Acadia Healthcare Admissions Coordinator in Tucson, Arizona

The Admissions Coordinator is responsible for generating admissions at a 100+ bed inpatient residential treatment facility for behavioral healthcare needs. In this role, the Admissions Coordinator will handle client inquiry calls with the goal of assessing client needs and fit with Sierra Tucson and converting inquiries to admissions. The Admissions Coordinator is also responsible for ensuring a smooth, efficient intake process for new patients, working in collaboration with outside referents, field marketers and facility staff (e.g. clinical staff, UR, business office).

HIRING FOR A FULLTIME ADMISSIONS COORDINATOR WHO CAN WORK WEEKENDS 10:30AM-7:00PM

The Admissions Coordinator is accountable for:

  • Effectively handling inquiry calls, web forms and converting inquiries to admissions

  • Meeting or exceeding individual and team admissions goals, including number of admissions, conversion rate, average daily census and client satisfaction.

  • Contributing to the development of an effective, high-performing admissions team.

  • Building and maintaining relationships with key stakeholders within and outside the intake department including facility management and staff, marketers, and referents.

  • Ensuring sound financial arrangements with clients.

  • Participating in initiatives to improve intake capabilities and practices.

Essential Responsibilities:

Generate admissions – Handle client inquiry calls and convert inquiries to admissions.

  • Use empathy and active listening skills to build trust and identify client issues and treatment needs

  • Assess initial clinical and financial fit and efficiently qualify/disqualify the inquiry

  • Anticipate and overcome objections and resistance by identifying signs of client indecision or refusal to enter a program

  • Clearly explain program features and benefits, including medical, therapeutic and financial components

  • Conduct efficient, detailed pre-admissions screening assessments, while ensuring proper boundaries are maintained

  • Assess client financial resources and options, and negotiate financial agreements, in consultation with the Intake Director

  • Gather financial and insurance information, and clearly explain financial requirements and options, including how insurance works, authorization of benefits and medical necessity

  • Ensure inquiry calls are worked to the close with a constant sense of urgency, including timely, strategic follow-up and connections (e.g. early involvement of therapist, alumni, interventionist)

  • Schedule and coordinate the admissions, including arrangement of transportation, ensuring patient arrives as planned, troubleshoot and overcome issues that might prevent patient from showing up for treatment

  • Use knowledge of clients’ needs and CRC Health’s broad program offerings to recommend and hand-off to any facility that can provide the appropriate treatment

  • Clearly and concisely complete inquiry forms and notes

  • Call health insurance companies to check benefit information, as needed

  • Be part of an on-call rotation to provide afterhours intake coverage.

Develop internal and external relationships to drive admissions – Educate stakeholders and build internal and external relationships to drive inquiries and admissions.

  • Maintain close, effective relationships with the field marketers and referents to improve the chances of converting inquires, and to increase the chances that referents will refer more clients in the future

  • Develop effective working relationships with all departments (especially marketing, business office, UR, clinical team) to ensure sound admissions and financial decisions and a smooth intake process.

Improve processes and capabilities – Participate in initiatives to improve admissions capabilities and define standards and best practices.

  • Regularly analyze inquiry activity, including closed inquiries, to identify opportunities to improve personal and team performance (e.g. call handling and sales techniques, workflow improvements)

  • Participate in process improvement projects, as requested

Background & Qualifications:

Essential Qualities & Personal Characteristics

The essential qualities required for this position are:

  • A strong work ethic and high energy level

  • Goal and outcome oriented with an intense drive to succeed

  • Highly organized and able to prioritize multiple tasks when things get busy

  • Able to work well under pressure in highly demanding and intense situations; comfortable working in crisis situations

  • Attention to providing high quality, high-end customer service

  • Mature and able to communicate clearly and effectively with clinical professionals, challenging clients who are often in compromised states of mental health, and internal staff

  • Personable and able to empathize with others

  • Able to maintain boundaries

Experience

  • Prior admissions/intake experience, or sales experience in another field

  • A strong clinical background in the field of chemical dependency and/or behavioral health a plus

  • Experience with Utilization Review a plus

Education

  • Bachelor Degree and/or Licensed Mental Health Professional

Highly motivated and enthusiastic candidates with personal experience in recovery or experience working in a treatment setting will be considered in lieu of formal education in the field.

Competencies

(See attached competences for detail)

Relationship Development – Engages callers and builds relationships using an adaptive communication style based on the needs and demeanor of the caller.

Sales Effectiveness – Combines personal drive with selling principles and tools to convert inquiries to admissions.

Time & Call Management – Handles inquiry calls efficiently and in a way that enables effective team work and collaboration throughout the intake process and beyond.

Behavioral Health & Program Knowledge – Assimilates, applies and continuously upgrades knowledge of Acadia programs, products and addiction and behavioral health issues.

Teamwork & Professionalism – Handles herself/himself in a positive, professional manner when interacting with internal and external customers, staff, peers and superiors.

Financial Counseling & Insurance – Has solid understanding of financial principles and insurance reimbursement practices and applies this information in daily practice.

Content/Technical Knowledge

  • Familiarity/experience with sales processes, techniques and tools

  • Familiarity with behavioral health issues and services

  • Solid understanding of financial principles and insurance reimbursement practices

  • Knowledge and proficiency with MS Office applications; experience with CRM applications is plus

Position Summary:

The Admissions Coordinator is responsible for generating admissions at a 100+ bed inpatient and residential treatment facility for behavioral healthcare needs. In this role, the Admissions Coordinator will handle client inquiry calls with the goal of assessing client needs and fit with Sierra Tucson and converting inquiries to admissions. The Admissions Coordinator is also responsible for ensuring a smooth and efficient intake process for new patients, while working in collaboration with outside referents, field marketers and facility staff (e.g. clinical staff, UR, business office).

