Intake Specialist

Headlight is a physician-owned, mental wellness, telehealth company. Our focus is quality care, and our goal is to provide mental health and wellness care to all who need it. We are a mission driven team that supports our clinicians by Clinician Obsessed. As we continue to expand and diversify our service offerings, we are seeking an Intake Specialist to help match prospective clients with our existing clinicians and to facilitate intake appointment scheduling. 

The Intake Specialist will help potential clients understand Headlight’s services. This role will report to our Client Intake Team Lead. Clients learn about Headlight’s offerings through a variety of sources including our website, provider referrals, insurance referrals, online clinical directories, and other sites/partners who help promote mental healthcare.  You’ll engage with individuals seeking to improve their mental health, assess their needs, determine if they’re eligible for our outpatient therapy or medical outpatient services, and match them with an appropriate Headlight clinician.  Your main goal is to help make sure people inquiring about improving their mental health are converted to Headlight clients and to ensure new clients attend their first intake appointment. 

This role is a hybrid role that requires 3 days a week in our Downtown Salt Lake City office (136 S Main Street, Ste 1000, Salt Lake City, UT 84101). You would also be required to work a 10:30am-7pm MT schedule.

• Our mission is to deliver mental health services in a way that’s easier and more human for everyone involved.
• Deliver excellent service: We’re determined to deliver world-class care to our clients. We build long- lasting relationships because we obsess over the details of our delivery and the quality of care 
• Make things easier: Getting help with mental health can be challenging and confusing for a lot of people. We remove barriers and simplify the process because it helps our clients get help and allows us to grow and help more people 
• Listen with empathy: Listen to each other with empathy. We value the deep understanding that creates a productive environment of collaboration, feedback, and support 
• Learn and Grow: We are always curious to improve our practice and our process. As we learn and grow, we can help more people, and that’s what it’s all about 

• According to one study ,"The impact of waiting time on patient outcomes: Evidence from early intervention in psychosis services in England," even a 1% longer wait time will have an impact on the health and social functioning of people with severe mental illness.
• Another white paper "Access to Mental Health Care and Its Impact on Patient Outcomes: A Systematic Review" states that longer wait times will exacerbate symptoms and lead to an increase in the risk for crisis.  
• A study in The Lancet Psychiatry showed that longer wait times for access to mental health services can result in prolonged recovery periods. The study highlighted that delays in receiving care were linked to longer durations of impairment and delayed recovery from mental health conditions.

• This role works primarily over the phones. Intake specialists routinely make over 200 dials per day to support and schedule new client referrals with a Headlight Mental Health Clinician
• As the initial point of contact for those in need, be an active listener with a high level of empathy

• Assist in coordinating the admissions process including the initial phone call, collecting insurance and payment information and scheduling first appointment
• Facilitate the introduction of Headlight outpatient mental healthcare services
• Explain the different care programs at Headlight; talk therapy, medication managements, care coordination
• Using Headlights matching software, connect clients with appropriate Headlight clinicians based on specific needs and preferences.
• Navigate several technology platforms including our ERH, while maintaining a calming demeanor for clients

• Adhere to all organizational policies and procedures, ensuring a high standard of care and legal compliance 

• Excellent verbal and written communication skills 
• Excellent interpersonal, negotiation, and conflict resolution skills 
• Excellent organizational skills and attention to detail 
• Excellent time management skills with a proven ability to meet deadlines 
• Strong analytical and problem-solving skills 
• Ability to act with integrity, professionalism, and confidentiality 

•  Fluency in Spanish a plus

• W2 role with competitive hourly rate and an additional incentive-based pay structure
• Medical, Dental and Vision on the first of the month after employment (based on FT hours)
• Paid Vacation, Sick, and Holiday time

• Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges. 
• 401(k) plan with company contribution
• Hybrid work schedule
• Opportunity to work in a cutting-edge healthcare technology environment
• Professional development opportunities and training
• Collaborative and supportive work culture
• Impactful role contributing to the enhancement of patient care and healthcare processes

Not meeting all the requirements? Research indicates that women, communities of color, and historically underrepresented individuals are often hesitant to apply for jobs unless they meet every qualification. We are committed to cultivating a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but your previous experience doesn't precisely match every qualification listed, we enthusiastically encourage you to submit your application. You could be the ideal candidate for this role or others!

Headlight is committed to the principles of diversity, equity, and inclusiveness and seeks to create a working environment reflective of this commitment. We seek to provide a diverse clinician base to support the diversity of our clients. Headlight supports and respects diversity of people, culture, and ideas throughout our organization. Headlight thrives to be a welcoming, diverse and discrimination- and harassment-free workplace.

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