Admissions Representative

About Freedom Recovery Centers:
Freedom Recovery Centers is a leading substance abuse treatment organization dedicated to supporting individuals on their journey to recovery. Our mission is to help reclaim one’s life, purpose and wellbeing. We strive to maintain a supportive workplace that empowers our staff to make a difference in the lives of our patients and their families.

Hours: Monday - Thursday, 8AM -4:30PM & Sunday 3PM -11:30PM

Job Summary:
The Admissions Representative is the first point of contact for individuals seeking information about substance abuse treatment services. This role involves answering calls, providing information, screening potential clients, and directing inquiries to the appropriate departments. The Admissions Representative must demonstrate empathy, professionalism, and confidentiality, ensuring each caller receives a compassionate response and the support they need to begin their recovery journey.

Key Responsibilities:

• Inbound and Outbound Call Management
• Answer incoming calls promptly and professionally, addressing inquiries about the center’s services, treatment options, and admission process.
• Conduct outbound calls to follow up on inquiries, coordinate with potential clients, and communicate with referral sources.
• Screen callers to determine eligibility for treatment services, gathering basic information and providing preliminary support.
• Client Intake and Screening
• Conduct initial phone screenings to assess potential clients’ needs, substance use history, and any co-occurring mental health conditions.
• Communicate eligibility criteria clearly and compassionately, guiding callers through the initial steps of the admissions process.
• Collect and document caller information accurately in the center’s electronic health record (EHR) or customer relationship management (CRM) system.
• Information and Referral Services
• Provide accurate, up-to-date information about the center’s programs, services, and treatment options.
• Offer general guidance on recovery resources and support options, ensuring callers feel supported regardless of admission status.
• Refer callers to alternative resources, agencies, or support networks when services at the center do not meet their needs.
• Scheduling and Coordination
• Schedule assessments, appointments, and follow-up calls for prospective clients, coordinating with the admissions and clinical teams.
• Confirm appointments and provide callers with necessary details about required documentation, insurance information, and treatment expectations.
• Communicate scheduling changes or cancellations promptly, ensuring a seamless experience for prospective clients.
• Documentation and Compliance
• Document all call interactions accurately and completely in compliance with HIPAA and confidentiality standards.
• Maintain thorough records of caller inquiries, referrals, and scheduled appointments, ensuring information is readily accessible for the admissions team.
• Follow established protocols for documentation and communication to maintain a consistent and secure workflow.
• Client Support and Advocacy
• Provide empathetic, non-judgmental support to callers who may be in crisis or experiencing significant stress.
• Build rapport with callers to encourage openness and trust, ensuring they feel heard and respected.
• Act as an advocate for potential clients, helping them overcome any barriers to accessing treatment and making referrals as needed.
• Collaboration with Admissions and Clinical Teams
• Work closely with the admissions team to ensure smooth transitions from phone screenings to in-person assessments or program intake.
• Relay pertinent client information to clinical and operational staff including leadership and support coordination of care from the initial contact through admission.
• Participate in team meetings to discuss client needs, call trends, and any improvements to the admissions process.

Qualifications:

• High school diploma or GED required; Associate’s or Bachelor’s degree in a related field preferred.
• Minimum of 1-2 years of experience in customer service, call center, or healthcare intake, preferably in a behavioral health or substance abuse setting.
• Knowledge of substance abuse treatment options, mental health conditions, and crisis intervention techniques is preferred.
• Strong communication skills, with a compassionate and empathetic approach to client support.
• Proficiency in Microsoft Office Suite and experience with HER, CRM sand call tracking metrics systems is a plus.

Competencies:

• Excellent verbal communication and active listening skills.
• High level of empathy, patience, and professionalism.
• Ability to handle high-stress situations with composure and remain calm when speaking with callers in crisis.
• Strong organizational skills and attention to detail in documentation.
• Dedication to confidentiality, ethical standards, and client-centered care.
• Must meet pre-employment and maintain all applicable state, national, and job-related guidelines for reference checking, background screening, urine drug screening & health screening (if chosen), and license/credential verifications

Freedom Recovery Centers is an Equal Opportunity Employer!

Job Type: Full-time

Schedule:

• 8 hour shift

Work Location: In person