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Centralized Admissions Team Lead
2 months ago
Position Title: Centralized Admissions Team Lead
Department: Intake
Reports To: Centralized Admissions Director
Supervises: Centralized Admissions Specialist
Entry Level Qualifications:
High School or GED required. College degree preferred. Must be able to manage and monitor the answering of incoming calls and incoming emails from individuals needing information or help with alcoholism and drug addiction. Must supervise employees to provide excellent customer service experience. Employees must possess excellent knowledge about alcoholism and drug addiction and its consequences. Centralized Admission Lead must be able to assist in the supervision of Recovery Advisors in directing callers to appropriate locations. Must possess skills in overcoming objections and be able to motivate staff to do the same. Employee must possess excellent communication skills.
1.Must have valid State Driver’s license and a safe driving record.
2.Must have reliable transportation.
3.Must be able to lift frequently.
4.Must be able to frequently walk.
5.Must be able to sit for approximately 7 hours per 8-hour shift
6.Must be able to see 20/40 corrected in each eye and have good hearing (hearing aid accepted)
7.Must be proficient using a computer and have enhanced knowledge of the Microsoft Office Suite
8.Must be able to complete data entry while on calls with clients.
9.If recovering, one years of continuous verifiable sobriety.
General Responsibilities:
Responsibilities include supervising, training and monitoring Centralized Admissions Coordinator answering telephone calls, chats, and emails from potential patients, family members, referral sources or concerned others. Monitoring workflow for admission submissions and verification of benefits. Duties include motivating and training staff to bond with callers, overcome objections and direct callers/potential patients to the appropriate location, person to assist them and/or liaison. Centralized Admission Lead will monitor to see this is done in a timely and efficient manner. Must understand and be able to manage internet inquiries training staff to do the same. Must manage and monitor calls, internet reporting and activity.
Know and abide by the general provisions of 42 CFR Part 2, “Confidentiality of Alcohol and Drug Abuse Patient Records”; and 45 CFR “Health Insurance Portability and Accountability Act.” This position has unrestricted access to patient identifying information and patient health information.
Essential Functions:
1.Centralized Admission Lead will assist Centralized Admissions Director with call monitoring and motivating staff to see that calls are answered with high energy level, clear diction and empathy.
2.Centralized Admission Lead will assist in supervising the team for completion of accurate and timely processing of admission submissions and verification of requests benefits.
3.Centralized Admission Lead will assist supervisors with monitoring and training staff to assure new potential patient data is entered into the system correctly and timely and is routed to the appropriate location staff
4.Motivate staff to assure a cooperative manner is established and maintained with corporate, facility and regional staff, co-workers, contract units, referral sources and the public.
5.Motivate and evaluate the Admissions Counselor to assure excellent customer service skills are exhibited and that callers are given solid, complete information while setting a clear expectation for the next step in the process.
6.Motivates and monitors staff to evaluate good listening, data entry and typing skills.
7.Trains staff to accurately discuss all Bradford programs, services and levels of care.
8.Assist in hiring and training new Intake center staff and other intake staff.
9.Assist staff with the ability to identify and escalate priority issues.
10.Oversees and supervises staff have regular attendance, are consistently punctual and dependable for all scheduled shifts.
11.Centralized Admission Lead must display a willingness to be flexible with daily schedule to monitor and manage staff.
12.Must be able to monitor, maintain and complete all reports.
13.Must be able to work in a constant state of alertness to perform the job in a safe manner.
14.Function as Admissions Counselor when needed.
15.Regular attendance.
16.Other duties as assigned.
