Lead Intake Coordinator

Organizational Summary

The Ackerman Institute for the Family was founded in 1960 and is one of the premier institutions for family therapy treatment and one of the most highly regarded training facilities for family therapists in the United States. The Institute serves a diverse population of families at all stages of family life by offering a variety of programs that address a broad range of issues and concerns. The faculty at the Institute have achieved national prominence and earned awards for developing innovative approaches to family therapy and professional training.

Position Overview

The Lead Intake Coordinator serves as the primary operational and clinical liaison between the Intake Department and key internal stakeholders, including Clinical Services, Compliance, Billing, and Training. This role is responsible for ensuring intake workflows are executed efficiently, accurately, and in full compliance with applicable regulatory and payer standards, including OMH, OMIG, and CMS requirements.

In addition to performing intake functions as needed, the Lead Intake Coordinator provides day-to-day workflow leadership for the intake team, including onboarding and training support, real-time guidance, quality assurance reviews, and escalation management. This role helps ensure consistent application of intake protocols, documentation standards, and eligibility determinations while supporting a high-quality, client-centered experience for individuals and families seeking services.

The Lead Intake Coordinator plays a key role in monitoring intake performance, identifying process gaps or inefficiencies, and partnering with leadership to implement improvements. This position supports organizational change initiatives by reinforcing standardized workflows, improving cross-department communication, and promoting accountability across the intake function during periods of growth and transition.

Essential Job Functions:

• Serve as first-line mentor and resource for Intake Coordinators and interns, supporting consistent adherence to intake protocols, documentation standards, and service expectations.
• Support department leadership with onboarding, training, and day-to-day workflow guidance for intake staff.
• Monitor key intake performance indicators (e.g., inquiry-to-intake conversion, pending caseloads, documentation timeliness) and share trends with the Intake Manager and Clinical Director.
• Participate in process improvement initiatives to enhance client flow, scheduling efficiency, and cross-department communication.
• Act as a liaison between the Intake Department and Clinical Leadership to support alignment with clinical and operational priorities.
• Conduct regular chart and documentation reviews to ensure accuracy, completeness, timeliness, and compliance with OMH, OMIG, and CMS requirements.
• Ensure consistent use of required forms, consent documentation, naming conventions, and EHR workflows within Welligent.
• Model professional, compassionate client communication and support resolution of complex or high-risk intake inquiries requiring discretion or clinical judgment.
• Answer intake-related phone calls and emails, provide referrals and resources, and conduct risk, insurance, and availability assessments.
• Schedule and complete intake appointments as needed, ensuring professionalism and accuracy.
• Support waitlist management and case assignment in accordance with applicable regulatory and organizational standards.
• Maintain collaborative communication with administrative staff, supervisors, trainees, and clinical teams.
• Provide task supervision and guidance to first-year social work interns in accordance with intake protocols and EHR documentation standards.
• Participate in required meetings, trainings, and quality improvement activities.
• Demonstrate leadership through accountability, professionalism, and a commitment to continuous improvement.

Required Qualifications:

• Graduate degree in a relevant field with appropriate licensure (LMSW, LMHC, LMFT).
• Minimum 3 years of behavioral health intake or client services experience, including at least 1 year in a lead, training, or quality-focused role.
• Demonstrated ability to mentor others and support workflow improvements.
• Strong data literacy, including comfort reviewing metrics and navigating EHR systems (Welligent preferred).
• Proven ability to manage sensitive situations with professionalism, discretion, and sound judgment.
• Strong organizational skills and attention to detail.
• Proficiency with technology, including telehealth platforms and electronic health records.
• Ability to prioritize tasks, manage time effectively, and take initiative.
• Commitment to Ackerman Institute values of inclusion, collaboration, and transparency.
• Experience with telehealth or hybrid care models preferred.
• Bilingual English/Spanish and SIFI certification preferred but not required

Work Environment

• This is a hybrid position based in our New York City office, requiring in-person attendance four (4) days per week with the following schedule:
• Monday: 9:00 AM – 5:00 PM (in person)
• Tuesday: 11:00 AM – 7:00 PM (in person)
• Wednesday: 11:00 AM – 7:00 PM (in person)
• Thursday: 9:00 AM – 5:00 PM (in person)
• Friday: 9:00 AM – 5:00 PM (remote)

Commitment to Diversity & Equal Opportunity

The Ackerman Institute for the Family provides equal opportunities to all individuals without regard to race, religion, national origin, disability, age, marital status, sex, sexual orientation, gender, gender identity or expression, veteran status, or any other status protected by law. It does not discriminate based on any status protected by law. This policy applies to all employment, education, volunteer, and clinical care related activities or in any other aspect of the Institute’s operation. Black, Indigenous, and people of color; trans, non-binary, and intersex people, especially transwomen; those from poor and working-class backgrounds, immigrants, people with disabilities; as well as people at the intersections of these experiences are highly encouraged to apply.

Compensation:

Ackerman Institute for the Family offers a competitive and comprehensive compensation package, including:

• Annual salary range: $65,000 – $70,000.
• Medical, dental, and vision insurance for employees and dependents, largely subsidized by Ackerman.
• Employer-paid life insurance and supplemental disability insurance.
• 403(b) retirement plan with eligibility for employer match
• Generous paid time off.
• A strong commitment to work-life balance.
• Complimentary admission to Ackerman workshops and trainings.

How to Apply

Please apply directly through LinkedIn.