Description:
The Admissions Representative helps coordinate the admission of clients into various Axiom treatment programs by taking inbound calls from and making outbound calls to those who are affected by addiction, their family members, or Axiom’s referral partners. He/she helps determine the best course of action for the affected individual, and if treatment is warranted, facilitate their entry into an Axiom program, coordinating with facility staff.
This position is primarily based in the office at Axiom Care. Admissions Representatives are expected to work on-site during the initial training period and while establishing performance standards. Limited remote work opportunities may be considered after successful completion of training and at least 90 days of employment, based on performance and departmental needs. Representatives must also be available for occasional in-person meetings, trainings, and community or marketing events throughout the Phoenix metro area.
Bilingual (English - Spanish - Navajo) a plus
Full-time - non-exempt
Monday - Friday 12:00PM - 8:00PM
Responsibilities:
- Answer all inbound calls promptly.
- Compassionately assess caller’s situation and need for treatment.
- Verify insurance benefits – help coach prospective client or their families through AHCCCS enrollment if needed.
- Utilize independent judgement to determine whether callers are willing and able to attend treatment and are a fit for an Axiom Care program. Refer to a local partner facility if necessary.
- Log all relevant call and referral information.
- Follow-up with previous callers and referral sources whenever possible.
- Build and maintain strong working relationship with company stakeholders and referral sources.
- Create initial medical record for incoming clients.
- Coordinate all intakes with facility managers to ensure a seamless entry into treatment.
- Participate in marketing and outreach programs events designed to help educate those in the community about the services Axiom offers including but not limited to conferences, trade shows, visits to referral partners, etc.
- Assist in crisis situations and provide interventions based on training and experience when necessary
- Work closely with colleagues and other departments to maintain knowledge about current program offerings and availability
- Participate in team meetings, handling correspondence, sharing meeting responsibilities, responding to routine requests, and assisting with the collaboration of professional learning and professional development.
- Other duties as assigned or necessary to support the program and/or Axiom Care as assigned by management.
Who is Axiom Care?
Founded in 2012, Axiom Care is a Phoenix-based behavioral health organization that aims to ensure every Arizonan has access to compassionate, effective substance use treatment. With facilities in Maricopa and Pinal Counties, we offer comprehensive services including 24/7 observation, inpatient detoxification, residential treatment, outpatient treatment, and recovery housing with a focus on underserved populations.
Beyond our full-continuum community programs, we proudly operate specialty programs for the justice-involved (in partnership with ADCRR), for members of the Navajo Nation (in partnership with the Navajo Department of Health), and for Veterans (co-located on the Victory Place campus).
Together, we’re building a future where compassionate care is accessible to all – come be a part of it!
What we offer
- Medical, Dental, and Vision
- 401(k) with up to 3.5% match
- Paid time off (PTO), paid sick time, and paid holidays
- Tuition Reimbursement
- Reimbursement for CMEs
- Free criminal record clearance for eligible justice-impacted staff through a partnership with Rasa Legal
- Employee Assistance Program (EAP)
- Voluntary benefits including group term life, voluntary term life, AD&D, short term disability, and accident coverage
Navajo Nation Preference:
- Preference is given to qualified Navajo Nation and/or Native American Applicants in accordance with the Title 15 N.N.C. Chapter 7.
Requirements:
Required Skills:
- Ability to maintain unwavering compassion and empathy over the phone is a must.
- Proficiency with Microsoft Office (Word, Excel, Outlook) required.
- Ability to multitask, work well under pressure, and turn on a dime, as necessary.
- Motivated, passionate hard-worker, and self-starter.
- Ability to read and interpret written information; write clearly and informatively.
- Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; and participates in meetings.
- Excellent computer-based and telephonic skills.
- Exceptional customer service skills.
- Ability to strategize, persuade and negotiate.
- Strong goal setting skills and goal achievement history.
- Ability to multi-task and successfully prioritize workload.
- Excellent problem solving and decision-making skills.
Education/Experience:
- At least one year personal or professional experience in substance abuse treatment and recovery preferred.
- At least one year in customer service or sales preferred.
- High School Diploma or GED preferred.
- Bilingual (English - Spanish - Navajo) a plus
Required Competencies:
- Building Trust - Interact with others in a way that gives them confidence in one’s motives and representations and those of the organization. Is seen as direct and truthful; keeps confidences, promises, and commitments.
- Decision Making/Problem Solving - Breaks down problems into components and recognizes interrelationships; makes sound, well-informed, and objective decisions. Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.
- Planning/Organizing - Organizes work, sets priorities, and determines resources requirements; determines necessary sequence of activities needed to achieve goals.
- Interpersonal Communication - The ability to establish rapport quickly and communicate effectively with consumers of healthcare, their family members, and other providers.
- Screening/Assessment - The ability to conduct brief, evidence-based and developmentally appropriate screening and to conduct or arrange for more detailed assessments when indicated.
- Knowledge of Company Stakeholders – Basic understanding of relationships with company stakeholders (Arizona Department of Corrections, Maricopa County Adult Probation, A New Leaf, etc.) Basic understanding of relationships with local hospitals/detox centers/Community Bridges etc.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
