The Admissions Coordinator (AC) serves as the first point of customer (“client”) contact, placing outbound calls to potential client/caregivers. The AC provides information about services and processes including claims/billing process. The AC is responsible for scheduling client appointments ensuring that service level agreements are met, proper documentation is completed, and any required follow up is done.Core Responsibilities & Essential Job Functions - Place outbound phone calls to potential and existing clients/caregivers ensuring all customer contact is documented in the computer system accurately and appropriately.
- Provide notification to clinical team members and/or other departments (Billing, Quality, etc.) regarding inquiries requiring follow up.
- Schedule appointments adhering to funder guidelines and state regulations.
- De-escalate situations and provide service recovery.
- Use professional judgement to escalate calls outside of scope to appropriate personnel per department SOP.
- Receive customer correspondence via e-mail requests and take appropriate action.
- Process cases and manage personal work queue.
- Utilize standard templates to correspond with customers; advise manager if situation arises that requires a new template or customized response.
- Work with manager on all needed correspondence outside of department templates.
- Verify protected health information and authorization for services.
- Schedule initial appointments for new clients and enter all necessary clients, contact, and other necessary information into computer system.
- Participate in other activities that support the coordination of client referrals, authorizations, initial assessments, and placement.
- Follow current standard operating procedures.
- Must adhere to all federal, state, and local law and regulations as applicable. Protect client protected health information (PHI).
- Ensure a high level of customer service while maximizing productivity and meeting key performance indicators.
- Additional duties as assigned.
QualificationsMinimum Education, Experience & Training Equivalent to: - 2+ years of experience in a customer service call/contact center.
- Associate degree preferred.
- Health care industry experience preferred.
Knowledge & Skills: - Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
- A commitment to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters.
- Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
- Personable; comfortable working with individuals at all levels within the organization.
- Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
- Must be highly detail oriented.
- Strong interpersonal skills.
Physical Requirements: - Must be able to communicate effectively within the work environment, read and write using the primary language with the workplace.
- Visual and auditory ability to work with clients, staff, and others in the workplace continuously.
- Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
- Utilize computer and cell phone for effective communication.
- Ability to utilize virtual meetings software (Zoom, Teams, etc.).
CONDITIONS OF EMPLOYMENT - Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
- Ability to obtain and maintain clearance through the Office of Inspector General.
- Must attend any required training.
Time Type:Full timeCompensation:$26.00 - $29.00 Per HourThe statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.Catalight is an equal opportunity employer.
