Job Description

Job Location: Franklin, TN 37067
Position Type: Full Time
Salary Range: $40,000.00 - $41,600.00 Salary

Position Summary
We are seeking a compassionate, people-oriented Patient Onboarding Coordinator to serve as the first point of contact for individuals seeking behavioral health services. This role is ideal for someone transitioning from the service industry who excels at building trust quickly, communicating effectively, and guiding individuals towards care. The Patient Onboarding Coordinator combines empathy with influence, supporting potential patients through a vulnerable decision-making process while confidently encouraging them to take the next step in their care journey.
Primary Responsibilities
- Serve as the first point of contact for prospective patients and families via phone and online inquiries
- Build rapport quickly through active listening, empathy, and non-judgmental communication
- Educate patients on available services, treatment options, and program benefits
- Confidently guide and encourage individuals to schedule assessments and begin treatment
- Address objections or hesitations with professionalism, compassion, and persistence
- Accurately collect and document patient information within the system
- Coordinate intake appointments and ensure a smooth, supportive onboarding process
- Collaborate with clinical and operations teams to ensure appropriate patient placement
- Maintain strict confidentiality and adhere to HIPAA and company policies

Qualifications
Education:
Bachelor's degree in counseling, Psychology, Social Work, or a related field preferred; high school diploma required.

Experience:
2–4 years of experience in customer service, hospitality, sales, healthcare, or a related field, with a strong preference for candidates with call center or healthcare experience. Certification as a Medical Assistant (CMA) or Registered Medical Assistant (RMA) is a plus.
Core Skills & Abilities:
- Proven ability to build relationships and positively influence decisions in fast-paced environments
- Strong verbal and written communication skills, particularly over the phone
- High emotional intelligence with the ability to navigate sensitive conversations with professionalism and empathy
- Comfortable discussing mental health and substance use topics with care and discretion
- Resilient and able to handle rejection while maintaining a positive, solution-focused approach
- Strong organizational skills with a high level of attention to detail
- Basic computer proficiency; experience with CRM or EMR systems is a plus
Additional Requirements:
- Ability to remain calm under pressure and respond effectively in crisis situations
- Familiarity with electronic health records and call center software preferred
- Must be able to complete TB screening, drug screening, and a background check upon hire
Note: The essential job functions of this position are not limited to the duties listed above.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong understanding of mental health issues, treatment modalities, and healthcare systems.
- Ability to analyze situations, evaluate data, recommend/implement courses of action that would improve the functioning of systems/processes they are involved in.
- Ability to interpret, adapt, and apply guidelines and procedures.
- Ability to use good judgment and keep information confidential.
- Ability to react calmly and effectively in an emergency.
- Ability to effectively prioritize tasks.
- Ability to work collaboratively in a multidisciplinary team environment.
- Excellent communication, interpersonal, and crisis management skills.
- Commitment to ethical standards, confidentiality, and professional boundaries.
PHYSICAL, MENTAL, AND SPECIAL DEMANDS
- Ability to reach above and below the waist, turn, twist, and manipulate small tools (copier, computer, telephone, typewriter, calculator, safe, facsimile machine).
- Ability to see well enough to read handwritten and typewritten material.
- Ability to handle a variety of repetitive tasks at a moderate level.
- Available to work varied hours (i.e. evenings, weekends) as required, may be on call as needed.
- Ability to handle multiple projects and tasks under deadlines and with short notice.
MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES:
THIS SECTION DESCRIBES THOSE MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES AN EMPLOYEE IN THIS POSITION MUST BE ABLE TO USE.
- Computer.
- Microsoft Office.
- Electronic Medical Records.
- Copy machine.
- Policies, procedures, plans, programs, and manuals.
Mind Body Optimization
740 Cool Springs Blvd
Franklin, TN 37067