Intake Specialist
Salt Lake City, Utah
Care Coordination – Intake Specialist /
Full-time /
Hybrid
Join a team that’s transforming mental healthcare. Founded by psychiatrists, Headlight is more than a company: it’s a movement. A movement that exists on the front lines of the mental health crisis, transforming the way people access care and the way clinicians deliver it. In order to help people in their time of need and ensure that every person who comes to us has options, we are transparent about our capabilities, treatments, and coverage, we champion innovation, and we leverage our rich data to continuously implement better ways of delivering care. Our mission is simple but powerful: Improving lives, one session at a time.
Our highly skilled and principled clinical team enjoys autonomy and institutional support so they can put their focus where it should be: on improving patient outcomes. Our clinicians want to do more than help individual clients, so they work to affect the system as a whole, elevating standards of care so that their efforts reverberate far beyond what they could do in private practice.
As the most trusted behavioral health partner in the Western U.S., we’ve established deep relationships that give us unparalleled access, interoperability, and first-priority referrals. This exclusivity, combined with our best-in-class coordinated care and feedback loops, results in superior outcomes and cost savings.
Our services are convenient, accessible, and expert, combining personalized client engagement with advanced technology to enhance, not replace, human connection. Indeed, we hold that human-to-human relationships are indispensable, so from the match to the session to the time between sessions, we provide whole person care so nobody falls through the cracks and there is a brighter path forward for all.
The Intake Specialist will help potential clients understand Headlight’s services. This role will report to our Client Intake Team Lead. Clients learn about Headlight’s offerings through a variety of sources including our website, provider referrals, insurance referrals, online clinical directories, and other sites/partners who help promote mental healthcare. You’ll engage with individuals seeking to improve their mental health, assess their needs, determine if they’re eligible for our outpatient therapy or medical outpatient services, and match them with an appropriate Headlight clinician. Your main goal is to help make sure people inquiring about improving their mental health are converted to Headlight clients and to ensure new clients attend their first intake appointment.
This role is a hybrid role that requires 3 days a week in our Downtown Salt Lake City office (136 S Main Street, Ste 1000, Salt Lake City, UT 84101). You would also be required to work a 10:30am-7pm MT schedule.
Values
- Deliver Excellent Service:We’re determined to deliver world-class care to our clients. We build long-lasting relationships because we’re intentional about the details of our delivery and quality of care.
- Make Mental Health More Accessible:Accessing mental health treatment shouldn’t be as hard as it is. We remove the barriers and simplify the process because it means our clients get the help they need, when they need it.
- Intentionally Listen: Communicate with empathy. We value deep understandings that create a healthy environment of collaboration, feedback and support.
- Learn and Grow: Every day is an opportunity to do better. We want to learn and grow. Our curiosity fuels our desire to improve our practice and process. As we learn and grow, we can help more people – which is what we’re all about.
- Communal Care: We help each other be the best by creating a culture of empathy, respect, growth and balance.
Why this role matters?
- According to one study ,"The impact of waiting time on patient outcomes: Evidence from early intervention in psychosis services in England," even a 1% longer wait time will have an impact on the health and social functioning of people with severe mental illness.
- Another white paper "Access to Mental Health Care and Its Impact on Patient Outcomes: A Systematic Review" states that longer wait times will exacerbate symptoms and lead to an increase in the risk for crisis.
- A study in The Lancet Psychiatry showed that longer wait times for access to mental health services can result in prolonged recovery periods. The study highlighted that delays in receiving care were linked to longer durations of impairment and delayed recovery from mental health conditions.
Roles and Responsibilities
- This role works primarily over the phones. Intake specialists routinely make over 200 dials per day to support and schedule new client referrals with a Headlight Mental Health Clinician
- As the initial point of contact for those in need, be an active listener with a high level of empathy
- Assist in coordinating the admissions process including the initial phone call, collecting insurance and payment information and scheduling first appointment
- Facilitate the introduction of Headlight outpatient mental healthcare services
- Explain the different care programs at Headlight; talk therapy, medication managements, care coordination
- Using Headlights matching software, connect clients with appropriate Headlight clinicians based on specific needs and preferences.
- Navigate several technology platforms including our ERH, while maintaining a calming demeanor for clients
- Adhere to all organizational policies and procedures, ensuring a high standard of care and legal compliance
Qualifications
- Excellent verbal and written communication skills
- Excellent interpersonal, negotiation, and conflict resolution skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Strong analytical and problem-solving skills
- Ability to act with integrity, professionalism, and confidentiality
Benefits
- W2 role with competitive hourly rate and an additional incentive-based pay structure
- Medical, Dental and Vision on the first of the month after employment (based on FT hours)
- Paid Vacation, Sick, and Holiday time
- Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges.
- 401(k) plan with company contribution
- Hybrid work schedule
- Opportunity to work in a cutting-edge healthcare technology environment
- Professional development opportunities and training
- Collaborative and supportive work culture
- Impactful role contributing to the enhancement of patient care and healthcare processes
$20 - $21 an hour
Our Intake Specialists are eligible for a monthly incentive plan on top of the hourly rate that is based on appointments scheduled and appointments kept. The typical bonus is between $50 to $500 per month with the average of about $200 earned per month.
Not meeting all the requirements? Research indicates that women, communities of color, and historically underrepresented individuals are often hesitant to apply for jobs unless they meet every qualification. We are committed to cultivating a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but your previous experience doesn't precisely match every qualification listed, we enthusiastically encourage you to submit your application. You could be the ideal candidate for this role or others!
Headlight is committed to the principles of diversity, equity, and inclusiveness and seeks to create a working environment reflective of this commitment. We seek to provide a diverse clinician base to support the diversity of our clients. Headlight supports and respects diversity of people, culture, and ideas throughout our organization. Headlight thrives to be a welcoming, diverse and discrimination- and harassment-free workplace.
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