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Position Summary

The Office Manager/Intake Specialist is responsible for overseeing daily front-office operations while coordinating the intake and referral process for patients seeking Speech Therapy, Occupational Therapy, Physical Therapy, Applied Behavior Analysis (ABA), and Counseling services.

This position serves as an important connection between patients and caregivers, referral sources, therapists, scheduling staff, insurance/billing personnel, and clinic leadership. The Office Manager/Intake Specialist is expected to ensure referrals are processed efficiently, patient charts are complete and accurate, insurance requirements are identified early, families receive appropriate communication, and patients move through the intake process toward evaluation and treatment without unnecessary delays.

The ideal candidate is highly organized, proactive, professional, compassionate, and able to manage multiple priorities in a fast-paced healthcare environment.

Primary Responsibilities:

Referral & Intake Coordination:

Receive and process incoming referrals for ST, OT, PT, ABA, and Counseling services.
Review each referral upon receipt for completeness.
Enter new patients accurately into applicable clinic systems.
Maintain an organized and current list of all pending referrals.
Contact caregivers promptly to initiate the intake process.
Obtain demographic, contact, insurance, medical, diagnostic, and referral information.
Send and track required intake forms and questionnaires.
Obtain physician orders/referrals when required.
Request medical records, diagnostic reports, evaluations, CDEs, psychological records, school information, or other supporting documentation when necessary.
Follow up consistently on missing information.
Document referral and caregiver communication according to clinic procedures.
Ensure referrals do not remain inactive without an identified reason and next action.
Communicate referral barriers to management when assistance is needed.

Insurance Verification:

Upon receipt of a referral:

Referral Received → Review Insurance → Complete Insurance Verification Form → Submit for Verification → Identify Requirements → Educate Family → Prepare for Scheduling

Responsibilities include:

Complete the clinic's Insurance Verification Form when insurance information is provided with the referral.
Forward commercial insurance plans to designated insurance/billing personnel for verification immediately upon receipt rather than waiting until the patient is scheduled.
Assist with verifying benefits when assigned and appropriately trained.
Identify copays, deductibles, coinsurance, visit limitations, authorization requirements, exclusions, and other relevant benefit information.
Identify whether prior authorization is required for evaluation and/or treatment.
Communicate verified patient financial responsibility to caregivers according to clinic procedures.
Escalate unusual insurance issues to billing or management.
Ensure insurance information is accurately entered into the patient's chart.

Verification of benefits is not a guarantee of payment, and appropriate communication regarding this distinction should be provided to families.

Patient Chart Readiness & Quality Control:

A primary expectation of this position is ensuring that patients are READY TO SCHEDULE when an appointment becomes available.

Before scheduling, review charts for required information including:

Patient demographics.
Caregiver/contact information.
Insurance information.
Insurance verification.
Physician referral/order when required.
Diagnosis information.
Medical history/information.
Required intake paperwork.
Prior evaluations or medical records when applicable.
CDE/diagnostic documentation when required for ABA.
Authorization requirements.
Other discipline-specific documentation.

Patient charts should be organized so another appropriate staff member can easily determine:

Where is this patient in the intake process? → What are we waiting for? → Who is responsible for obtaining it? → When was the last follow-up? → What needs to happen next?

Scheduling Support:

Coordinate with scheduling staff regarding patients ready for evaluation.
Maintain awareness of evaluation availability across disciplines.
Assist with filling evaluation openings and cancellations.
Contact families from pending/wait lists when openings become available.
Match patients with the appropriate discipline and available provider according to clinic procedures.
Help minimize unused evaluation openings.
Ensure required intake and insurance processes are completed before appointments whenever possible.
Communicate scheduling barriers to management.
Assist with rescheduling when appropriate.
Monitor upcoming schedules for potential administrative concerns.

Office Management:

Assist with oversight of daily administrative/front-office operations.
Help establish priorities for intake and scheduling staff.
Ensure assigned administrative tasks are completed timely.
Monitor front-office workflow and identify areas requiring assistance.
Maintain a professional, organized, and welcoming clinic environment.
Assist with coverage of the front desk as needed.
Ensure patients and caregivers are greeted and assisted appropriately.
Assist with telephone calls, messages, scanning, faxing, copying, and other office responsibilities.
Coordinate communication between administrative and clinical departments.
Assist with development and implementation of administrative workflows.
Reinforce clinic policies and procedures.
Identify recurring workflow problems and communicate recommended solutions to management.
Assist with training and onboarding administrative employees as directed.
Delegate appropriate administrative duties when authorized by management.
Follow up to ensure delegated responsibilities are completed.

