Lead Patient Access & Intake Supervisor at FSC|The Center for Mental Health & Wellbeing – Galveston, Texas

Company Information

Since 1914, Family Service Center has provided vital relief to families in need within our community. Family Service Center’s mission is to promote the mental health and well-being of individuals and families through counseling, education, and prevention. We believe that the family is a basic and essential institution and that when supported and strengthened, children, adults and our community thrive. FSC is the only non-profit mental health counseling agency in Southeast Texas serving individuals and families across the lifespan, regardless of diagnosis or need. Our core programming addresses the needs of all people through the provision of quality, trauma-informed, client-centered care that works within the context of a client’s unique financial situation.

JOB SUMMARY:

The Lead Patient Access & Intake Supervisor is responsible for overseeing the intake and patient access functions for Family Service Center. This role ensures that individuals and families seeking services are welcomed through a streamlined, compassionate, and efficient intake process. The supervisor leads daily intake operations, manages workflow and staff performance, and ensures that clients are connected to the appropriate programs and services in a timely manner. The Lead Patient Access & Intake Supervisor plays a critical role in supporting FSC’s mission by ensuring that access to behavioral health services is coordinated, organized, and client centered. This position also supports program growth, operational improvements, and data tracking related to service access and referrals.

KEY RESPONSIIBILITIES:

Intake Operations & Client Access
Oversee daily intake operations and patient access processes across FSC programs
Ensure timely and professional responses to client inquiries, referrals, and service requests
Supervise intake scheduling for therapy, case management, and other FSC services
Ensure accurate completion of intake documentation, eligibility screening, and client records
Support clients through the intake process with compassion and confidentiality
Ensure compliance with all privacy standards, including HIPAA and organizational policies

Leadership & Staff Supervision
Supervise intake coordinators and patient access staff
Provide training, coaching, and performance feedback to team members
Develop clear workflows and procedures to improve client access and service coordination
Monitor staff productivity, scheduling, and workload distribution
Promote a culture of professionalism, accountability, and excellent client service

Process Improvement & Workflow Management
Evaluate intake procedures and implement improvements to increase efficiency and client satisfaction
Develop and maintain standardized intake protocols and scripts
Ensure consistent tracking of referral sources and client engagement metrics
Collaborate with program leadership to align intake processes with service capacity and clinical needs
Support implementation of new systems, forms, and intake tools as the organization grows

Data Tracking & Reporting
Monitor intake data, referral patterns, and service access trends
Track client inquiries, completed intakes, waitlists, and service placement outcomes
Prepare reports for leadership to support program planning and service expansion
Ensure accurate documentation in the electronic health record or data systems

Collaboration & Community Coordination
Serve as a liaison between intake, clinical teams, and program leadership
Coordinate referrals with community partners, healthcare providers, and social service agencies
Support outreach efforts by ensuring referral partners have clear pathways to FSC services
Maintain strong communication with internal departments to ensure smooth client transitions into care

Compliance & Quality Assurance
Ensure intake procedures align with licensing requirements, grant expectations, and regulatory standards • Maintain confidentiality and compliance with HIPAA and organizational policies
Participate in quality improvement initiatives related to service access and client engagement

Qualifications
Bachelor’s degree in social work, healthcare administration, psychology, or related field preferred
Minimum of 3 to 5 years of experience in healthcare intake, behavioral health access, or social service coordination
Previous supervisory or leadership experience preferred
Experience working in mental health, nonprofit, or social service environments strongly preferred
Knowledge of patient access systems, referral management, and client intake processes
Strong organizational, communication, and leadership skills
Ability to manage multiple priorities in a fast-paced environment

Core Competencies
Leadership and team management
Client centered communication
Operational organization and workflow management
Problem solving and decision making
Data tracking and reporting
Collaboration with clinical and community partners

Work Environment
This position operates in a professional office and community based behavioral health setting. The role may involve interaction with clients experiencing mental health challenges, crisis situations, or complex social needs.

Mission Alignment
The Lead Patient Access & Intake Supervisor plays a key role in ensuring that individuals and families seeking support from Family Service Center receive timely, compassionate, and coordinated access to services that strengthen mental health and community well-being.