Intake Coordinator

Full-time (40 hours/week)
Primary Location: San Angelo, TX
Travel Requirement: 0-5%
Hours: Monday-Friday 8:00AM-5:00 PM

Compensation: DOQ

Company Overview

West Texas Counseling & Guidance (WTCG) is a non-profit, 501(c)(3) organization working to ensure that individuals and families seeking mental health treatment should have access to counseling services, regardless of their socioeconomic status and ability to pay. Our mission is to enable individuals and families to reach their full potential in body, mind, and spirit, using evidence-based counseling and educational services. Services offered by WTCG include individual therapy, Cognitive Behavioral Therapy (CBT), Cognitive Processing Therapy (CPT) and Eye Movement Desensitization and Reprocessing (EMDR) for trauma, premarital counseling, couples and family counseling, veteran services, children's play therapy, and anger management.

Position Overview

The Intake Coordinator is responsible for overseeing the daily operations and performance of the Intake/Reception Team across multiple sites and company locations. This role ensures efficient, client-centered intake processes while supporting front-office staff and coordinating workflow. The Intake Coordinator sets and maintains high standards of customer service for the Intake Specialist team and ensures adherence to established procedures and compliance requirements.

Serving as the primary leader for Intake Specialists, the Intake Coordinator collaborates closely with clinical, administrative, and billing/QA teams to support seamless operations. This position acts as a key liaison between Intake Specialists and counselors, ensuring effective communication and continuity of care. The Intake Coordinator is also responsible for assisting with the hiring, training, and supervision of Intake Specialists. A primary focus of the role is maintaining appropriate staffing levels and ensuring schedules are adequately covered across all locations. In situations where coverage gaps arise, the Intake Coordinator will coordinate staffing solutions and may step in to perform Intake Specialist duties as needed.

The successful candidate will become proficient in the organization’s Electronic Health Record (EHR) system and demonstrate a strong understanding of Intake Specialist responsibilities and daily operations. The Intake Coordinator ensures all team members are properly trained, supported, and performing to their full potential. This role requires strict adherence to privacy and confidentiality standards, including HIPAA and applicable state regulations. The Intake Coordinator is expected to remain knowledgeable of and compliant with all organizational policies, procedures, and guidelines outlined in the Policies and Procedures Manual.

This full-time position is an excellent opportunity for individuals interested in the mental health field, offering valuable experience in a clinical setting and strong potential for long-term professional growth. Regular and reliable attendance is an essential requirement of this role.

Key Responsibilities

Team Leadership

• Help oversee daily intake workflow, ensuring calls, inquiries, and scheduling are handled efficiently
• Supervise, support, and provide ongoing guidance to Intake Specialist Leads and Intake Specialist- consideration for all locations and differing time zones
• Develop staff schedules to ensure adequate coverage across
• Conduct regular team meetings, trainings, and performance evaluations
• Assist in hiring, onboarding, and training new intake staff

Supervision

• Provide coaching, feedback, and corrective action when needed
• Coordinate with clinical staff to support client placement and scheduling needs
• Work with billing team to ensure accurate insurance and payment processes
• Communicate with leadership regarding workflow challenges, staffing needs, and performance metrics
• Communicate trends, challenges, and team needs upward to leadership

Administrative Support

• Help identify ongoing training needs within the team

• Track and report key performance indicators (KPIs) such as call volume, intake scheduling rates, and client wait times
• Maintain updated workflow processes, procedures, and training materials
• Assist with special projects and organizational initiatives as needed

• Collaborate with the billing department to support accurate and timely billing

Workflow & Process Improvement

• Monitor and assign incoming Antietam and referrals to team members.
• Identify inefficiencies or recurring issues in intake processes and determining workflow improvements.
• Communicate updates on implementation of new procedures or systems to the team
• Help track patterns in client needs, waitlists, and service gaps
• Ensure appropriate referrals and service matching
• Perform Quality Assurance on intake documentation and client records for accuracy, completeness, and consistency

Client Services & Oversight

• Ensure a welcoming, professional, and trauma-informed environment for all clients
• Oversee client check-in/check-out processes, including copay collection
• Support staff in managing difficult client interactions or escalations

• Assist staff with complex or unclear intake situations
• Monitor appointment scheduling, cancellations, and rescheduling processes
• Provide constructive feedback to staff to improve performance
• Monitor quality of client interactions and professionalism

Client Interaction & Escalation Support

• Serve as a calming and reassuring presence and alert other members of leadership team when needed
• During emotional distress or crisis situations, engage clients with empathy, patience, and professionalism
• Communicate effectively with individuals from diverse cultural and socioeconomic backgrounds

Compliance & Confidentiality

• Ensure adherence to agency policies, confidentiality standards (HIPAA), and ethical practices across the program.

• Ensure compliance with state-specific regulations and organizational policies
• Conduct regular audits of intake documentation and front office procedures

Qualifications

• High school diploma or equivalent required
• Excellent interpersonal, communication, organization and customer service/problem solving skills.
• Capability to work both independently and collaboratively as part of a team.

• Ability to manage multiple sites and priorities in a fast-paced environment
• Prior supervisory or team lead experience required

• Professional demeanor, patience, and the ability to stay composed in high-stress situations.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Willingness and ability to learn and use an electronic health record (EHR) system;
• Ability to maintain a flexible full-time schedule based on organizational needs.
• Must pass a comprehensive background check.

Preferred Qualifications

• Associate or bachelor’s degree in healthcare administration, Business Administration, Psychology, Social Work, or a related field preferred
• Equivalent combination of education and relevant experience in healthcare, behavioral health, or office management may be considered in lieu of a degree
• Experience with EHR systems preferred

• Minimum of 2–3 years of experience in a healthcare, counseling, or medical office setting

• Strong knowledge of front office operations, intake procedures, and customer service best practices

Key Competencies

• Client-Focused Service & Excellence
• Leadership and Team Development
• Conflict Resolution
• Adaptability & Problem Solving skills
• Empathy & Emotional Intelligence
• Attention to Detail & Accuracy
• Time Management, Organization & Multitasking
• Professional Communication
• Discretion & Confidentiality

Physical Demands & Work Environment

• Work is performed primarily in an office environment using standard office equipment.
• Requires extended periods of sitting and computer use.
• Ability to work across multiple time zones and adjust schedule as needed
• Primarily office-based with frequent interaction with staff and clients
• Prolonged periods of sitting, typing, and phone use
• Ability to occasionally lift up to 15 pounds
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Benefits:

Paid Holidays

Health, Vision, & Dental Insurance

Life Insurance

AD&D Insurance

Paid Time Off (PTO)
403(b) Retirement Plan Options

Employee Assistance Program (EAP)

Equal Employment Opportunity (EEO) Statement

West Texas Counseling & Guidance (WTCG) is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other status protected by applicable law.

Americans with Disabilities Act (ADA) Statement

WTCG complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to participate in the application or hiring process, please contact Human Resources

At-Will Employment Statement

Employment with WTCG is at will. This means that either the employee or the organization may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable law. Nothing in this job description constitutes a contract or guarantee of continued employment.