The Admissions Advisor - Phone Team serves as the first point of contact for all inbound calls, digital leads, and patient referrals, operating as the front-line engagement function for the organization.
This role is an excellent opportunity for individuals pursuing an early career in sales, particularly those interested in developing inside sales skills within the behavioral health and addiction treatment industry. It is also ideal for candidates with personal or professional experience in mental health or addiction treatment who possess a genuine understanding of the importance of connecting people to the care they need.
The Admissions Advisor is responsible for responding to calls and referrals with urgency and empathy, gathering critical demographic, clinical, and financial information, and guiding prospective clients and families to the next appropriate step - primarily scheduling a biopsychosocial assessment with the Intake/Clinical team.
This position operates at the intersection of customer experience, call center operations, and early-stage admissions conversion. Success in this role requires strong communication skills, emotional intelligence, self-motivation, attention to detail, and performance accountability.
Individuals in this role are expected to consistently demonstrate integrity, curiosity, authenticity, honesty, and compassion in all interactions.
Qualifications:
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At least 18 years of age
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Bachelor’s degree minimum with a degree in marketing, sales, communication or related field
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Interest in pursuing a career in sales
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1–3 years of experience in call center, customer service, sales, or healthcare admissions preferred, or a summer internship in sales or marketing as a minimum requirement
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Demonstrated ability to manage high call volume in a fast-paced environment
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Strong communication, rapport-building, and de-escalation skills
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Proficiency with CRM/EHR systems, call tracking tools, and Microsoft Office
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Ability to accurately collect and document sensitive personal and insurance information
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Understanding of behavioral health or healthcare admissions processes preferred
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Ability to work evenings, weekends, and holidays as needed
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Successful completion of background check and required health screenings
Key Duties & Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Inbound Call Management & Lead Response
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Answer all incoming calls, web leads, and referral communications with urgency, professionalism, and empathy
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Serve as the initial point of contact for prospective clients, families, and referral sources
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Ensure all calls and referrals are responded to in alignment with organizational expectations
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Manage high-volume call queues while maintaining quality and consistency
Client Engagement & Experience
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Establish rapport quickly using active listening, empathy, and professionalism, especially in high-stress situations
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Provide clear and accurate information about programs, levels of care, locations, and next steps
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Demonstrate strong customer service and solution-oriented communication skills
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Represent the organization and brand consistently and professionally
Information Gathering & Intake Support
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Collect and document key information, including:
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Demographics and contact details
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Presenting concerns and basic clinical history
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Referral source information
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Insurance provider and policy details
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Enter all information accurately and timely into CRM/EHR systems
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Maintain detailed call notes to support clinical and admissions follow-up
Assessment Scheduling & Coordination
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Schedule biopsychosocial assessments with Intake/Clinical teams based on availability and urgency
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Coordinate scheduling logistics and confirm appointments with clients and families
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Reschedule missed or canceled assessments and manage assessment calendars as needed
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Communicate urgent or high-acuity cases to appropriate team members for escalation
Insurance & Financial Information Collection
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Collect insurance information and initiate verification workflows per company process
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Educate callers at a high level on insurance process and next steps (not full financial close)
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Ensure all required financial and insurance data is complete prior to handoff
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Ensure all required financial and insurance data is complete, accurate, and submitted in accordance with intake requirements prior to handoff
Referral & Internal Coordination
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Communicate timely and effectively with Intake Clinicians, Business Development, and Business Office teams
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Ensure accurate handoff of qualified leads for further assessment and admission decision-making
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Support prioritization of referrals and follow-up activities
Documentation, Systems & Compliance
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Maintain accurate, real-time documentation in all required systems (CRM, EHR, call tracking)
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Always adhere to HIPAA and confidentiality standards
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Track and log all inbound and outbound activity, call outcomes, and next steps
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Adhere to all communication preferences, opt-out requests, and contact consent requirements in accordance with organizational policy and applicable regulations
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Follow all defined intake, qualification, scheduling, and documentation workflows in accordance with established standard operating procedures
Performance & Productivity Expectations
Performance for this role is evaluated using a defined set of Key Performance Indicators (KPIs), as outlined in the Job Description Addendum: Performance Metrics & KPIs. These metrics establish baseline expectations for productivity, quality, conversion effectiveness, and process execution, and may be updated periodically to reflect operational needs.
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Meet or exceed key performance indicators, including:
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Call and referral response time and availability
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Call quality and documentation accuracy
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Assessments scheduled rate
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Conversion-to-assessment metrics
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Demonstrate accountability for individual performance and continuous improvement
Operational Excellence & Team Collaboration
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Collaborate effectively across departments to remove barriers to scheduling and access to care
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Demonstrate ability to multi-task and prioritize in a fast-paced, high-volume environment
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Participate in training, coaching, and call quality improvement initiatives
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Maintain flexibility to support coverage needs across shifts and peak demand periods
Availability & Responsiveness
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React and respond to the needs of referred clients in a timely manner
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Maintain flexibility in schedule, including evenings, nights, and weekends.
Professional Standards
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Maintain professionalism, integrity, and compassion in all interactions
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Uphold appropriate boundaries and confidentiality standards
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Communicate clearly, respectfully, and effectively with all stakeholders
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Demonstrate cultural competence and respect for diverse populations
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Adhere to company policies, compliance standards, and Code of Conduct
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Perform other duties as assigned
