Admissions Navigator

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.

Reports to: Regional Manager - Admissions OR Admissions Director

Hours: 11am - 8pm

Job Duties:

• 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, customer service standards of care and productivity 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, 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
• 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
• Ability to work and achieve individual, team, and call center goals
• 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
• Adhere to American Addiction Centers admission guidelines, federal regulations, and company policies and procedures

Job Requirements:

• College education (BA, BS) preferred (Business/Marketing/Sales/Healthcare/Communication).
• Two years’ experience working in call center environment, inbound and outbound sales calls or 2-3 years of equivalent experience in a complex healthcare/sales/customer service environment is required.
• Equivalent experience includes one or all of the following: use of a CRM system (preferably Salesforce), Call Center phone queue experience, direct customer 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.
• 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. 

AAC is committed to principles of equal opportunities for all employees.  The Company will provide reasonable accommodations that are necessary to comply with State and Federal disability discrimination laws.