Admissions Navigator

Company Summary

If you are searching for a fulfilling place to develop your career and an opportunity to make a difference in helping others, then keep reading on. Here at AAC, we have a progressive culture; we listen to your ideas, value a work/life balance, invest in education, and we foster trust and respect for all individuals. Our exceptional comp and strong benefits include company matching 401K, medical, dental, vision and life insurance. We are looking for our future leaders, who are not only going to fill the qualifications for this job description, but who are going to exceed expectations. Be a part of a team whose mission is to provide quality, compassionate, and innovative care to adults struggling with addiction and co-occurring mental health disorders. Our purpose and passion are to empower patients, their families, and our communities by helping individuals achieve recovery and optimal wellness of the mind, body, and spirit.

Job Summary:

The Admissions Navigator provides a professional evaluation of AAC services to potential clients and/or family members. This includes taking sales calls, accepting inquiries from individuals referred to American Addiction Centers, explaining services and related costs, conducting telephonic intakes, processing payment and providing guidance on federal regulations. 

Duties and Responsibilities: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Efficiently answer, initiate and handle inquiries from clients and support group members referred to AAC via methods including but not limited to: inbound calls, outbound calls, web inquiries, and online chat inquiries
• Complete admissions process, including but not limited to: explaining services and related costs, conducting telephonic intake screenings to assess the client’s situation, for a client’s treatment
• In the event AAC is not a possibility for a client, refer to the outside, non-AAC resources to orient individuals in the right direction toward recovery
• Deliver the highest quality, customer service standards of care for internal and external clients 
• Effectively follow-up with pending leads, at specified time intervals
• Exercise effective use of soft skills, including but not limited to: active listening, building rapport, voice and paraverbal communication, empathy and motivational interviewing
• Gather insurance benefits from clients, accurately record the information into the Salesforce CRM and submit to the Insurance team for benefit verification
• Conduct over-the-phone intake screenings with clients to determine clinical appropriateness and correct placement for levels of care
• Achieve at minimum 168 qualified annual admissions into an AAC facility
• Effectively communicate and educate on specific features and benefits a facility provides based on the clinical needs of a client
• Expectations for ongoing professional development with a focus on clinical knowledge
• Meet minimum requirements, including but not limited to: monthly admission calls, monthly rescues, and conversion metrics
• Achieves established productivity, quality, and performance standards established by the organization.
• Assist team members with client cases, including but not limited to: follow up calls, documentation, and administrative support
• Attend and participate in team meetings and ongoing training & development opportunities
• Partner with multiple departments to ensure overall achievement in the mission of AAC including but not limited to: Billing, Insurance, Outside Business Development, and Facility staff

Education/Experience:

• High school diploma or equivalent required; an advanced degree at the Associate’s or Bachelor’s level is preferred
• A minimum of one to two years of professional experience in customer service, sales, healthcare, or call center environments
• Proven background managing substantial volumes of telephonic inquiries while adhering to established performance standards
• Demonstrated proficiency in interpersonal communication, active listening, and the development of professional rapport
• Capability to evaluate client requirements, address concerns, and navigate individuals toward treatment with a compassionate approach
• Technical aptitude in utilizing CRM platforms such as Salesforce alongside various concurrent software systems
• Superior organizational capabilities for the precise documentation of client contact and the management of follow-up activities
• Adaptability to a rapid, objective-led workplace with specific individual and collaborative productivity requirements
• Fundamental competence in Google Office tools, including Word, Excel, and Outlook, and general digital literacy
• Prior exposure to behavioral health, substance abuse services, or the insurance verification process is highly advantageous

Other Work Requirements: 

• Prolonged sitting at a desk
• Must be able to lift 15 pounds at a time
• Reliable high-speed home internet service with minimum speeds of 100 Mbps download and 10 Mbps upload.

American Addiction Centers is an equal opportunity employer. American Addiction Centers prohibit employment practices that discriminate against individuals or groups of employees on the basis of age, color disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.