About the position
The Behavioral Health Intake Specialist is the first point of contact for individuals, families, and referral partners seeking mental health services through SCCS. This is a high-accountability, revenue-generating role that operates across two distinct intake systems: county Medi-Cal (behavioral health contracts with San Bernardino and Orange Counties) and managed care/commercial insurance. The goal of every contact is a scheduled first appointment. Performance is measured on conversion rate, call quality, and documentation accuracy.
Responsibilities
• Answer all inbound calls from individuals, families, school district partners, hospital discharge planners, county case managers, and payer representatives seeking SCCS services across San Bernardino and Orange Counties.
• Follow up on all faxes and emails regarding referrals to our county Medi-Cal programs.
• Conduct a standardized needs screen on every contact to determine program fit, payer eligibility, geographic coverage, and level-of-care alignment within SCCS’s program continuum.
• Schedule every eligible caller for an assessment before ending the call.
• Callers with Medi-Cal are scheduled directly; managed care and commercial insurance callers are scheduled once eligibility and any prior authorization requirements are confirmed.
• Correctly represent SCCS’s full program matrix, payer acceptance, and geographic service area on every call.
• Coverage and authorization information should only be communicated once it has been verified during that contact.
• Confirm eligibility via MEDS or county-designated verification tools.
• Determine whether the caller falls under a county behavioral health plan contract (San Bernardino or Orange County, for specialty mental health services) or a managed care plan (for mild-to-moderate conditions).
• Apply Short-Doyle/Medi-Cal documentation protocols and county-designated timely access standards.
• Verify benefits in real time via payer portals or direct payer contact.
• Confirm SCCS is in-network for the caller’s specific plan type and service category.
• Determine deductible status, co-pay, out-of-pocket maximum, and visit limits.
• Identify prior authorization (PA) requirements and initiate or hand off the PA process before scheduling.
• Document all verified benefit information in MyEvolve/EHR at time of call.
• For EAP callers, confirm session authorization and employer plan parameters before scheduling.
• Book first appointments before the call ends.
• Confirm appointment details with the caller, including telehealth instructions, required documentation, and any intake paperwork to be completed before the first visit.
• Track scheduled appointments and follow up on no-shows per SCCS protocol.
• Handle calls from hospital discharge planners, county case managers, school district administrators, care coordinators, and payer representatives with the same accuracy and responsiveness as direct client calls.
• Provide referral partners with timely confirmation of intake receipt, next steps, and any documentation requirements.
• Escalate referral partner concerns to the Manager of Intake Operations.
• Identify and escalate calls involving suicidal ideation, homicidal ideation, acute psychiatric crisis, or other safety presentations to licensed clinical staff in real time, following SCCS’s crisis warm handoff protocol.
• Apply structured de-escalation techniques for distressed callers who do not meet clinical crisis criteria.
• Document all crisis contacts in MyEvolve/EHR at the time of the call.
• Enter accurate, complete intake records in MyEvolve/EHR at the time of each contact, including referral source, program assignment, payer and plan information, eligibility and authorization status, appointment details, and all follow-up actions.
• Support data integrity for payer audits, DHCS reporting, and internal performance monitoring.
• Maintain compliance with HIPAA across all contact channels.
• Target referral-to-conversion rate of 65–85%, dependent on program.
• All calls are monitored; call quality, first-call resolution, and documentation accuracy are reviewed monthly.
• Accuracy of program and coverage information is a primary quality standard.
• Participate in call review sessions, apply coaching feedback, and engage in workflow improvement initiatives as directed.
• Performs other related duties as required and assigned.
Requirements
• Associate’s degree or higher in psychology, social work, healthcare administration, public health, or a related field.
• Equivalent work experience in behavioral health intake, patient access, or healthcare operations will be considered.
• Minimum two years of experience in behavioral health, healthcare, or social services in a direct client-contact or insurance operations role.
• Working knowledge of Medi-Cal, including county behavioral health plan coverage (San Bernardino and Orange Counties) and managed care plan coverage, as well as commercial.
• Experience verifying insurance benefits in real time using payer portals (Availity, Navinet, or equivalent); working knowledge of prior authorization (PA), eligibility versus authorization, and EAP plan structures.
• Proficiency in Microsoft Office and EHR systems (MyEvolve preferred); ability to manage multiple systems simultaneously during live calls.
• Clear, professional telephone manner; active listening and de-escalation skills; ability to convey complex program and insurance information in plain language to callers who may be in distress.
• Must have strong writing and communication skills.
• Ability to drive a personal or company car on freeways as required for meetings.
• Working knowledge of HIPAA confidentiality requirements and awareness of 42 CFR Part 2 privacy protections applicable to behavioral health settings.
• Completion of organizational HIPAA training required within 30 days of hire.
• Demonstrated commitment to culturally responsive communication across a diverse service population.
• Valid California driver’s license, proof of automobile insurance, and CPR/First Aid certification within 30 days of hire.
Nice-to-haves
• Prior experience in behavioral health intake, patient access, admissions coordination, or a managed care call center, with exposure to both county and commercial workflows.
• English and Spanish bilingual fluency strongly preferred and weighted heavily in hiring decisions given SCCS’s service population in San Bernardino and Orange Counties.
• Crisis intervention certification (Mental Health First Aid, ASIST, or equivalent) preferred; required within 90 days of hire.
• Familiarity with county-funded behavioral health service categories is a plus, including SATS (School-Aged Treatment Services), SAP (Student Assistance Program), GMH (General Mental Health), Success First, TBS (Therapeutic Behavioral Services), and others.
Benefits
• Medical
• Dental
• Vision
• 401k
• Paid holidays
• Paid time off