The Next Door
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.
To handle all incoming telephone calls, probing appropriately to qualify the call and ultimately help the caller admit to the chosen treatment program that best fits her needs. The Admission Specialist helps to facilitate screening, assessment, and admission processes for TND sites through TND central Admissions center.
Primary Responsibilities and Duties include the following:
- Retrieve all admissions-related phone calls and be responsible for returning these calls with urgency, and within 24 hours from receiving the call.
- Utilize appropriate bonding techniques to establish rapport and build relationship throughout the screening call.
- 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 time-lines 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 to assist in grant approval and collection of medical and psychiatric records for determining LOC while maintaining a professional working relationship.
- Efficiently schedule intakes with potential patients and/or referral source; explain the evaluation and admission process to the potential patient/referral source and inform patient of appropriate items to bring for treatment.
- Utilize other key team members when encountering barriers to assist the intake admission close process.
- Meet established weekly and monthly Admit goals.
- Ensure inquiry calls and admission processes run at peak efficiency; is aware of and manages calls waiting in the queue promptly.
- Work 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.
- Assign case manager, counselor team and bedroom.
- Manage the TND wait lists by prioritizing clients.
- Follow program and agency guidelines including demonstrating honesty and willingness to listen to patients’ issues and act responsibly.
- Participate in the admissions on-call process.
- Provide feedback to leadership, including identifying opportunities for additional or improved services to meet customer needs.
- Attend treatment team meetings, weekly admissions meetings and TND all staff meetings as needed.
- Additional responsibilities as assigned.
Other Duties include the following:
- Responsible for being the primary point of contact and build long-term relationships with customers.
- 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
- Communicate clearly the progress of any internal program changes, new addition of programs, criteria for admissions, etc. as we roll them out.
- Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
- Responsible for working with the Business Development team work with new referrants and developing existing client relationships.
- Understand what would make us “easy to buy” from the customer perspective.
Education and Experience:
Bachelor’s degree preferred. Experience working on a crisis line or in a call center preferred.
- 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.
- Possess proficient computer skills including Microsoft Teams, 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 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 including dental and vision; Long-term disability; Teledoc; Employee Assistance Program (EAP); 401K; Paid Time Off (PTO) accrued per pay period; six paid holidays; professional development time.
How to Apply
Visit www.thenextdoor.org to submit your resume and application.
- Date Posted: August 3, 2021
- Type: Full-Time
- Job Function: Other
- Service Area: Health (Physical, Mental)
- Working Hours: 40 hrs/wk