What are the responsibilities and job description for the Admissions Specialist Call Center position at Promises Behavioral Health, LLC?
Position Summary
The Admissions Specialist consults with potential clients to assess and provide recommendations for the appropriate program and/or facility to recommend for treatment, based on the client’s clinical presentation and needs. The Specialists facilitate tracking and documenting the disposition of potential clients from initial call, verification of benefits, pre-admissions assessment, and hand-off to facility, up to and including admission.
Primary Duties and Responsibilities
- Provides consultative support for admission inquiries, including pre-admissions assessment and answering pre-admissions/general intake questions from potential clients or their referral sources.
- Initiates Verification of Benefits, and discusses insurance coverage and potential out-of-pocket costs with potential clients or the Financially Responsible Party.
- Assesses the acuity and needs of potential patients and makes treatment recommendations based on clinical presentation and appropriate clinical fit for programs.
- Facilitates effective telephone presentations to prospective clients, clearly communicating the Promises Behavioral Health advantage.
- Identifies qualified prospective clients and develops loyal customer relationships.
- Generating and following-up on self-developed leads through intensive research as well as both inbound and outbound calling & follow-up.
- With appropriate leadership approval, works external business development leads in correlation with the “Referral Rollover Process”.
- Provides treatment recommendations within the Promises network of treatment centers.
- Provides outbound referrals based on presenting issues to established referral sources or other behavioral healthcare providers.
- Assists with client retention by supporting current clients as requested.
- Expectation of meeting an individual admissions quota per month based on quarterly goal setting with leadership and/or meeting and/or exceeding the Admissions Specialist average.
- Tracks and documents the disposition of potential clients from initial call, handoff to facility, up to and including admission.
- Researches and expands knowledge of addiction and treatment programs and facilities to provide relevant and useful information to prospective clients.
- Maintains a professional, “clinical-style” approach when working with potential clients.
- Must be able to work and be comfortable in a high pace, high stress, and/or high volume work environment.
- Follows all applicable policies and procedures for Admissions Center.
- Designs and executes strategies for meeting or exceeding all performance goals on a consistent basis.
- Shares techniques and strategies to execute proactive outbound calls, lead generation, qualifying, overcoming objections, etc. with peers.
- Supports team admissions and achievement of department and company assigned census goals.
Supervisory Responsibilities
- N/A
Job Qualifications and Requirements
Education:
- High School Diploma or GED required.
Experience:
- Sales and/or marketing experience are a plus.
Knowledge/Skills/Abilities:
- Must have availability to work a flexible schedule to meet the demands of the business; this includes evenings, weekends, and holidays.
- Must understand that documented schedules are subject to change at any time due to demands of the business needs. Leadership will address any necessary schedule changes with team members with at least 2 weeks advance notice of their change in schedule.
- Strong understanding of addiction, commonly abused substances and their classification, as well as an understanding of codependency, dual diagnosis and psychiatric conditions.
- Ability to effectively communicate the benefits of residential treatment.
- Willingness to assess and discuss client’s ability to privately pay for treatment.
- Excellent follow up skills and the ability to stay in contact with multiple clients at a time.
- Must be able to multi-task and work well with a team.
- Ability to work effectively in a fast paced environment while maintaining dedication to customer service.
- Knowledge of managed care and insurance as it relates to mental health benefits is a plus.
- Knowledge of Salesforce CRM is a plus.