The Next Door
Admission Referral Account Specialist
The Next Door
The Next Door 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.
The Admissions Referral Account Specialist is responsible for 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, and coordinating the insurance verification and authorization process. Set the tone and example of compassion, empathy, efficiency, and a sense of urgency in the department. Responsible for referent-based admission goals.
Primary Responsibilities and Duties include the following:
- Responsible for being the primary point of contact and build long-term relationships with customers.
- Develop a trusted advisor relationship with key accounts.
- Ensure the 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.
- Call each account at least once a month to have a live conversation about how TND is meeting the needs of the referent.
- Onsite meetings with referents when possible, with Business Development.
- Develop customer specific needs and develop internal plan to meet those (does the account want to be contact via phone/email, do they want weekly updates, do they want their clients to go to a specific program, etc.)
- Bring customer complaints to Business Development and leadership to get a speedy resolution.
- Clearly communicate the progress of any internal program changes, new addition of programs, criteria for admissions, etc. as needed to referral sources.
- Responsible for keeping current referral sources satisfied and delivering exceptional service on a day-to-day basis.
- Responsible for working with the Business Development team to onboard and integrate new referents and developing existing client relationships.
- Develops strategies and works with Business Development staff and Admissions team to maximize admissions of clients requiring care.
- Authorize acceptance of clients and coordinate admissions with Medical and Clinical staff as well as other appropriate staff, confirms financial approval.
- Communicate with referral sources to get collateral information to assist in approval and collection of medical and psychiatric records for determining LOC while maintaining a professional working relationship.
- Utilizes appropriate bonding techniques to establish rapport and build relationship throughout the screening call.
- Qualifies the callers’ ability to private pay, utilize their insurance or apply for available grant funding to cover the cost of treatment.
- Conduct phone screening assessments for clients inquiring about admitting to TND Nashville Treatment programs for all levels of care.
- Demonstrates a sense of urgency and manages down 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.
- Efficiently schedules intakes with potential client and/or referral source; explains the evaluation and admission process to the potential client/referral source and informs client of necessary items to bring for treatment.
- Serve as backup for Admissions Specialists.
- Utilizes other key team members when encountering barriers to assist the intake admission close process.
- Meets established monthly referral source Admissions goals.
- Ensures that inquiry call, and admission processes run at peak efficiency; is aware of and manages calls waiting in the queue promptly.
- Works collaboratively with the medical and financial teams to ensure a client has been cleared to schedule for admission.
- Ensure timely and professional documentation in accordance with TND, 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 TND locations as needed.
- Manage the TND wait lists by prioritizing clients.
- Follow program and agency guidelines including demonstrating honesty and willingness to listen to clients’ issues and act responsibly.
- Provides feedback to leadership, including identifying opportunities for additional or improved services to meet customer needs.
- Attend TND staff meetings with staff as needed.
- Additional responsibilities as assigned.
- 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.
- Exhibits excellent customer relation skills as evidenced by supportive and constructive communication with all contacts.
- Experience working directly with clients with substance abuse and mental illness required. Experience working in an Intake/Admissions team preferred.
Education and Experience:
- Bachelor Degree Preferred. Three years (3) experience in admission department or comparable call center setting preferred or High School degree with 5-10 years experience in Addiction Treatment Admission setting required.
- Sales experience (internal or external sales), especially focused on customer service fields preferred. Current license, or actively pursuing license or license-eligible in mental health desirable. Experience working directly with clients who have substance use and/or mental illness is required. Experience assessing treatment levels of care preferred.
- Possess proficient computer skills Outlook, Word, Excel, PowerPoint and Microsoft Teams.
- Exhibits excellent customer relation skills as evidenced by supportive and constructive communication with all contacts including coworkers, clients, visitors, families, and referral sources.
- Knowledge of medical or clinical terminology.
- Ability to work with high degree of precision, paying attention to detail to achieve the high accuracy levels required and timely follow-up and close-out of all matters.
- Ability to communicate well, both orally and in writing to minimize confusion and additional concerns.
- Valid Driver’s license.
All Employees will adhere to the following professional standards:
- Honor the agency mission: The Next Door 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.
- Be creative and assist leadership with ideas for improving the overall quality of the services and environment for the residents of The Next Door.
- Encourage and live the core values of The Next Door, 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.
Health insurance, Teledoc, Employee Assistance Program, long-term disability, Life and accidental death policy, PTO, professional development hours and 401K with partial matching.
How to Apply
Click here www.thenextdoor.org to apply.
- Date Posted: May 4, 2021
- Type: Full-Time
- Job Function: Programs and Service Delivery
- Service Area: Health (Physical, Mental)
- Working Hours: 40 hrs/wk