Admissions Coordinator

Job Description

Job Description

Position Summary

We are seeking a compassionate, organized, and service-oriented Admissions Coordinator to join our behavioral healthcare team. As the first point of contact for prospective clients, families, referral sources, and healthcare professionals, the Admissions Coordinator plays a critical role in helping individuals access life-changing treatment.

The ideal candidate possesses excellent communication skills, strong attention to detail, and the ability to guide prospective clients through the admissions process with empathy, professionalism, and urgency. This position requires collaboration with clinical, medical, and business development teams to ensure a seamless transition from initial inquiry through admission.

Key Responsibilities

• Respond promptly to incoming calls, web inquiries, and referral requests from prospective clients, family members, healthcare providers, and referral partners.
• Conduct initial screenings to determine clinical appropriateness based on established admission criteria.
• Explain available treatment programs, levels of care, insurance processes, and admissions procedures.
• Coordinate insurance verification and obtain any necessary pre-authorizations in collaboration with utilization review and billing teams.
• Gather and accurately document demographic, medical, psychiatric, and substance use history within the electronic medical record (EMR) and Customer Relationship Management (CRM) system.
• Accurately manage and maintain lead activity, follow-up tasks, call notes, referral tracking, and admissions pipeline within the organization's CRM.
• Schedule admissions and coordinate transportation when appropriate.
• Maintain consistent communication with referral sources, families, and internal departments throughout the admissions process.
• Collaborate closely with nursing, clinical, medical, business development, and operations teams to ensure smooth client admissions.
• Maintain accurate documentation and ensure compliance with HIPAA, state, and federal regulations.
• Meet established response time, conversion, and admission goals while maintaining exceptional customer service.
• Participate in weekend, evening, or holiday coverage as needed.

Qualifications

Required

• High school diploma or GED required.
• Minimum of 2 years of admissions, intake, healthcare customer service, or related experience.
• Experience using Customer Relationship Management (CRM) platforms to manage leads, referrals, follow-up activities, and reporting.
• Working knowledge of CRM systems such as Salesforce, Kipu CRM, HubSpot, Zoho CRM, or similar platforms.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Proficiency with electronic medical records (EMR) and Microsoft Office.
• Ability to work in a fast-paced environment while maintaining empathy and professionalism.
• Knowledge of HIPAA and confidentiality requirements.

Preferred

• Experience within substance use disorder, behavioral health, or mental health treatment.
• Knowledge of commercial insurance verification and authorization processes.
• Experience using Kipu EMR, Kipu CRM, BestNotes, Salesforce, or similar behavioral healthcare software.
• Bachelor's degree in Behavioral Health, Healthcare Administration, Psychology, Social Work, or a related field.
• Bilingual (English/Spanish) is a plus.

Desired Skills

• Exceptional interpersonal and active listening skills.
• Strong phone presence and customer service orientation.
• Ability to build rapport with individuals in crisis.
• Strong CRM discipline with the ability to maintain accurate pipelines, document interactions, and manage follow-up activities.
• Detail-oriented with excellent documentation skills.
• Ability to prioritize multiple tasks simultaneously.
• Team player with a positive and professional attitude.