Admissions Coordinator

The Admissions Coordinator (AC) serves as the first point of customer (“client”) contact, placing outbound calls to potential client/caregivers. The AC provides information about services and processes including claims/billing process. The AC is responsible for scheduling client appointments ensuring that service level agreements are met, proper documentation is completed, and any required follow up is done.

CORE RESPONSIBILITIES & ESSENTIAL JOB FUNCTIONS

• Place outbound phone calls to potential and existing clients/caregivers ensuring all customer contact is documented in the computer system accurately and appropriately. 
• Provide notification to clinical team members and/or other departments (Billing, Quality, etc.) regarding inquiries requiring follow up.   
• Schedule appointments adhering to funder guidelines and state regulations.    
• De-escalate situations and provide service recovery.  
• Use professional judgement to escalate calls outside of scope to appropriate personnel per department SOP.   

• Receive customer correspondence via e-mail requests and take appropriate action. 
• Process cases and manage personal work queue.   
• Utilize standard templates to correspond with customers; advise manager if situation arises that requires a new template or customized response.   
• Work with manager on all needed correspondence outside of department templates.
• Verify protected health information and authorization for services.  
• Schedule initial appointments for new clients and enter all necessary clients, contact, and other necessary information into computer system.

• Participate in other activities that support the coordination of client referrals, authorizations, initial assessments, and placement.  
• Follow current standard operating procedures. 
• Must adhere to all federal, state, and local law and regulations as applicable. Protect client protected health information (PHI).  
• Ensure a high level of customer service while maximizing productivity and meeting key performance indicators. 

• Additional duties as assigned.  

QUALIFICATIONS
Minimum Education, Experience & Training Equivalent to: 

• 2+ years of experience in a customer service call/contact center.
• Associate degree preferred.
• Health care industry experience preferred.

Knowledge & Skills:

• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience
  and discretion when dealing with confidential and sensitive matters.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
• Personable; comfortable working with individuals at all levels within the organization.
• Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
• Must be highly detail oriented.
• Strong interpersonal skills.

Physical Requirements:

• Must be able to communicate effectively within the work environment, read and write using the primary language with the workplace.
• Visual and auditory ability to work with clients, staff, and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Utilize computer and cell phone for effective communication.
• Ability to utilize virtual meetings software (Zoom, Teams, etc.).

CONDITIONS OF EMPLOYMENT 

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend any required training.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.