Admissions Advisor - Phone Team

SERO MENTAL HEALTH•Remote, US,

13d•$26 - $35

About The Position

The Admissions Advisor - Phone Team serves as the first point of contact for all inbound calls, digital leads, and patient referrals, operating as the front-line engagement function for the organization. This role is an excellent opportunity for individuals pursuing an early career in sales, particularly those interested in developing inside sales skills within the behavioral health and addiction treatment industry. It is also ideal for candidates with personal or professional experience in mental health or addiction treatment who possess a genuine understanding of the importance of connecting people to the care they need. The Admissions Advisor is responsible for responding to calls and referrals with urgency and empathy, gathering critical demographic, clinical, and financial information, and guiding prospective clients and families to the next appropriate step - primarily scheduling a biopsychosocial assessment with the Intake/Clinical team. This position operates at the intersection of customer experience, call center operations, and early-stage admissions conversion. Success in this role requires strong communication skills, emotional intelligence, self-motivation, attention to detail, and performance accountability. Individuals in this role are expected to consistently demonstrate integrity, curiosity, authenticity, honesty, and compassion in all interactions.

Requirements

At least 18 years of age
Bachelor’s degree minimum with a degree in marketing, sales, communication or related field
Interest in pursuing a career in sales
1–3 years of experience in call center, customer service, sales, or healthcare admissions preferred, or a summer internship in sales or marketing as a minimum requirement
Demonstrated ability to manage high call volume in a fast-paced environment
Strong communication, rapport-building, and de-escalation skills
Proficiency with CRM/EHR systems, call tracking tools, and Microsoft Office
Ability to accurately collect and document sensitive personal and insurance information
Understanding of behavioral health or healthcare admissions processes preferred
Ability to work evenings, weekends, and holidays as needed
Successful completion of background check and required health screenings

Nice To Haves

Understanding of behavioral health or healthcare admissions processes

Responsibilities

Answer all incoming calls, web leads, and referral communications with urgency, professionalism, and empathy
Serve as the initial point of contact for prospective clients, families, and referral sources
Ensure all calls and referrals are responded to in alignment with organizational expectations
Manage high-volume call queues while maintaining quality and consistency
Establish rapport quickly using active listening, empathy, and professionalism, especially in high-stress situations
Provide clear and accurate information about programs, levels of care, locations, and next steps
Demonstrate strong customer service and solution-oriented communication skills
Represent the organization and brand consistently and professionally
Collect and document key information, including demographics and contact details, presenting concerns and basic clinical history, referral source information, and insurance provider and policy details
Enter all information accurately and timely into CRM/EHR systems
Maintain detailed call notes to support clinical and admissions follow-up
Schedule biopsychosocial assessments with Intake/Clinical teams based on availability and urgency
Coordinate scheduling logistics and confirm appointments with clients and families
Reschedule missed or canceled assessments and manage assessment calendars as needed
Communicate urgent or high-acuity cases to appropriate team members for escalation
Collect insurance information and initiate verification workflows per company process
Educate callers at a high level on insurance process and next steps (not full financial close)
Ensure all required financial and insurance data is complete prior to handoff
Ensure all required financial and insurance data is complete, accurate, and submitted in accordance with intake requirements prior to handoff
Communicate timely and effectively with Intake Clinicians, Business Development, and Business Office teams
Ensure accurate handoff of qualified leads for further assessment and admission decision-making
Support prioritization of referrals and follow-up activities
Maintain accurate, real-time documentation in all required systems (CRM, EHR, call tracking)
Always adhere to HIPAA and confidentiality standards
Track and log all inbound and outbound activity, call outcomes, and next steps
Adhere to all communication preferences, opt-out requests, and contact consent requirements in accordance with organizational policy and applicable regulations
Follow all defined intake, qualification, scheduling, and documentation workflows in accordance with established standard operating procedures
Meet or exceed key performance indicators, including call and referral response time and availability, call quality and documentation accuracy, assessments scheduled rate, and conversion-to-assessment metrics
Demonstrate accountability for individual performance and continuous improvement
Collaborate effectively across departments to remove barriers to scheduling and access to care
Demonstrate ability to multi-task and prioritize in a fast-paced, high-volume environment
Participate in training, coaching, and call quality improvement initiatives
Maintain flexibility to support coverage needs across shifts and peak demand periods
React and respond to the needs of referred clients in a timely manner
Maintain professionalism, integrity, and compassion in all interactions
Uphold appropriate boundaries and confidentiality standards
Communicate clearly, respectfully, and effectively with all stakeholders
Demonstrate cultural competence and respect for diverse populations
Adhere to company policies, compliance standards, and Code of Conduct
Perform other duties as assigned