Position Summary: Admission Coordinator II responds to all inquiries related to treatment at Discovery in a professional manner. To achieve a commitment to care for all qualified inquiries and provide appropriate referrals for those who are not. Essential Job Functions: Professional Demeanor: An Admission Coordinator must possess the ability to maintain a professional demeanor at all times. An Admission Coordinator is generally the first contact with Discovery and must hold to a high standard of communication, behavior, and attitude when communicating with clients and other professionals. Be respectful and courteous in all verbal, written, and face-to-face communications. Possess the knowledge of program and protocols while exuding confidence in such. Maintain confidentiality and integrity of staff, clients, and referrals. Interpersonal Skills: An Admission Coordinator must possess exemplary interpersonal skills to effectively communicate with clients, referrals, and other program staff. Always demonstrate proper and respectful interpersonal communication. Ability to always work as an active team member. Maintain appropriate eye contact when speaking and listening. Sit attentively and participate in meetings/training. Respect the boundaries of others unspoken and spoken. No use of cell phones in meetings unless specific permission is granted. Actively solicit feedback about performance. Demonstrate a willingness to learn and assist those around you. Ability to problem solve from a solution-based place. Communication: An Admission Coordinator must possess excellent communication skills to facilitate a discussion, educate, and convert the client. These skills include: Welcome the caller in an inviting and receptive manner. Introduce oneself and initiate a dialog with the caller. Speak clearly and concisely. Demonstrate active listening skills. Convey authentic empathy and compassion through words and tone of voice. Able to effectively communicate the compelling features of the program. Communicate effectively with program directors, medical doctors, and coworkers. Time Management: An Admission Coordinator II must possess the ability to prioritize their work properly and effectively. An Admission Coordinator II must adhere to the timelines set forth on daily tasks, and special projects assigned to them. Ability to manage daily work within acceptable departmental time frames. Prioritize casework in a manner that serves the highest good of clients and the program. Demonstrate ability to complete Special Projects and meet or exceed time frames. Teamwork: An Admission Coordinator must be a team player and exhibit a supportive team approach to all tasks. The coordinator is an integral part of the program team and must always conduct themselves as such. Apply a team approach to daily work. Communicate effectively with team members. Promptly respond to requests from team members Be open and available to all team members while possessing a positive attitude. Awareness of team members' need for assistance and offering said assistance. Take constructive criticism/feedback offered by the supervisor and team members and apply it. Actively participate in sharing successes with the team. Treat all other program staff as team members sharing a common goal. Organization: An Admission Coordinator is required to possess the ability to organize their workspace, and work product in a manner that promotes efficiency and order. Maintain a neat and orderly workstation. Follow the checklist to ensure all steps to admission have been properly taken. Maintain accurate and up-to-date Salesforce records. Keep all Salesforce active files current and for ready access by co-workers. Keep referral information up to date and in an accessible location. Keep all training information in their Admissions Binder/intranet folder for easy reference. Possess an active and up to calendar of events and tasks readily available. Maintain a sense of urgency in all aspects of the job. Conversion Skills: An Admission Coordinator II understands there are key elements in every conversation that lead a caller toward a Commitment to Care. Mastery of such key elements is termed conversion skills. An Admission Coordinator II must possess refined conversion skills and can teach and demonstrate said skills. Possesses knowledge of steps to achieve a commitment to care. Ability to demonstrate active listening skills. Ability to connect with clients, families, and referral sources through effective rapport building. Effectively discern if a caller meets initial criteria (within 2-3 minutes) for admission. Efficiently refer callers out to network partners if they fail to qualify for a DBH service. Able to understand how to cross-refer prospective patients to other DBH divisions and facilities. Identify and investigate all flags that could disqualify a client. Knowledge and articulation of program features, advantages & benefits. Speak passionately about the program while controlling the flow and direction of the call. Ability to end a qualified or unqualified call with the client who feels we are serving their highest needs and best interests. Technical Skills: An Admission Coordinator is required to perform several key functions and display mastery of Customer Relationship Management (CRM) software, and successful coordination of all required admission paperwork/records/communication in both verbal and written form. The ability to navigate and complete Excel spreadsheets and other shared documents. Documentation: Be proficient in all aspects of Salesforce documentation and tasking. Demonstrate proper documentation skills and follow-up patterns. Accurate and timely daily updates to departments and team members. Proper use of system reports and alerts. Professionally written - correct email/fax/written correspondence utilizing departmental templates Prospect Calls: Answer calls effectively and professionally. Ability to efficiently gather pertinent information in the initial call while inputting in Salesforce. Obtain referral and treatment team information, and document in Salesforce. Gather all insurance info, check Verify TX, and submit a request to the VOB team. Ability to interpret and explain VOB information to prospective patients and their families. Knowledge and articulation of features, the advantages, and benefits of programming. Monitor VOB requests to ensure we get them back promptly. Properly educate families on levels of care and Medical Necessity noting the difference between benefit and authorization. Keep the family engaged in communication and informed of the next steps. Conduct thorough and descriptive pre-admission screenings. Gather medical data/records when required. Gather clinical data and treatment team information. Identify clinical or medical red flags and alert appropriate personnel. Obtain appropriate approvals when indicated (medical, clinical, etc.) Achieve permission/initiate Single Case Agreements (SCA). Confirmation call and an email sent to a family that covers admit time, location, insurance, estimated share of cost, necessary deposit, and next point of contact. Maintain the client status in Salesforce. Core Competencies: Proficient in MS Office applications, which include Outlook, Word, Excel, and PowerPoint. Ability to build and sustain trusting relationships with diverse individuals and groups. Ability to maintain confidentiality of sensitive information and adhering to ethical standards. Actively offering assistance to team members when needed and celebrating team achievements collectively. Ability to establish and maintain cooperative relationships with community-based organizations, patients, families, vendors, and other resources to promote client services, care, education, and advocacy. Knowledge, Education, Experience: High School Diploma or equivalent Professional Office etiquette Excellent computer skills and in particular a high level of proficiency with Microsoft Office (Word, Excel, PowerPoint) Possess strong customer service or Inside sales skills. Minimum of 1-year experience in behavioral healthcare admissions with a proven track record of conversion ability. Physical Demands: The physical demands outlined here represent those that are typically required of an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. While performing the duties of this job, the employee is regularly required to do the following: Engages in sustained power grasping and pushing/pulling motions Exposure to dust, gas, odors, liquids, or fumes Intermittent lifting and carrying up to 40 pounds, transporting object usually by hand, arm, or shoulder Hand/eyecoordination: Performing work using both Working with hands: Seizing, holding, and grasping Able to lift by raising or lowering an object from one level to another The ability to respond quickly to emergency situations, which may involve running or moving rapidly. Frequent standing and walkingfor extended periods, often throughout the entire shift. Potential exposure to infectious diseases, bloodborne pathogens, and hazardous materials, requiring adherence to safety and PPE protocols. Arbitration Agreement: As a condition of employment, all candidates must agree to and sign a pre-employment arbitration agreement. This agreement requires that any disputes arising out of or related to employment with Discovery Practice Management will be resolved through binding arbitration rather than through litigation in court.
Read Full Description