Intake Specialist/Call Center Representative

  • Location: Lexington, Kentucky
  • Type: Full-time

Lexington, KY
The Intake Specialist is responsible for assisting new patients or existing patients for new providers with initial assessment scheduling. Intake specialists collect the necessary demographic information, insurance information, and clinical history to properly triage a patient to the most appropriate provider. In addition, the Intake Specialist is responsible for the effective implementation of PsychBC’s clinical goals, procedures, protocols and workflow in accordance with PsychBC’s mission and The Joint Commission’s standards of compliance.  Please note that this role is not face-to-face, but rather conducted in a call center environment speaking with candidates via the phone.  The base/starting pay is $15.00/hour.

Primary Responsibilities:

  • Answer all incoming calls on the new patient line
  • Obtain pertinent clinical information, insurance information and demographic information
  • Screen any inquiry calls to schedule potential new patients
  • Assess patient needs to match patient to an appropriate provider
  • Assist caller/patient with any questions regarding new patient appointments or referrals
  • Manage and process all interoffice referrals within PsychBC
  • Maintain and organize any patient correspondence/clinician via DocAssist regarding referrals or new patient questions
  • Pull and return any voicemails that accrue on the new patient line
  • Process any faxed referrals
  • Communicate regularly with key referral sources to ensure proper placement
  • Assist with incoming emergency calls as appropriate
  • Other tasks as assigned by management

Knowledge, Skills, and Abilities:

  • Must have broad knowledge of clinical terminology
  • Must have a clear understanding of insurance-related terminology and processes
  • Must demonstrate ability to properly handle and document emergency calls
  • Must have significant customer service skills and compassion
  • Must have strong attention to detail
  • Must have significant problem-solving capability
  • Must have strong written and verbal communication skills
  • Must be familiar with PsychBC’s protocols and policies regarding new patients
  • Must be familiar with utilizing EMR systems
  • Must be able to work independently and as a team member
  • Must possess a commitment to the mission and vision of PsychBC


  • Associate's degree required; Bachelor’s degree preferred –  in Psychology or related field
  • Background in customer service or service-oriented work preferred
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