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Trinity Health - IHA Intake Coordinator - Livonia in Livonia, Michigan


Provides front line support to the Outpatient Psychiatry and Counseling Center through the performance of phone screenings, assigning prospective patients to therapists, patient phone calls, assisting occasional walk-in clients, assisting with maintenance of the intake database and monthly reports on intake activity. Performs other administrative assistant duties.


  • Courteously greets visitors to the office. Answers telephone calls in accordance with IHA telephone etiquette guidelines. Takes and relays accurate, comprehensive, dated and signed messages in a timely manner.

  • Under general direction of the Practice Manager or designee, provides intake services to callers and walk-ins requesting outpatient mental health, chemical dependency or psychoeducational services; schedules appointments for appropriate callers.

  • Assists in coordinating available appointment times and skills of clinical staff with callers qualifying for services at the Outpatient Psychiatry and Counseling Center.

  • Assists in maintaining intake logs, enters demographic data on cases new to the clinic into intake database, prepares monthly/periodic reports of intake service requests/actions, and extracts and analyzes data related to impact of intake processes on patient care, customer satisfaction and related process and outcome variables.

  • Schedules meetings and appointments, makes phone calls, works patient registries, mails and faxes letters and documents in a timely manner. Sends all no-show letters.

  • Creates meeting packages. Takes notes at meetings as needed.

  • Manages relevant filing systems. Files medical charts. Manages fax server.

  • Organizes and maintains inventory of office supplies and stock printed material.

  • Uses word processing software to create and update miscellaneous memos, forms and signs to communicate with office staff. Develops spreadsheets. Accurately prepares and updates memorandum, spreadsheets, reports, forms, signs and other documents as assigned. Communicates to staff as requested.

  • Photocopies miscellaneous documents as requested.

  • Implements office improvements as needed.

  • Serves as primary contact person for other staff regarding routine facility and office equipment issues.

  • Assists with coordinating office functions (i.e., luncheons, breakfasts, dinners), interviews, special events, gatherings, and meetings.

  • Monitors, organizes and keeps work area clean.

  • Supports other offices, attends required meetings and training and participates in committees as requested.

  • Maintains postage meter and petty cash fund (in some positions).

  • Completes special projects and performs other administrative support duties as needed.


  • Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement.

  • Must be able to work effectively as a member of the medical office clerical team.

  • Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.

  • Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA’s Employee Handbook.

  • Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems.

  • Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines

  • Serves as a role model, by d emonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.

  • Uses resources efficiently.

  • If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.


    Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.


    EDUCATION: High School graduate or equivalent; additional education in social work, psychology or similar field is preferred.


    MINIMUM EXPERIENCE: Minimum one year medical office experience as a Medical Receptionist or Medical Secretary.


  • Knowledge of secretarial/clerical, customer service and billing processes related to position responsibilities.

  • Familiarity with physician office or department basic services and hours of operation to respond to customer requests accurately.

  • Sufficient knowledge of general business mathematics.

  • Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, Microsoft Word and Excel, Outlook, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.

  • Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people.

  • Ability to deal effectively by phone with individuals with limited functional capacity, including psychiatric impairments.

  • Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.

  • Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, family members, insurance carriers, and vendors.

  • Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.

  • Good organizational and time management skills to effectively juggle multiple priorities and time constraints.

  • Ability to exercise sound judgement and problem-solving skills.

  • Ability to handle patient and organizational information in a confidential manner.

  • Successful completion of IHA competency-based program within introductory and training period.

  • Sufficient knowledge of medical terminology to perform responsibilities.

  • Ability to travel to other office/practice sites and meeting and training locations.


  • Physical activity that often requires keyboarding, filing and phone work.

  • Physical activity that often requires extensive time working on a computer.

  • Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.

  • Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.

  • Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.

  • Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

  • Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.


    This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.