Call Center Representative

Full-Time: Sundays – Thursdays or Tuesdays – Saturdays 3:00 PM to 11:00 PM

Remedy Therapy is seeking a compassionate, emotionally intelligent Admissions Coordinator to join our Call Center team.

As a leading provider of in-patient Mental Health services - with a strong and specialized focus on Eating Disorder treatment - Remedy Therapy also offers comprehensive care for individuals facing Substance Use Disorders (SUD). Our mission is rooted in empathy, healing, and human connection, guiding individuals and families toward hope and recovery.

In this meaningful front-line role, you'll often be the first comforting voice that clients or loved ones hear during one of the most difficult times in their lives. Many callers are experiencing fear, trauma, or uncertainty, and your ability to listen with compassion, respond with understanding, and communicate with confidence helps them feel safe and supported. Equally important, you'll guide them toward taking the next step - choosing Remedy Therapy today as the place where their healing begins.

The ideal candidate is empathetic, poised, and organized, with a natural ability to balance sensitivity with professionalism. You'll combine heart and skill - offering reassurance and clarity while helping clients move forward with confidence in their decision to begin care at Remedy. You'll also work collaboratively with your Remedy remembers to ensure every client's transition into treatment is seamless and filled with compassion.

If you're inspired by meaningful work and thrive in an environment where connection, empathy, and purpose come together, Remedy Therapy offers a place to grow your career while making a difference every single day. Join us, and help each caller find the courage to take that important first step toward healing - right here, with Remedy Therapy.

Position Purpose: The Admissions Coordinator is responsible for driving admissions growth by effectively managing inquiry and intake calls, conducting client screenings, and facilitating smooth admissions processes. This role emphasizes converting inquiries into successful admissions through proactive communication, persuasive engagement, and strong relationship-building with clients, families, utilization reviewers, and case managers. The Admissions Coordinator collaborates closely with both admissions and facility teams to ensure a seamless, high-quality client experience, while also advancing community outreach, referral partnerships, and brand awareness to achieve targeted admission and occupancy goals.

Qualifications/Position Requirements:

· Education: No minimum education requirements for this position. A Bachelor's degree is preferred; however, equivalent industry experience and demonstrated job knowledge will be considered in lieu of formal education.

· Experience: Minimum 1 year in working in Healthcare, Mental Health and/or Substance Use Disorder field. Working in a call center environment highly preferred. Results driven sales environments highly preferred.

· Certification/Licensure: None.

· Training and Knowledge Required at Time of Hire: Adheres to the Association for Ambulatory Behavioral Healthcare Code of Ethics. Demonstrates proficiency in communication and written skills. Knowledge of State and Federal Statues regarding client confidential laws (HIPAA and 42 CFR Part 2). Knowledge of drug-free workplace policies. Knowledge of workplace violence and de-escalation techniques.

· Age Specific Individuals Served/Responsibility: Adults (18+ years)

· Security Measures and Clearance: AHCA Level 2 Background Clearance Required and Local Background

· Employment Classification: Hourly - full-time, part-time, per diem, seasonal/temporary, etc

Position Specific Competencies:

· Maintains cultural awareness, diversity, and sensitivity toward all individuals (clients and staff), and vendors.

· Utilizes exceptional verbal and written communication skills.

· Proficiently operates and utilizes company technology and applications/systems (i.e. Salesforce, CTMs, Email, Microsoft Office, EMRs, etc). Adapts to new technology quickly and competently.

· Understands and adheres to all policies regarding client rights as well as anonymity and confidentiality of current, past, and future clients as required by law. Including, but not limited to HIPAA and 42 CFR Part 2.

· Adheres to and follows agency Anti-Patient Brokering policy and does not engage in patient brokering.

· Know and maintain professional communication skills: verbal, written, and non-verbal communication

· Understand and maintains the highest level of HIPAA (Health Insurance Portability and Accountability) standards

Position Duties, Responsibilities, and Tasks:

· Core:

· Answers inquiry calls efficiently and courteously within 20 seconds.

· Answers any questions callers may have that are of a non-clinical nature; appropriately transfers calls if clinical issues arise.

· Appropriately completes inquiry call forms.

· Coordinates and schedules prospective client screenings.

· Coordinates and processes all admissions to the facility.

· Responsible for obtaining demographic and financial information during inquiry calls.

· Forwards financial coverage information to billing unit; verifying insurance information as necessary.

· Maintains the Inquiry Call Disposition Log and follows up accordingly.

· Responsible for mailing program literature when requested.

· Ensures the clinical and financial screening criteria have been met prior to admission.

· Obtains necessary consents, identifications and financial documents needed to admit client into the program.

· Complies with facility policies and procedures.

· Participates in all staff meetings; responsible for obtaining information if not in attendance.

· Approaches clients/family members, significant others, and visitors with a respectful caring manner to convey a sense of concern and warmth.

· Maintains confidentiality of client information and records; and of facility proprietary, privileged, and/or confidential information.

· Communicates and problem solves via the chain of command.

· Delivers care in a non-judgmental and non-discriminatory manner, sensitive to client and staff diversity.

· Seeks corrective criticism and is able to evaluate suggestions objectively.

· Reported to work as assigned.

· Completes daily tasks as assigned and documents the delivery of all client services.

· Maintains acceptable overall attendance.

· Promotes a favorable/positive work atmosphere.

· Attends in-services and educational training as necessary and as assigned.

· Seeks out learning experiences and incorporates new knowledge into practice.

· Maintains flexibility and adaptability to expected and unexpected changes in the work environment.

· Administrative:

· Works well independently and has strong operational skills

· Excels at customer service and has strong interpersonal skills

· Strong organizational and time management skills

· Demonstrates a positive attitude and maintains a positive corporate culture

· Communicates effectively and has strong verbal, non-verbal, and written communication skills

· Develops strong relationships with coworkers and other stakeholders

· Learns quickly and has strong problem-solving and critical-thinking skills

· Willingness to continually self-educate and grow professionally

· Prompt and regular attendance

· Assist and perform additional duties as asked or assigned

Job Type: Full-time

Pay: $ $33.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person