Admissions Advisor - Phone Team

The Admissions Advisor - Phone Team serves as the first point of contact for all inbound calls, digital leads, and patient referrals, operating as the front-line engagement function for the organization. This role is an excellent opportunity for individuals pursuing an early career in sales, particularly those interested in developing inside sales skills within the behavioral health and addiction treatment industry. It is also ideal for candidates with personal or professional experience in mental health or addiction treatment who possess a genuine understanding of the importance of connecting people to the care they need. The Admissions Advisor is responsible for responding to calls and referrals with urgency and empathy, gathering critical demographic, clinical, and financial information, and guiding prospective clients and families to the next appropriate step - primarily scheduling a biopsychosocial assessment with the Intake/Clinical team. This position operates at the intersection of customer experience, call center operations, and early-stage admissions conversion. Success in this role requires strong communication skills, emotional intelligence, self-motivation, attention to detail, and performance accountability. Individuals in this role are expected to consistently demonstrate integrity, curiosity, authenticity, honesty, and compassion in all interactions. **Qualifications:** - At least 18 years of age - Bachelor’s degree minimum with a degree in marketing, sales, communication or related field - Interest in pursuing a career in sales - 1–3 years of experience in call center, customer service, sales, or healthcare admissions preferred, or a summer internship in sales or marketing as a minimum requirement - Demonstrated ability to manage high call volume in a fast-paced environment - Strong communication, rapport-building, and de-escalation skills - Proficiency with CRM/EHR systems, call tracking tools, and Microsoft Office - Ability to accurately collect and document sensitive personal and insurance information - Understanding of behavioral health or healthcare admissions processes preferred - Ability to work evenings, weekends, and holidays as needed - Successful completion of background check and required health screenings **Key Duties & Responsibilities:** *To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.* **Inbound Call Management & Lead Response** - Answer all incoming calls, web leads, and referral communications with urgency, professionalism, and empathy - Serve as the initial point of contact for prospective clients, families, and referral sources - Ensure all calls and referrals are responded to in alignment with organizational expectations - Manage high-volume call queues while maintaining quality and consistency **Client Engagement & Experience** - Establish rapport quickly using active listening, empathy, and professionalism, especially in high-stress situations - Provide clear and accurate information about programs, levels of care, locations, and next steps - Demonstrate strong customer service and solution-oriented communication skills - Represent the organization and brand consistently and professionally **Information Gathering & Intake Support** - Collect and document key information, including: - Demographics and contact details - Presenting concerns and basic clinical history - Referral source information - Insurance provider and policy details - Enter all information accurately and timely into CRM/EHR systems - Maintain detailed call notes to support clinical and admissions follow-up **Assessment Scheduling & Coordination** - Schedule biopsychosocial assessments with Intake/Clinic…