Sr. Intake Specialist, Mental Health

Who We AreHively, derived from ‘lively’ and ‘hive’, is a thriving community full of life and energy. At our core, we are a family-centered social impact organization dedicated to multi-generational well-being. Our mission is to strengthen and support children and their families throughout Alameda County. We believe that through subsidized child care, mental health support, and community services centered in families of all types and backgrounds, we can significantly change children and parents' possibilities to thrive in life. If this resonates with you, we invite you to apply to join our team! 
Our Team & Culture Our Team at Hively is a passionate and diverse group of individuals from a wide range of different lived experiences, backgrounds and professional expertise. We strive every day to create an environment for families and staff that is inclusive and welcoming of different experiences and perspectives. We prioritize learning, listening, and growing together and to foster a culture of respect. 
The OpportunityReporting to the Sr. Operations Manager, Clinical Services, the Sr. Intake Specialist will be the first point of contact for mental health clients at Hively. They will also be responsible for monitoring and managing intake and referral data and reporting. They will serve as a primary point person for external referrals and work closely with Alameda County Behavioral Health’s ACCESS team to coordinate referrals. The ideal candidate should be an organized, detailed, team oriented, customer focused individual who will be responsible for managing the flow of client requests, resources and referrals. They will provide clerical support to the office and help manage client files. 
ScheduleThis role is fully onsite (Scheduled 9:00 am - 5:30 pm, Monday - Friday. Ability to travel between sites on occasion, with advance notice,  is required.

What you will do:

• Act as the primary contact for potential clients as they schedule services. Follow up with and schedule new clients, and ensure any open spots are filled in a timely manner
• Greet clients in a mental health setting, including clients who may be upset or in crisis
• Maintain and manage client records, preparing intake files and updating documents as needed (both hard copies and in the electronic health record system)
• Answer incoming calls and handle inquiries, from clients, referral sources and the public. Utilize Zendesk to track client communication for scheduling purposes
• Organize and coordinate all incoming referrals from both internal and external referral sources. Coordinate with Clinical Director to ensure timely review of referrals 
• Prepare monthly referral report
• Manage scheduling and coordinate with therapists on any changes or updates to weekly schedules to ensure clinic spaces are maximized in all locations
• Serves as primary admin for Zendesk, conduct regular audits to ensure all tickets are resolved per established guidelines
• Oversee intake data integrity and accuracy within Exym, conduct weekly/monthly audits and follow up with team as needed to correct errors 
• Serve as the intake/scheduling lead, assisting others when needed for challenging calls and demonstrate strong judgement to know when to bring in management
• Work closely with the county for coordinating mental health referrals Communicate with therapists regarding new clients and intake details, and ensure therapists at each location have all they need for each intake appointment. 
• Work with therapists and supervisors to maintain caseload targets
• Manage daily schedule to ensure therapist buddy system
• Monitor no-shows, following-up with therapists to see next steps and coordinate client terminations when appropriate 
• Provide clerical and administrative support to the Mental Health team
• Other duties as assigned

What you should bring:

• 3+ years of experience doing scheduling in a behavioral or healthcare setting 
• Experience in nonprofit, human services environment
• Previous experience with using electronic health record systems and scheduling for multiple schedules.
• Experience with Exym EHR is a plus
• Customer service and conflict management skills
• Excellent computer knowledge, including MS Word, Outlook, and Google Suite
• Proficient in Excel and pivot tables
• Excellent organizational skills, independent and responsive with strong attention to details and ability to prioritize multiple tasks
• Ability to work effectively in a team environment, excellent interpersonal skills with positive attitude and maximum discretion when handling sensitive and confidential information Knowledge of HIPAA policies and best practices
• Adaptability to changing organization needs, conditions and work responsibilities
• Flexibility and enthusiasm to work within in growing team
• An ongoing improvement and process oriented mindset
• Ability to work independently and onsite at our Pleasanton office

Preferred Knowledge, Skills and Abilities

• Bilingual in English and Spanish 
• Experience with Zendesk or other customer service ticketing system is preferred

Physical Requirements

• Ability to sit at a desk, conference table or in meeting rooms of various configurations for extended amounts of time
• Ability to stand for extended amounts of time
• Manual dexterity to use a telephone and computer
• Facility to hear and understand speech at normal room levels, and to hear and understand speech on the telephone
• Facility to speak in audible tones so that others may understand clearly in normal conversations and over the telephone 
• Physical agility to lift and carry up to 20 pounds and to bend, stoop, walk and reach overhead
• Physical agility to push/pull, squat, twist and turn
• Mental acuity to perform the essential functions of this position in an accurate and timely fashion; to make good judgments and decisions; and to evaluate the results of decisions and judgments 

Benefits* Medical, dental and vision plans covered at 100% for the employee * Health & Dependent Care FSA & HSA * 15 Paid Holidays + flex holidays!* Generous paid time off policy* Tuition Reimbursement ($1,000/year)* Employee Appreciation Program* Life & Long Term Disability Insurance covered 100% by Hively* 403(b) plan * SEP-IRA plan with an employer contribution of 5% of annual salary* Learning & Development Opportunities* Industry competitive salary ranges
Welcoming Candidates from All BackgroundsWhile we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points.
We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.
* Note: Benefits described apply for full-time, permanent positions only. Temporary, internships, part-time or contract roles are not generally eligible.
Benefits* Medical, dental and vision plans covered at 100% for the employee * Health & Dependent Care FSA * 14 Paid Holidays + 4 flex holidays, including your birthday!* Generous paid time off policy (over 3 weeks per year)* Tuition Reimbursement ($1,000/year)* Employee Appreciation Program* Life & Long Term Disability Insurance covered 100% by Hively* 403(b) plan * SEP-IRA plan with an employer contribution of 5% of annual salary* Learning & Development Opportunities*Financial wellness program with unlimited access to personal financial advisors* Industry competitive salary ranges
Welcoming Candidates from All BackgroundsWhile we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points.
We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.
* Note: Benefits described apply for full-time, permanent positions only. Temporary, internships, part-time or contract roles are not generally eligible.