Intake Coordinator (WHWC) at Methodist Healthcare Ministries of S. Tx – San Antonio, Texas

Position Summary

Serves as the MHM Intake and Registration representative responsible for delivering excellent patient experience while interviewing and screening clients for program eligibility. Collects and verifies financial, insurance, and personal information, enters data into the Electronic Health Record (EHR), and connects qualified and unqualified clients to appropriate internal services and external community resources.

Scope and Impact

• Direct, daily impact on patient access to MHM Medical, Dental, and Behavioral Health services through accurate intake, eligibility screening, documentation, and scheduling.
• Supports underserved populations by coordinating referrals and connecting clients to community resources and financial assistance programs.
• Helps maintain patient satisfaction by monitoring wait times and supporting patient flow in a clinical intake environment.

Decision Making Authority

• Works independently within established MHM program guidelines and regulatory requirements to gather information, screen for eligibility, and document results.
• Uses critical thinking to evaluate complex administrative and patient care situations and escalates complaints, issues, or exceptions to leadership/support teams as needed.

Interactions / Working Relationships

• Internal: Intake team members, clinical teams (medical, dental, behavioral health), leadership, support center, and colleagues for issue resolution and workflow coordination (daily).
• External: Patients/clients and family members, community partners and resource agencies (as needed), and insurance representatives for verification (frequent).

Essential Duties and Responsibilities

1. Conduct client intake interviews in person and via inbound/outbound calls to gather financial and personal information and complete required electronic and/or paper forms. (25%)
2. Determine and document program eligibility for Medical, Dental, and Behavioral Health services in alignment with MHM guidelines, including identifying potential exclusions based on medical, psychological, and social factors. (20%)
3. Verify insurance and financial information by securing, obtaining, and updating supporting documentation to ensure accurate eligibility decisions. (15%)
4. Enter and maintain accurate EHR documentation, including sliding fee schedules and updates during New Patient and Annual Update appointments. (15%)
5. Provide outstanding patient communication and service by modeling AIDET in all interactions and creating a welcoming, professional environment that supports patient comfort and trust. (10%)
6. Coordinate financial assistance application support by assisting with the MHS Financial Assistance Program application process for MHM patients and non-MHM referrals. (5%)
7. Connect clients to resources by maintaining knowledge of community programs and sharing appropriate services with clients, including providing alternatives for unqualified clients. (5%)
8. Schedule and manage appointments including updates and follow-up calls; monitor patient wait times and partner with leadership to support patient flow and experience. (3%)
9. Manage intake inquiries and operational tasks including answering direct intake inquiry calls, maintaining privacy of PHI, and keeping a clean, organized workspace. (2%)

Supervisory or Leadership Responsibilities

This position does not supervise others.

Qualifications

Minimum Qualifications (Required)

• Education: High school diploma or GED.
• Licenses/Certifications: None.
• Experience: One year or more of experience in program eligibility screening.
• Other: Bilingual in Spanish is required.

Preferred Qualifications

• Two years of college education preferred, or an equivalent combination of education and experience.
• Additional experience supporting underserved populations and/or working with public assistance, eligibility, or community resource programs.
• Additional experience in a medical, dental, or behavioral health setting and/or working with financial assistance programs.
• Experience with Electronic Health Records (EHR) systems.

Knowledge, Skills, and Abilities (KSAs)

• Strong interpersonal and customer service skills; ability to create a welcoming environment and demonstrate professionalism with patients and coworkers.
• Clear verbal and written communication skills, including the ability to explain MHM regulations and policies.
• Critical thinking and problem-solving skills to address complex administrative and patient care situations and support complaint/issue resolution.
• Ability to evaluate data from multiple sources and accurately document information.
• Working knowledge of relevant State and Federal regulatory and assistance programs.
• Strong attention to detail, confidentiality, and compliance; maintains PHI privacy.

Language Skills

Required: Fluent in English and Spanish (bilingual Spanish required).

Technology and Tools

• Electronic Health Records (EHR) systems (required).
• Internet and Microsoft Office tools, including Outlook, Word, PowerPoint, and Excel.
• Tools/platforms used in the role may include S-Fax, Smartsheet, Microsoft Teams, and Outlook.
• General computer proficiency including data entry, typing, phone skills, and basic troubleshooting.

Work Environment and Physical Demands

• Setting: Medical and dental office environment with direct patient/client contact.
• Physical requirements: Frequent sitting and standing; bending, stooping, twisting, turning, walking, and climbing step stools; must be able to lift and maneuver up to 25 pounds.
• Travel expectations: 50%.