The Admissions Coordinator is accountable for:

  • Effectively handling inquiry calls, web forms and converting inquiries to admissions

  • Meeting or exceeding individual and team admissions goals, including number of admissions, conversion rate, average daily census and client satisfaction.

  • Contributing to the development of an effective, high-performing admissions team.

  • Building and maintaining relationships with key stakeholders within and outside the admissions department including facility management and staff, marketers, and referents.

  • Ensuring sound financial arrangements with clients.

  • Participating in initiatives to improve admissions capabilities and practices.

Essential Responsibilities:

Generate admissions – Handle client inquiry calls and convert inquiries to admissions.

  • Use empathy and active listening skills to build trust and identify client issues and treatment needs

  • Assess initial clinical and financial fit and efficiently qualify/disqualify the inquiry

  • Anticipate and overcome objections and resistance by identifying signs of client indecision or refusal to enter a program

  • Clearly explain program features and benefits, including medical, therapeutic and financial components

  • Conduct efficient, detailed pre-admissions screening assessments, while ensuring proper boundaries are maintained

  • Assess client financial resources and options, and negotiate financial agreements, in consultation with the Admissions Director

  • Gather financial and insurance information, and clearly explain financial requirements and options, including how insurance works, authorization of benefits, and medical necessity

  • Ensure inquiry calls are worked to the close with a constant sense of urgency, including timely, strategic follow-up and connections (e.g. early involvement of therapist, alumni, interventionist)

  • Schedule and coordinate the admissions, including arrangement of transportation, ensuring patient arrives as planned, troubleshoot and overcome issues that might prevent patient from showing up for treatment

  • Use knowledge of clients’ needs and Acadia Healthcare’s broad program offerings to recommend and hand-off to any facility that can provide the appropriate treatment

  • Clearly and concisely complete inquiry forms and notes

  • Call health insurance companies to check benefit information, as needed

  • Be part of an on-call rotation to provide afterhours intake coverage.

Develop internal and external relationships to drive admissions – Educate stakeholders and build internal and external relationships to drive inquiries and admissions.

  • Maintain close, effective relationships with the field marketers and referents to improve the chances of converting inquires and to increase the chances that referents will refer more clients in the future

  • Develop effective working relationships with all departments (especially marketing, business office, UR, clinical team) to ensure sound admissions and financial decisions and a smooth intake process.

Improve processes and capabilities – Participate in initiatives to improve admissions capabilities and define standards and best practices.

  • Regularly analyze inquiry activity, including closed inquiries, to identify opportunities to improve personal and team performance (e.g. call handling and sales techniques, workflow improvements)

  • Participate in process improvement projects, as requested

Background & Qualifications:

Essential Qualities & Personal Characteristics

The essential qualities required for this position are:

  • A strong work ethic and high energy level

  • Goal and outcome oriented with an intense drive to succeed

  • Highly organized and able to prioritize multiple tasks when things get busy

  • Able to work well under pressure in highly demanding and intense situations; comfortable working in crisis situations

  • Attention to providing high quality, high-end customer service

  • Mature and able to communicate clearly and effectively with clinical professionals, challenging clients who are often in compromised states of mental health, and internal staff

  • Personable and able to empathize with others

  • Able to maintain boundaries

Experience

  • Sales or customer service experience

  • Prior admissions/intake experience perferred

  • A background in the field of chemical dependency and/or behavioral health a plus

  • Experience with Utilization Review a plus

Education

  • Bachelor’s Degree

Competencies

(See attached competences for detail)

Relationship Development – Engages callers and builds relationships using an adaptive communication style based on the needs and demeanor of the caller.

Sales Effectiveness – Combines personal drive with selling principles and tools to convert inquiries to admissions.

Time & Call Management – Handles inquiry calls efficiently and in a way that enables effective team work and collaboration throughout the intake process and beyond.

Behavioral Health & Program Knowledge – Assimilates, applies and continuously upgrades knowledge of Acadia programs, products and addiction and behavioral health issues.

Teamwork & Professionalism – Handles herself/himself in a positive, professional manner when interacting with internal and external customers, staff, peers and superiors.

Financial Counseling & Insurance – Has solid understanding of financial principles and insurance reimbursement practices and applies this information in daily practice.

Content/Technical Knowledge

  • Familiarity/experience with sales processes, techniques and tools

  • Familiarity with behavioral health issues and services

  • Solid understanding of financial principles and insurance reimbursement practices

  • Knowledge and proficiency with MS Office applications; experience with CRM applications is plus

Certifications

None required.

Licenses

None

ADA/ Essential Functions:

X WALKING X FINGERING, HANDLING X GRASPING X PROLONGED STANDING OR SITTING X EYE-HAND COORDINATION: DEXTERITY REQUIRED X VISION REQUIREMENTS X PHYSICAL COORDINATION

WORK SITUATIONS

x WORKING ALONE x WORKING AS PART OF A GROUP x WORKING WITH THE PUBLIC x STRESS OF MEETING FREQUENT DEADLINES x PERFORMING A VARIETY OF DUTIES

COMMUNICATION SKILLS

x WRITING x SPEAKING x HEARING x READING x RECEIVING INSTRUCTIONS x GIVING INSTRUCTIONS