Admission Specialist

Job Summary

The Admissions Specialist is responsible for responding to inbound calls, web submissions, text messages and assisting with all inquiries. This position is also responsible for helping prospective patients navigate the beginning stages of their treatment process. The Admissions Specialist will work directly with patients, families, and professionals to facilitate the patient’s admission, including documentation.

Role and Responsibilities

• Answers inquiry calls efficiently and courteously.
• Appropriately documents all calls, texts, emails, web forms, etc.
• Coordinates and schedules prospective patient’s admissions.
• Interviews “walk-ins” to establish viability for services.
• Assists with client referrals to outside agencies by obtaining referrals from the Business Development team, as needed.
• Coordinates communications and admission activities between medical staff, nursing staff, billing and any other units that have a vested interest in the admission.
• Develops financial packages and agreements for the new client, as needed.
• Maintains and updates lead database to ensure quality lead follow ups.
• Maintains a waitlist for potential patients, as needed.
• Performs intakes with medical staff which include obtaining breathalyzers, urine screens, and going over information about treatment options, insurance, and general program information.
• Ensures patients understand the admissions process.
• Ensures all intake workflow is followed and that all documents required for treatment and billing are signed by the client at intake (i.e., consent to treat, release of information, etc.) and ensures that client medical records and intake paperwork is uploaded and documented within the client’s Electronic Medical Record (EMR) profile timely.
• Understands and complies with HIPAA laws and regulations.
• Collaborates with billing department to request a Verification of Benefits (VOB).
• Communicates the information provided by VOB to patients/families and other staff members who have a need to know.
• Works with the Marketing Department on admissions efforts and provides data, as needed.
• Facilitates coordination of benefits, as needed.
• Provides timely communication and serves as an informational resource for patients and their families.
• Works efficiently with clinical and medical team to secure admits and maintain admission protocol.
• Communicates and tracks patient LOC changes.
• Provides mentoring with other admissions staff members, including but not limited to, “on call” or after hour admissions staff needs.
• Follows up as needed and ensures consistent communication is being maintained with appropriate staff regarding leads being worked on.
• Initiates requests for Single Case Agreements and provides necessary patient information for establishing care.
• Participates in staff development and training, including staff meetings, in-service trainings and annual trainings required by Sanford Behavioral Health on a timely basis.
• Adheres to the established Code of Ethics, Standards of Practice, Person Centered Philosophy and employee handbook.
• Possess a positive attitude to enhance a cooperative and energetic work environment.
• Protects patients’ rights by maintaining confidentiality of medical, personal, and financial information through adherence to HIPAA laws and regulations.
• Performs other duties as assigned.

Qualifications and Education Requirements

• Bachelor’s Degree in social work or a Human Services field, preferred.
• Experience with mental health/ substance abuse treatment and(or) experience in the medical field, preferred.
• High school diploma or equivalent, required.
• 2-4 years of sales and customer service experience, required.
• 2 years’ experience in recovery treatment, required.

Knowledge/Skills/Abilities

• Knowledge relating to substance use disorders and risk associated with withdrawal symptoms.
• Basic medical knowledge as it relates to mental health, medication, methods of substance abuse treatment, medication assisted treatment (MAT), vitals, diagnosis.
• Knowledge of trauma informed care and crisis intervention.
• Knowledge of HIPAA laws and regulations.
• Basic knowledge of insurance billing/policies/processes.
• Ability to work with patients and their families during high stress situations.
• Ability and willingness to discuss finances, payments, and collections with patients and their families.
• Ability to perform basic math skills like percentages, addition, subtraction, multiplication, division, and conversions.
• Ability to understand insurance contracts, rates, and billing codes as it relates to admissions.
• Understanding of basic medical terms, conditions, treatments, medications, etc. as it relates to substance abuse treatment, eating disorder, mood and anxiety disorder, and detox.
• Knowledge of Microsoft Office products.
• Ability to use advanced written and verbal communication skills.
• Ability to multitask and work in a fast-paced environment.
• Ability to be self-sufficient and a self-starter.
• Ability to maintain strict confidentiality on all client records and business-related records, as required under HIPAA guidelines.
• Ability to work within a team setting and create an environment where all are valued and work together cohesively.
• Ability to demonstrate professional behavior reflective of Sanford’s Mission Statement, Philosophy, and Values.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds.
• Must be able to perform repetitive tasks such as typing for extended periods of time.
• Must be able to clearly express and exchange ideas by means of spoken words to impart oral information to employees or others accurately or quickly, engaging in sometimes lengthy conversations or presentations.
• Must be able to ascend and descend stairs daily.
• Must be able to seize, hold, grasp, turn or otherwise work with your hand or hands.
• Must be able to perceive sound by ear to interpret oral information from employees or others accurately or quickly.
• Work will be performed in an office environment with fluctuating temperatures.

ADA Disclaimer

The employee must be able to perform the essential functions of the position adequately. If requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. All requests for accommodations must be made to the Human Resource Department in writing.