Senior Front Office & Intake Coordinator

About Personal Growth Counseling Services

At Personal Growth Counseling Services, we believe every individual deserves compassionate, effective, and personalized support on their path to wellness. Based in Toledo, Ohio, our mission is to empower individuals and families to achieve emotional well-being and personal growth through expert mental health services. Our team of Licensed Social Workers and support staff are committed to client-centered care and community impact.

Position Overview

We are seeking a Senior Front Office & Intake Coordinator to serve as the front-line connection for our clients and providers. This role blends administrative excellence with a heart for service. You will handle front desk operations, coordinate the referral and intake process, and ensure appointments are scheduled efficiently and accurately. You’ll play a critical role in ensuring a smooth and welcoming experience for new and existing clients while helping the agency remain compliant and well-organized behind the scenes.

Key Responsibilities

Client Onboarding & Referral Coordination

Manage the intake process from initial inquiry to active enrollment

Explain services clearly to new clients and referral sources

Coordinate with referral partners, clinicians, and billing to ensure complete onboarding

Conduct insurance verification and authorization where applicable

Follow up on referrals, hospital discharges, or missing documentation

Scheduling & EHR Management

Schedule assessments and therapy appointments in alignment with provider availability

Input and update client data in the Electronic Health Records (EHR) system with accuracy

Ensure provider schedules are full and optimized for productivity

Confirm appointments and manage cancellations or rescheduling as needed

Front Desk & Communication

Serve as the first point of contact—greet visitors and answer incoming calls in a warm, professional manner

Respond promptly to questions from clients, providers, and external contacts via phone, email, or fax

Scan and maintain accurate digital documentation in client profiles

Support front office tasks including supply tracking and office organization

Organizational Values & Flexibility

Demonstrate a commitment to the mission, vision, and philosophy of Personal Growth Counseling Services

Perform all other duties as assigned to support team operations and client care

Qualifications

High school diploma or equivalent required (Associate’s or Bachelor’s degree in Healthcare Administration, Psychology, Social Work, or related field preferred)

3+ years of direct experience in a behavioral health or mental health agency front office setting (required)

Demonstrated experience managing the full referral-to-assessment intake process, including screening, insurance verification, scheduling, and client onboarding

Strong working knowledge of EHR systems specific to behavioral health, Medicaid and commercial insurance verification, authorizations, and eligibility processes

Solid understanding of HIPAA, confidentiality requirements, and behavioral health documentation standards

Experience triaging calls, identifying urgent/crisis needs, and routing appropriately

Familiarity with chart auditing, documentation review, and compliance standards

Exceptional verbal and written communication skills with the ability to explain insurance, intake, and service processes clearly and compassionately

Highly organized, detail-oriented, and able to manage multiple referrals in a fast-paced environment