Intake Advisor

100% Remote: Shift:

5:30am-2:00pm Thursday-Monday Shift

PURPOSE STATEMENT:

The Intake Advisor will be responsible to ensure a service-oriented and professional working environment in the Admissions Support Center (ASC) call center. Responds to clinical professionals, prospective clients, and their family members seeking treatment for addiction issues and psychological illness. Responsible for gathering and analyzing client information to make appropriate referrals to Acadia facilities. Works as part of the call center team to meet call center metrics and service targets.

ESSENTIAL FUNCTIONS:

• Triage calls by understanding callers' purpose, needs and urgency.
• Clearly explain the call process and ensure that caller gets to the right place ASAP.
• Monitor call queues to understand ASC activity and how to provide support.
• Collects and records client information in the customer relationship management system, Salesforce.
• Provide exceptional customer service by listening and responding to client requests and building rapport with clients, their family members, and clinical professionals.
• Make reliable warm transfers ensuring that the caller gets connected with the right person.
• Personalizes response emails for all internal and external communication.
• Perform other duties as assigned.

OTHER FUNCTIONS:

STANDARD EXPECTATIONS:

• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
• Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
• Develops constructive and cooperative working relationships with others and maintains them over time.
• Encourages and builds mutual trust, respect and cooperation among team members.
• Maintains regular and predictable attendance.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

• Associate degree or equivalent customer service or sales experience.
• Demonstrates the ability to function independently and possess strong decision-making skills.
• Strong knowledge of customer care, sales techniques, and processes.
• Must be able to manage multiple tasks simultaneously with the ability to adapt to frequent priority changes
• Exceptional analytical and listening skills.
• Ability to operate well in a call center team environment.
• Proficient typing, data entry, and attention to detail skills.
• Excellent communication skills, able to be empathetic with clients.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• English sufficient to communicate clearly and accurately with clients.

LICENSES/DESIGNATIONS/CERTIFICATIONS:

• Not Applicable

SUPERVISORY REQUIREMENTS:

This position is an Individual Contributor

While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances
(e.g. emergencies, changes in workload, rush jobs or technological developments) dictate.

AHCORP

#remote