Client Support Specialist (Admissions Call Center)

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 Client Support Specialist (Admissions Call Center) provides support to AAC clients, the Admissions Teams, Facility Teams and  other departments as needed to ensure client experience is representative of the AAC brand.

Duties and Responsibilities: to include but not limited to the following: 

• Efficiently answer, initiate and handle various customer service/client support inquiries that are funneled to AAC methods including but not limited to: inbound calls and emails
• Deliver the highest quality, customer service standards of care and productivity for internal and external clients and facility staff
• Communicate with Navigators, Managers, and other departments regarding client inquiries, concerns and outstanding information needed.
• Collect payments over the phone from clients, client’s family, or others providing support to clients.
• Use Salesforce (CMS) to update client accounts.
• Must provide excellent customer service while communicating over the phone with client, client’s family, or others providing support to clients.
• Relieve management of administrative tasks as needed.
• Responsible for maintaining the confidentiality of patient and sales records.
• Ability to work in a team environment.
• Partner with multiple departments to ensure overall achievement in the mission of AAC including but not limited to: Management, Billing, Insurance, Outside Business Development, and Facility staff
• Attend and participate in team meetings and ongoing training & development opportunities
• Adhere to American Addiction Centers admission guidelines, federal regulations, and company policies and procedures
• Other Job Duties – As Assigned

Education/Experience:

• High School Diploma, required.
• Bachelor’s Degree preferred but not required or must have 2 years of relevant experience
• 1 year experience within a customer service oriented environment
• 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
• Utilizes excellent computer skills, especially Microsoft Office, SalesForce and other technology and software as assigned.
• Maintains a high level of reliability, dedication and initiative.
• Follows all policies and procedures as outlined by the company and/or governmental regulations and according to HIPPA regulations.
• Maintains a working knowledge of our services, rules and policies, and works to ensure the compliance with the stated parameters.

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.