Job DetailsJob Location: TND Nashville - Nashville, TN 37203Position Type: Full TimeJob Title: Admissions Specialist
Reports to: Director of Admissions & Business Development
Classification: Full-time ~ Non-exempt
Mission:
The Next Door Recovery provides a continuum of evidence-based substance abuse and mental health services for women in an environment of faith and healing to restore hope and a lifetime of recovery.
Summary:
To handle all incoming telephone calls to navigate the program and level of care that best fits the needs of the caller and overseeing the referral and lead process, coordinating all aspects of the client intake process including collecting appropriate client information from referral sources, establishing, and maintaining positive relationships with customers and referral sources, responding to customer requests and concerns. The Admission Specialist helps to facilitate screening, assessment, and admission processes for The Next Door Recovery
Primary Responsibilities and Duties include the following:
Promptly answer incoming phone calls from clients seeking treatment.
Retrieve all admissions-related voicemails and web leads and be responsible for following up with urgency.
Utilize appropriate bonding techniques to establish rapport and build relationship throughout the screening call while establishing appropriate boundaries.
Qualify the callers’ ability for private pay, utilization of insurance, or available grant to cover the cost of treatment.
Conduct phone screening assessments for clients inquiring about admission to all levels of care.
Demonstrate a sense of urgency and triage timelines from initial call to time of admission, minimizing the number of calls necessary (preferably one) from initial call to solid close and schedule admit.
Communicate with referral sources in order to get collateral information and obtain medical and psychiatric records.
Respond to referral source leads within one hour.
Efficiently schedule intakes, explain the evaluation and admission process, and inform patient of appropriate items to bring for treatment.
Effectively utilize downtime to meet set departmental and facility goals.
Meet established weekly and monthly admission and referral goals.
Work collaboratively with the medical and clinical teams to ensure a client has been cleared to schedule for admission. Elevate any concerns to Admissions Manager and/or Business Development Director.
Ensure timely and successful follow-up:
1-hour response time to referent for new referrals during business hours.
Call within same business day once an account’s admission arrives at our facility to let them know of the successful transfer.
Bring customer complaints to Admissions Manager and Business Development to get a speedy resolution.
Responsible for keeping current referral sources satisfied and delivering exceptional service on a day-to-day basis.
Ensure timely and professional documentation in accordance with TNDR, Inc. policy, the ACA code of ethics, and as determined by grants, TDMHSAS licensure, CARF, and other requirements.
Update electronic databases related to referral sources.
Arrange transportation for clients to arrive at approved TNDR locations as needed.
Treat all callers with respect and dignity. Create a safe and empathetic space for callers.
Provide feedback to leadership, including identifying opportunities for additional or improved services to meet client needs.
Attend biweekly admissions meetings and TNDR all staff meetings as needed.
Additional responsibilities as assigned.
QualificationsEducation and Experience:
Minimum of two (2) years of current and continuous recovery from a substance use disorder and/or co-occurring disorders. CPRS eligible preferred.
Bachelor’s degree in social work, counseling, or related field preferred.
Knowledge of substance abuse/addiction issues or related work experience preferred.
Ability to establish and maintain therapeutic boundaries.
High school diploma required.
Knowledge, Skills, And Abilities:
Demonstrate a broad base of knowledge in psychiatric and addiction treatment and administration.
Demonstrate ability to clearly and succinctly communicate both verbally and in writing; can get messages across that have the desired effect.
Demonstrate ability to remain calm under pressure; is not knocked off balance by frequent change, delays, or unexpected events.
Demonstrate an active desire to drive for results; steadfastly pushes self and others; consistently meets and/or exceeds goals.
Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
Demonstrate a working knowledge of current policies, practices, trends, and developments affecting the industry; knows the competition.
Must be able to relate well to all kinds of people, both inside and outside the organization; build appropriate rapport; build constructive and effective relationships; use diplomacy and tact; can diffuse even high-tension situations comfortably.
Ability to exercise good judgment and apply common sense understanding to carry out instructions furnished in written or verbal form.
Other Requirements:
Possess proficient computer skills Outlook, Word, Excel, and PowerPoint.
Valid Driver’s license.
All Employees will adhere to the following professional standards:
Honor the agency mission: The Next Door Recovery provides a continuum of evidence-based substance abuse and mental health services for women in an environment of faith and healing to restore hope and a lifetime of recovery.
Actively contribute to the Purpose: We exist to empower women for lifetime recovery.
Consistently treat residents and co-workers with the utmost respect.
Keep ALL information regarding staff, residents, diagnosis, group information, etc. confidential, at all times.
Model ethical and professional behavior at all times.
Participate in ongoing meetings and trainings as required by the leadership of The Next Door Recovery.
Be creative and assist leadership with ideas for improving the overall quality of the services and environment for the residents of The Next Door Recovery.
Encourage and live the core values of The Next Door Recovery, Inc., at all times.
Love ~ We demonstrate what love looks like, so our women learn to love others in healthy ways and love themselves.
Faith ~ We welcome all people, and all will be cared for with Christ-centered principles.
Hope ~ We believe hope is within reach for all women.
Wholeness ~ God has a plan and purpose for a woman’s life and that is abundantly good. She does not have to be defined by her past decisions. God loves. God forgives. Every woman can be whole and complete.
Community ~ We are building a healthy community in which our women are contributing members of society. We need one another. We care for one another. We will teach our women how to build their own healthy community.
Respect ~ We believe each woman deserves respect from us and from each other. We believe each woman can learn to respect herself and others.
Encouragement ~ We believe that our words and actions should build one another up. We inspire one another with love and good deeds.
