Admissions Navigator / Intake Specialist

American Addiction Centers seek talented individuals who want to apply their passion to helping others overcome addiction and maintain a life of sobriety.  As an Admissions Navigator in our call center, you will work in a fast-paced environment providing support and confidence to our clients as they take that first step down the road to recovery.  As you complete their telephone intake you will match their clinical needs with one of our Treatment facilities.  Our mission is to provide quality, compassionate and innovative care to adults struggling with addiction and co-occurring mental health disorders.  If you want to make a difference in someone’s life by helping them overcome addiction, then we want you to join our team! If you are or have been a Mobile Assessor, Crisis Counselor, Alcohol and Drug Counselor or have other clinical experience, we want to talk with you about how your talents and skills can apply in an important way at AAC.  At American Addiction Centers, we take pride in our role as a national leader in helping people access addiction treatment. Together, we share a vision to revolutionize the care provided to the 20+ million adult Americans who need treatment for substance related disorders.  

About Us

Why AAC

Reports to:   Admissions Center Manager        

• 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, and processing payments 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, standards of care and productivity for internal and external clients
• Effectively follow-up with pending clients, at specified time intervals
• Exercise effective use of soft skills, including but not limited to: active listening, questioning techniques, building rapport, voice and para-verbal 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
• Effectively communicate and educate on specific features and benefits a facility provides based on the clinical needs of a client
• Meet or Exceed expectations for ongoing professional development with a focus on clinical knowledge
• Meet or Exceed individual KPI’s
• 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: Insurance, Outside Business Development, and Facility staff
• Adhere to American Addiction Centers admission guidelines, federal regulations, and company policies and procedures

• College education (BA, BS) preferred
• Two years’ experience working in call center environment, inbound and outbound sales calls or 2-3 years of equivalent experience in a complex healthcare / Hospital Admissions / sales / customer service environment is required
• Equivalent experience includes one at least one of the following: use of a CRM system (preferably Salesforce), Call Center phone queue experience, direct client contact via phone or face-to-face, etc.
• Computer proficiency: strong keyboarding skills and the ability to multi-task (type and talk) is required
• Strong healthcare / behavioral health (i.e. psychology, nursing, social work, etc.) knowledge and skills preferred, Drug and Alcohol Counselors or Mobile Assessors a plus
• Ability to read and interpret written information; write clearly and informatively; ability to speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrable group presentation and customer service skills
• Strong goal achievement history with the ability to strategize, persuade, overcome objections and negotiate in a fast pace environment
• Ability to multi-task and achieve metric goals at a high level with or without direct supervision
• Passion to play an integral role in the over-arching success of the mission of AAC.
• Excellent problem solving and decision-making skills
• If in personal recovery, a minimum of 2 years clean and sober