Practice Manager​/Intake Coordinator

Please only apply if you have working knowledge of psychology services AND practice management.

Old Town Psychology (OTP) is a family-owned, clinician-led psychology practice located on King Street in Alexandria, VA. We provide exceptional, evidence-based in-person psychotherapy and comprehensive neuropsychological assessment for children, adolescents, and adults across the DMV region and via telehealth in over 40 states.

Our culture is collaborative, innovative, and deeply human-centered. We value clinical excellence, clear communication, and a welcoming experience from the first contact to the final follow-up.

Reporting directly to Clinical Leadership, the Practice Manager / Patient Care Coordinator is the operational anchor of the client experience  will lead and execute the intake function (inquiries, waitlist, scheduling, outreach) while also ensuring the practice runs smoothly behind the scenes.

This role is ideal for a business-minded, people-centered professional who understands mental health services, brings maturity and accountability, and enjoys building systems that make exceptional care possible.

• Serve as a primary point of contact for prospective clients: respond to inquiries promptly and guide families toward the right service with warmth and professionalism.
• Conduct and/or oversee structured intake calls; gather the right information for accurate triage and efficient scheduling.
• Explain OTP’s services and processes clearly: psychotherapy, parent coaching, and neuropsychological or psychological assessment (intake interview, testing sessions, feedback, written report).
• Own the waitlist and availability strategy: maintain accurate lists, set expectations, and proactively fill openings to optimize clinician schedules without compromising fit.
• Coordinate scheduling across multiple clinicians and service lines, including assessment testing blocks and feedback sessions.
• Ensure intake documentation is complete and organized: consents, privacy practices, financial policies, questionnaires, releases of information, and record requests.
• Provide compassionate handoffs and service recovery when needed (e.g., rescheduling, clarifying next steps, addressing concerns).
• Maintain a curated network of community referral resources for cases that are not an OTP fit or require a different level of care.

• Develop, document, and continuously improve intake and scheduling workflows to reduce friction for clients and clinicians.
• Supervise and coach intake support staff (e.g., Intake Coordinator), set clear standards, and ensure consistent coverage and quality.
• Maintain HIPAA-forward operations: protect PHI, use secure communication practices, and support ongoing staff training and compliance habits.
• Maintain vendor relationships and contracts; ensure vendors handling PHI have appropriate Business Associate Agreements (BAAs) in place when required.
• Maintain provider and practice administrative records (licenses, credentials, required documentation, internal training records).
• Support hiring and onboarding: participate in screening, coordinate interviews, and help new team members ramp quickly into OTP standards and systems.
• Coordinate office operations: supplies, equipment, workspace readiness, and day-to-day logistics that support a calm clinical environment.
• Support community engagement and growth: cultivate referral relationships, coordinate outreach initiatives, assist with events, and collaborate on practice content (e.g., website updates, blogs, resources).
• Track and report key operational metrics (e.g., inquiry response time, conversion rate, wait times, cancellations/no-shows, utilization) and meet regularly with leadership to review performance and priorities.
• Partner with leadership on special projects (process redesign, new tools, patient experience initiatives) that keep OTP innovative and organized.

We are looking for a grounded, high-EQ operator: someone who can set and hold a warm tone with families, and who can also build…