Intake Advisor 1

Acadia Healthcare•Franklin, TN

7d•Remote

About The Position

Overview We are looking for a REMOTE Intake Advisor 1 to work 2:00pm - 10:30pm Central time with WED/THRU off. Acadia Healthcare is a leading provider of behavioral healthcare services across the United States. Acadia operates a growing network of 250 plus behavioral healthcare facilities with approximately 11,100 beds in 39 states and Puerto Rico. With more than 23,000 employees serving approximately 75,000 patients daily, Acadia is the largest stand-alone behavioral health company in the U.S. Acadia Healthcare’s purpose is to Lead Care with Light and our mission is to be a world-class organization that sets the standard for excellence in the treatment of mental health and addiction concerns. We strive to maintain our standing as a thought leader in the behavioral healthcare industry, providing treatment that is synonymous with compassion and innovation. 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. 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.

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.

Responsibilities

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.
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.