Intake and Referral Coordinator

Description

Intake and Referral Coordinator

Location: This is an in-person position based out of our North Kansas City, MO clinic

Compensation: $22- $24/hour; paid bi-weekly

Employment Type: W2, Full-Time, Non-Exempt

Schedule: Monday-Friday between the hours of 8am and 5pm

Job Summary

The Intake and Referral Coordinator serves as the primary point of contact for individuals seeking behavioral health services and for referral sources within the community. This position is responsible for managing referrals for individual therapy and group therapy programs, ensuring timely coordination of services, verifying eligibility, maintaining accurate records, and facilitating access to appropriate clinical care. The Referral Coordinator works closely with clinicians, intake staff, external providers, and clients to support a seamless referral and scheduling process. 

Referral Management

• Receive, review, and process referrals for individual therapy and group therapy services.
• Coordinate referrals from healthcare providers, schools, community agencies, hospitals, insurance companies, and self-referrals.
• Maintain referral tracking systems and ensure accurate documentation throughout the referral process.
• Monitor referral status and follow up with referral sources, providers, and clients as needed.

Intake and Scheduling

• Contact prospective clients to gather required information and explain available services.
• Schedule intake appointments and therapy sessions in accordance with program guidelines and clinician availability.
• Coordinate enrollment into appropriate therapy groups based on clinical recommendations, availability, and participant needs.
• Manage waitlists and communicate anticipated timelines to clients and referral partners.
• Ensure all required forms, consents, and documentation are completed prior to service initiation.
• Answer incoming calls promptly and professionally. 

Care Coordination

• Collaborate with therapists, case managers, clinical supervisors, and administrative staff to facilitate timely access to care.
• Communicate client needs, referral priorities, and scheduling updates to the clinical team.
• Assist with transitions between services, including movement from individual therapy to group therapy or vice versa.
• Provide referral resources when services are unavailable or when clients require a different level of care.

Customer Service and Communication

• Serve as a knowledgeable resource regarding therapy programs, eligibility requirements, and referral procedures.
• Respond professionally and promptly to inquiries from clients, families, providers, and community partners.
• Maintain positive relationships with referral sources and community stakeholders.
• Provide excellent customer service while demonstrating empathy, professionalism, and cultural sensitivity.

Documentation and Compliance

• Maintain accurate and confidential client records in accordance with HIPAA and organizational policies.
• Verify insurance, benefits, and authorizations as required.
• Generate reports on referral volume, program capacity, waitlists, and service utilization.
• Ensure compliance with agency standards, state regulations, and accreditation requirements.

Performance Indicators 

• Timely processing of referrals.
• Reduction of referral-to-intake wait times.
• Accuracy of referral documentation and data entry.
• Client and referral-source satisfaction.
• Successful placement of clients into appropriate individual and group therapy services.

Compensation and Benefits

• Compensation: $22- $24 per hour; paid bi-weekly
• 401(k) retirement plan with employer match up to 4%
• Comprehensive medical, dental, and vision insurance for employees and eligible dependents
• HSA (with employer contribution) and FSA options to help manage healthcare and dependent care expenses
• Employer-paid life insurance and AD&D coverage
• Employee Assistance Program (EAP) with confidential mental health and life support resources
• Generous paid time off and additional paid holidays

Requirements

Intake Coordinator Qualifications

• Associate degree required; Bachelor's degree in Social Work, Psychology, Healthcare Administration, Human Services, or a related field preferred. 
• Minimum of 1-2 years of experience in healthcare, behavioral health, case management, care coordination, patient access, or referral management preferred.
• Experience working with mental health or counseling programs strongly preferred.
• Experience with electronic health records (EHR/EMR) systems preferred.
• Demonstrated commitment to delivering exceptional client service with the ability to build rapport and communicate effectively with clients, providers, referral sources, and internal teams.
• Strong organizational, time management, and multitasking skills with exceptional attention to detail and the ability to effectively prioritize competing responsibilities.
• Excellent verbal and written communication skills with a professional, compassionate, and engaging demeanor.
• Experience using Electronic Health Record (EHR) systems; proficiency with Microsoft Office Suite and Salesforce or other CRM platforms preferred.
• Working knowledge of mental health terminology, insurance processes, and behavioral health workflows preferred.
• Understanding of trauma-informed care principles and a commitment to using inclusive, affirming, and client-centered communication.
• Ability to maintain strict confidentiality, exercise sound judgment, and ensure compliance with HIPAA and organizational policies.
• Highly self-motivated, adaptable, and collaborative with the ability to thrive in a fast-paced, growing organization and adjust to evolving workflows.
• Strong critical thinking and problem-solving skills with the ability to navigate complex situations, identify solutions, and know when to escalate concerns appropriately.

About Lilac Center: 

The Lilac Center is a leading outpatient mental health practice dedicated to helping individuals overcome emotional and behavioral challenges through compassionate, evidence-based care. With a focus on Dialectical Behavior Therapy (DBT) and integrated treatment approaches, we support clients in building skills for emotional regulation, distress tolerance, mindfulness, and healthier relationships. Our team works with adolescents and adults across multiple locations in Kansas and Missouri, providing individual therapy, group skills training, intensive outpatient programs, medication management, and comprehensive support tailored to each person’s unique needs.

At The Lilac Center, healing happens in a safe, non-judgmental, and inclusive environment where clients are empowered to break destructive cycles and pursue meaningful change. Our clinically trained professionals collaborate closely to deliver coordinated care that honors each person’s journey toward greater wellbeing. We are committed to clinical excellence, ongoing professional development, and fostering a workplace that values diversity, respect, and supportive teamwork.

Lilac Center is committed to fostering a diverse, equitable, and inclusive workplace where all individuals feel valued, respected, and supported. We believe diversity of backgrounds, experiences, and perspectives strengthens our teams and enhances the care we provide to the communities we serve.

Lilac Center is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.

Lilac Center is also committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process. Accommodation requests may be submitted to [email protected].