Intake Advisor 1

Acadia Healthcare•Franklin, TN

10d•Remote

About The Position

The Intake Advisor 1 works remotely in Acadia Healthcare’s Admissions Support Center (ASC) call center, providing a service-oriented and professional experience for clinical professionals, prospective clients, and family members seeking treatment for addiction issues and psychological illness. The role gathers and analyzes client information to make appropriate referrals to Acadia facilities and contributes to call center metrics and service targets. The position is scheduled from 2:00 p.m. to 10:30 p.m. Central time. Acadia Healthcare is a behavioral healthcare provider operating more than 250 facilities, with approximately 11,100 beds across 39 states and Puerto Rico. The company’s purpose is to “Lead Care with Light,” and its mission is to set a standard of excellence in treatment for mental health and addiction concerns through compassionate and innovative care.

Requirements

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

Responsibilities

Triage calls by understanding callers’ purpose, needs, and urgency.
Explain the call process clearly and ensure callers reach the appropriate place as soon as possible.
Monitor call queues to understand Admissions Support Center activity and provide support as needed.
Collect and record client information in Salesforce, the customer relationship management system.
Provide exceptional customer service by listening and responding to client requests and building rapport with clients, family members, and clinical professionals.
Make reliable warm transfers so callers are connected with the appropriate person.
Personalize response emails for internal and external communication.
Perform other duties as assigned.
Comply with organizational policies, procedures, performance improvement initiatives, and confidentiality requirements.
Communicate clearly and effectively with people receiving services, their family members, guests, and healthcare team members.
Develop and maintain constructive and cooperative working relationships.
Encourage mutual trust, respect, and cooperation among team members.
Maintain regular and predictable attendance.