Position Summary
The Admissions Coordinator serves as the first point of contact for individuals and families seeking treatment. This role is responsible for providing compassionate, timely, and accurate support throughout the admissions process—from initial inquiry to intake. The Admissions Coordinator ensures that all clinical, financial, and operational requirements are met while delivering an exceptional customer experience that supports clients in beginning their recovery journey.
Key Responsibilities1. Inquiry Management & Customer Service
· Respond immediately to all inbound calls, web inquiries, referral messages, and live chat requests.
· Demonstrate empathy, active listening, and professionalism with every interaction.
· Provide program information, level-of-care understanding, insurance guidance, and answer all questions to support client conversion.
· Follow up promptly on missed calls, pending inquiries, and warm transfers.
· Track call volume trends and communicate insights and concerns to Admissions Leadership.
2. Admissions & Intake Coordination
· Manage the full admissions workflow from first call to physical arrival.
· Conduct pre-screen assessments and gather demographic, clinical, and financial information.
· Schedule admission dates/times and coordinate seamlessly with nursing, clinical, and operations teams.
· Give tours (virtual or onsite) to potential clients, parents, referral partners, or community visitors.
· Ensure financial agreements, treatment consents, HIPAA forms, and all required documentation are signed prior to admission.
3. Insurance Verification & Financial Coordination
· Run VOBs (Verification of Benefits) accurately and efficiently for all incoming inquiries.
· Coordinate with internal billing teams to review coverage, deductibles, copays, and estimated out-of-pocket costs.
· Communicate financial expectations clearly to clients and families before admission.
· Upload all VOBs, financial consents, and verification documents into the EHR/RCM system.
· Collaborate with Utilization Review and Billing to resolve insurance issues as needed.
· Ensure weekly that all active clients’ insurance policies remain active and have not been terminated.
· If a policy shows as terminated or inactive, promptly contact the client/family to resolve the issue, obtain updated insurance, or determine next steps.
· Document all coverage updates and communication in the EHR in real time.
4. EHR/RCM Data Entry & Compliance
· Enter all demographic, insurance, referral, and financial information into the EHR/RCM system with 100% accuracy.
· Maintain up-to-date and compliant admissions documentation in accordance with TAC 448 and internal policy.
· Ensure all required forms, signatures, and intake documents are completed before admission is finalized.
5. Transportation, Logistics & Scheduling
· Coordinate rides, flights, Uber/Lyft bookings, or facility transportation for incoming clients as needed.
· Confirm arrival times with families, clients, drivers, and nursing staff.
· Document all travel details in the EHR and communicate updates to leadership and nursing.
6. Team Collaboration & Cross-Training
· Work collaboratively with clinical, operational, medical, and UR teams to ensure smooth admissions flow.
· Train new admissions coordinators or temporary support staff as assigned by leadership.
· Provide ongoing feedback to improve scripts, workflows, and conversion strategies.
7. Performance & Conversion Responsibilities
· Maintain high conversion ratios by responding quickly, building rapport, and overcoming barriers to admission.
· Monitor call outcomes and escalate concerns or trends to the Director of Admissions.
· Support marketing and business development with accurate referral tracking and real-time updates.
Required Skills & Qualifications
· Prior experience in an admissions, intake, call center, customer service, or healthcare support role.
· Experience in behavioral health, mental health, or substance use treatment preferred.
· Strong understanding of insurance terminology (VOB, copay, deductible, OOP, OON, etc.).
· Excellent verbal and written communication skills.
· Strong multitasking, time management, and organizational abilities.
· High emotional intelligence with the ability to remain calm during crisis calls.
· Proficiency with EHR/RCM systems (Lightning Step, Kipu, WellSky, or similar).
· Ability to work weekends, evenings, or on-call shifts as needed.
Core Competencies
· Empathy & Compassion – Ability to support people in crisis without judgment.
· Attention to Detail – Ensures accuracy in documentation, financial forms, and insurance.
· Responsiveness – Immediate follow-up on calls and messages.
· Professionalism – Maintains confidentiality and adheres to HIPAA/TAC standards.
· Teamwork – Works closely with all departments to ensure seamless admissions.
· Client Conversion – Demonstrates strong persuasive communication and rapport-building skills.
Physical Requirements
· Ability to sit, type, and talk on the phone for extended periods.
· Ability to conduct onsite tours which may involve walking across the campus.
Reports To:
Director of Admissions / CEO / Program Director (depending on internal structure)
Job Type: Full-time
Pay: From $15.00 per hour
Application Question(s):
- What is your availability to work on weekends?
- Are you available to work from 2pm-10pm during the week?
Experience:
- Substance Abuse Recovery: 1 year (Required)
Work Location: In person