Referral Pipeline Management:

The Office Manager/Intake Specialist should maintain an active understanding of the clinic's referral pipeline.

Pending referrals should be categorized according to status, such as:

The employee should routinely review aging referrals and initiate appropriate follow-up rather than waiting for caregivers or referral sources to contact the clinic.

The goal is to maintain an active pipeline of evaluation-ready patients for ST, OT, PT, ABA, and Counseling.

Patient & Caregiver Communication:

Provide courteous and professional customer service.
Explain the intake and scheduling process clearly.
Educate caregivers regarding paperwork and documentation requirements.
Communicate known insurance benefits and anticipated financial responsibility according to clinic procedures.
Provide updates regarding referral status when appropriate.
Respond professionally to caregiver questions and concerns.
Direct clinical questions to the appropriate licensed provider.
Escalate complaints or significant concerns to management.
Maintain appropriate professional boundaries.

Referral Source Communication:

Communicate professionally with physician offices, schools, hospitals, case managers, community organizations, and other referral sources.
Request missing referrals, orders, medical records, diagnoses, and supporting documentation.
Follow up on outstanding requests.
Maintain accurate records of communications.
Help develop positive working relationships with referral sources.

ABA-Specific Intake Support:

Because ABA services may have additional documentation requirements, responsibilities may include:

Tracking pending ABA referrals.
Obtaining Comprehensive Diagnostic Evaluations (CDEs) when required.
Obtaining appropriate diagnostic documentation.
Requesting physician referrals/orders.
Obtaining medical and behavioral records.
Ensuring required caregiver forms are completed.
Coordinating with the BCBA regarding clinical intake requirements.
Ensuring the chart is administratively complete before scheduling ABA evaluations or assessments.
Tracking insurance authorization requirements.

Counseling Intake Support:

Responsibilities may include:

Processing counseling referrals.
Obtaining required demographic and insurance information.
Sending required intake and consent documents.
Assisting with matching patients to available providers according to established clinic procedures.
Maintaining strict confidentiality regarding behavioral and mental-health information.
Directing clinical or urgent mental-health concerns to the appropriate licensed professional according to clinic policy.

Compliance & Confidentiality:

The Office Manager/Intake Specialist must:

Maintain HIPAA compliance and patient confidentiality.
Access patient information only as necessary to perform assigned job duties.
Follow clinic policies regarding electronic communication and medical records.
Maintain accurate documentation of administrative actions.
Protect passwords and system access.
Follow appropriate procedures for release of medical information.
Immediately report suspected privacy, safety, compliance, or documentation concerns to management.

Leadership Expectations:

This position requires more than simply completing assigned tasks. The Office Manager/Intake Specialist is expected to demonstrate ownership of the intake and administrative process.

The employee should:

Be proactive rather than waiting to be instructed on routine responsibilities.
Identify problems early.
Follow tasks through to completion.
Maintain organized tracking systems.
Communicate effectively across departments.
Prioritize time-sensitive matters.
Assist other administrative team members when needed.
Maintain professionalism during stressful situations.
Hold staff accountable to established administrative workflows as authorized by management.
Seek assistance when a problem cannot be independently resolved.
Bring potential solutions—not simply problems—to management.

Performance Expectations:

Performance may be evaluated based upon:

Timeliness of referral processing.
Accuracy and completeness of patient charts.
Percentage of referrals successfully moved to evaluation/scheduling.
Timeliness of insurance verification initiation.
Follow-up on outstanding referrals.
Accuracy of patient demographic and insurance information.
Scheduling/evaluation readiness.
Responsiveness to caregivers and referral sources.
Organization of the referral pipeline.
Accuracy of documentation.
Customer service.
Attendance and punctuality.
Team communication.
Initiative and problem-solving.
Compliance with HIPAA and clinic policies.

Qualifications:

High school diploma or equivalent required; associate's or bachelor's degree preferred.
Previous medical office, healthcare administration, intake, scheduling, insurance verification, or therapy-clinic experience strongly preferred.
Experience with pediatric and/or outpatient healthcare is preferred.
Knowledge of commercial insurance, Medicaid, authorizations, referrals, and healthcare terminology is beneficial.
Strong computer and electronic medical record skills.
Excellent organizational and time-management abilities.
Strong verbal and written communication skills.
Ability to communicate professionally with caregivers, healthcare providers, insurance representatives, and staff.
Ability to multitask and prioritize in a fast-paced multidisciplinary environment.
Strong attention to detail and follow-through.
Ability to maintain confidentiality and comply with HIPAA requirements.

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