming, accurate, and efficient intake process, keeps provider schedules running smoothly, and helps drive continuous improvement in front-office workflows.

Key Responsibilities

Team Leadership and Training

• Provide daily directions, coaching, and support to intake staff, including assigning tasks and ensuring front desk coverage.
• Train new and existing staff in scheduling, EHR documentation, referral processing, phone etiquette, patient communication, and reception area standards.
• Monitor staff performance for accuracy, timeliness, and customer service; escalate concerns to the Intake Coordinator.
• Serve as the go-to resource for complex patient questions, escalations, and conflict resolution.

Scheduling Performance and Staff Oversight

• Lead daily monitoring of provider schedules and intake activity to ensure available appointment capacity is fully and effectively used.

• Direct and support front-office and intake staff in meeting departmental and provider scheduling goals.

• Proactively identify schedule gaps and unfilled appointment slots, and take action to fill them through waitlists, rescheduling, and outreach to pending referrals.

• Monitor staff scheduling activity for accuracy, timeliness, and adherence to scheduling guidelines.

• Ensure timely follow-up with patients and referral sources on missed appointments, cancellations, and pending intakes.

Patient Access and Front Desk Operations

• Greeting patients and visitors warmly in person and by phone, answering inquiries or routing them to the right department.
• Answer calls promptly and professionally in English and Spanish.
• Confirm patient check-in and notify providers of patient arrival so appointments stay on schedule.
• Maintain a clean, organized, and welcoming reception area.
• Recognize and respond appropriately to patients in distress, following ABHS crisis and emergency procedures.

Scheduling and Referral Management

• Schedule appointments to maximize patient satisfaction, provider time, and room utilization.
• Accurately enter and track referrals in the appropriate system based on referral type.
• Communicate with referral sources, physicians, and partner agencies to ensure documentation is received and routed to the correct program.
• Follow up on incomplete referrals and missing documentation.

Insurance, Financial, and Records Support

• Verify insurance eligibility and active coverage prior to appointments.
• Explain financial responsibility to self-pay and non-Medicaid patients, collect copays and payments, and document transactions accurately.
• Coordinate with the Billing department on copay questions, balances, and coverage issues.
• Ensure required intake paperwork, consents, and program-specific questionnaires are completed before services begin.

Patient Information Requests
Within HIPAA guidelines and after verifying identity, assist patients with information available in the EHR, including demographics, appointment details, prescription status and pharmacy on file, prescribed medications and available refills, medical records status, insurance status, and copay information (transferring to Billing as needed). Clinical questions are routed to the appropriate provider or clinical staff.

Compliance and Confidentiality

• Protect patient privacy and the confidentiality of personal, clinical, and financial information in accordance with HIPAA and 42 CFR Part 2, where applicable.
• Follow ABHS policies and procedures and report needed changes or compliance concerns.
• Support audit readiness by keeping intake documentation complete and accurate.

Process Improvement

• Apply Lean principles to identify and eliminate waste, reduce wait times, and improve front office workflows.
• Track and report intake metrics (e.g., call volume, referral turnaround, no-show rates, check-in accuracy) as requested.
• Recommend and help implement improvements to intake processes and patient experience.

Qualifications

Required

• High school diploma or GED.
• Three (3) years of experience in healthcare administration, patient access, insurance, customer service, claims, billing, call center, or a supervisory role.
• Bilingual in English and Spanish (verbal and written).
• Proficiency with Microsoft Office and the ability to learn EHR and practice management systems quickly.
• Valid Texas driver's license and reliable transportation for travel between clinics.

Preferred

• Experience in behavioral health or a medical practice setting.
• Prior lead or supervisory experience.
• Familiarity with Medicaid, Medicare, and commercial payer eligibility verification.
• Knowledge of HIPAA and healthcare confidentiality requirements.

Core Competencies

Professional, patient-centered communication; team leadership and coaching; sound decision-making and problem-solving; attention to detail; ability to prioritize in a fast-paced environment; conflict resolution and de-escalation; technical aptitude and understanding of how data flows between systems; relationship building with patients, providers, and referral partners.

Work Schedule and Environment

Schedules may vary based on the needs of patients and the organization, including occasional early, late, or extended hours. This position may be rotated among ABHS clinic locations in El Paso. Work is performed primarily in a clinic front office setting and requires extended periods of sitting, standing, computer use, and phone communication.

Equal Opportunity Statement

ABHS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

This job description is not intended to be an all-inclusive list of duties. Duties and responsibilities may change at any time with or without notice. Employment with ABHS is at-will.

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Experience:

• Customer service: 1 year (Preferred)
• Management: 1 year (Preferred)
• excel: 1 year (Preferred)

Ability to Commute:

• El Paso, TX 79905 (Required)

Ability to Relocate:

• El Paso, TX 79905: Relocate before starting work (Required)

Work Location: In person