Intake Coordinator

Job Title:Intake Coordinator
Reports to:Director of Clinical Services
Department:Clinic
Supervises:N/A
FLSA Status:Non-Exempt
FT/PT:Full-Time

Organization Overview:

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 national awards for the development of innovative approaches to family therapy and professional training.

Position Summary:

The Intake Coordinator plays a vital role in ensuring a warm, welcoming, and professional environment for new clients as they begin their journey with our clinic. This role requires exceptional attention to detail, accuracy in data entry, and timeliness in managing all steps of the intake process—from first contact through scheduling.

The Intake Coordinator ensures that all client information, documentation, and communications are handled efficiently, accurately, and in compliance with OMH, OMIG, and CMS requirements. In addition, the Intake Coordinator supports departmental data collection and reporting efforts, helping leadership track trends, workflow efficiency, and client conversion outcomes to improve service delivery.

Essential Job Functions:

Primary responsibilities include:

EHR and Documentation Management

  • Enter all client and case information into the Welligent EHR accurately and completely, maintaining tidy, organized, and audit-ready charts.
  • Review client records regularly to ensure documentation consistency, completeness, and compliance with agency standards.
  • Follow established naming conventions and documentation protocols to maintain clarity and uniformity across charts.

Timeliness and Workflow Efficiency

  • Ensure timely follow-up with prospective clients from first inquiry through scheduled appointment, reducing turnaround time and ensuring clients are scheduled without delay.
  • Track progress of pending intakes and proactively communicate with clients to obtain required forms, insurance details, and consents before the first session.
  • Prioritize workload effectively to maintain a consistent and responsive intake flow in alignment with department benchmarks.

Collaboration and Communication

  • Collaborate with Billing, Compliance, and Clinical Services to ensure intake documentation supports accurate billing, compliance, and operational efficiency.
  • Maintain open and timely communication with administrative staff, supervisors, and trainees to coordinate client scheduling and handoffs.
  • Escalate cases presenting barriers to scheduling, documentation completion, or client readiness to the Lead Intake Coordinator or Intake Manager.

Data Tracking and Reporting

  • Pull data and generate basic reports from Welligent or designated tracking systems as requested by the Lead Intake Coordinator, Intake Manager, or Compliance Officer.
  • Review and validate data for accuracy, ensuring information used in reports or dashboards is complete and current.
  • Assist in tracking and monitoring key intake metrics (e.g., inquiry-to-intake conversion rate, time-to- schedule, number of pending intakes, and waitlist movement).
  • Contribute to continuous quality improvement initiatives by identifying trends, recurring issues, or opportunities for workflow enhancement.

Professional Accountability

  • Demonstrate professionalism, initiative, and ownership in managing assigned caseloads, ensuring clients experience a responsive and efficient onboarding process.
  • Maintain confidentiality and uphold all ethical, professional, and regulatory standards in handling client information.

Other

  • Perform other related duties as assigned to support the efficient, compliant, and high-quality operation of the clinic.
  • Contribute to special projects, workflow improvements, and quality initiatives as directed by the Lead Intake Coordinator, Intake Manager, or Compliance Officer.

Qualifications

  • Bachelor’s degree in psychology, social work, healthcare administration, or a related field required; master’s degree or current enrollment in a graduate program preferred.
  • Minimum of two (2) years of experience in a healthcare, behavioral health, or administrative setting, preferably in client intake, case coordination, or clinic operations.
  • Strong proficiency with technology and electronic health record (EHR) systems; experience with Welligent strongly preferred.
  • Demonstrated ability to accurately enter, track, and retrieve data; experience generating or reviewing reports to support data-driven decision-making preferred.
  • Exceptional attention to detail, accuracy, and organization; ability to maintain tidy, audit-ready charts and manage multiple priorities effectively.
  • Familiarity with NYS OMH, OMIG, and CMS documentation and compliance requirements preferred.
  • Excellent communication, interpersonal, and teamwork skills; able to collaborate effectively with clients, clinicians, supervisors, and administrative staff.
  • Strong time-management skills with the ability to prioritize workload and ensure timely completion of all intake-related tasks.
  • Demonstrated commitment to Ackerman’s values of inclusion, collaboration, transparency, and excellence in client care.
  • Bilingual in English/Spanish preferred but not required.

Work Environment:

  • Hybrid position based in the New York City office, requiring in-person attendance at least four (4) days per week and one (1) remote day, as determined by the department schedule.
  • Schedule: 9:00 a.m.–5:00 p.m. ET, Monday–Friday
  • Collaborative clinic setting with regular interaction across administrative, clinical, and compliance teams.
  • Requires consistent professionalism, confidentiality, and discretion when handling sensitive client information.
  • May involve occasional schedule adjustments or additional hours to meet operational or client needs.
  • Must be comfortable working in a fast-paced environment that requires adaptability, strong communication, and attention to detail.

Compensation:

Ackerman Institute for the Family offers a generous compensation package that includes:

  • $25.00 per hour
  • Employee benefit package
  • Generous paid-time-off package.
  • Commitment to work-life balance.
  • Complimentary Admission to Ackerman Workshops.

Welcoming Diversity:

The Ackerman Institute for the Family provides equal opportunities to all individuals regardless of 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.

How to Apply:

Interested candidates should send a cover letter and resume to Human Resources at: jnazario@ackerman.org with the subject line: “Intake Coordinator.” Only those candidates selected for an interview will be contacted.