GENERAL PURPOSE: Responsible for managing incoming admission inquiries to Peaks Recovery Centers (PRC), embodying a commitment to hospitality and creating a welcoming environment for individuals and their loved ones navigating mental health and substance use challenges. This role prioritizes client impact by fostering meaningful connections, demonstrating empathy, and supporting increased admissions to PRC. Guided by the mission to save lives, the role reflects the lived values of "patients come first," "one team, one shift," "curiosity," and "attention to detail," ensuring every interaction upholds the highest standard of care and support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Demonstrate a commitment to hospitality by handling incoming calls, referrals, online contact forms, and all other methods of communication for those seeking treatment, to the PRC Admissions line with professionalism and care, assessing clinical needs, and guiding individuals toward the most appropriate treatment options.
Leverage in-depth knowledge of all PRC programs, including the rules and requirements outlined in the SOPs, to effectively describe and communicate these features to prospective clients, families, and community partners.
Review and respond to online form submissions, hang up calls and overnight callbacks on assigned days or otherwise when needed, ensuring timely follow-up and appropriate action based on the information provided.
Collect and verify client insurance information, including necessary details such as card images, subscriber and client names, dates of birth, and other relevant data. Accurately enter this information into the CRM via the lead queue to track progress throughout the admissions process.
Score and tag calls appropriately through Call Tracking Metrics.
Maintain accurate and up-to-date records in the CRM by updating leads, accounts, and activity logs to reflect changes and ensure comprehensive documentation.
Actively engage in and contribute to weekly Admissions team meetings.
Coordinate insurance verification and cost estimation for potential clients by working closely with the verification team and Admissions Director.
Provide accurate and comprehensive quotes, including copays, deductibles, COBRA premiums, and PHP housing if applicable. Communicate clearly with clients to explain financial expectations, address questions, and ensure transparency throughout the admissions process.
Act as a liaison between the client, admissions team, financial team and all other PRC teams to streamline onboarding and build trust.
Maintain comprehensive knowledge of all aspects of the admissions process, including adherence to the Admission Policy & Procedure and Intake & Billing Procedures.
Provide referrals to external resources when Peaks Recovery is not the best fit for their needs or work closely with OutReach Coordinator to identify appropriate alternative facilities.
Demonstrate a commitment to hospitality by serving as a positive role model, embodying PRC’s values in interactions with both staff and the public to foster trust, respect, and a welcoming environment.
Attends, when needed, required meetings with other service agencies in the community.
Acts as a liaison between PRC, clients, client families, and the community.
Will conduct initial pre-admission screening to determine the general appropriateness of new clients and appropriate level of care and discuss any concerns about the admission with the Admissions Director, additionally identifying clinical screen, nurse to nurse or doc to doc needed per admission.
Communicate key policies outlined in the SOPs, including the Nicotine Policy, COVID Policy, M1-hold policies, visitation policies, medication compliance policy, and Electronics Policy, to clients and, when applicable, their family members, ensuring clarity and understanding.
Manage the completion of the CC Authorization Form of the responsible parties paying for the clients treatment. CC Auth Form will be sent out via the secure e-doc signature portal and Medicare waiver forms.
Will help oversee insurance pre-qualifications for authorization as it pertains to insurance based on level of care and primary diagnosis.
Maintains a working and ongoing knowledge of various treatments, therapeutic modalities and general developments in the addiction and mental health field as needed
Working with Admissions Team to effectively and clearly communicate ongoing prospects or overall needs as it pertains to continued care for client/family within pre-admissions process, through communication via setting of tasks and communication logs.
Participates in weekly or bi-monthly Director meetings to identify and work on on-going goals and self improvement specific to role
Completes on site needed activities with clients or families, such as tours, greeting admissions and families, etc.
Participates in and contributes to ongoing discussion and meetings within the organization, such as Monthly All-Staff meetings and Rounds meetings.

Center-Wide Essential Duties and Responsibilities:

Responsible for keeping client information confidential by adhering to Colorado law and policies and procedures of PRC.
Responsible for compliance with applicable federal, state and local laws; professional practice acts and ethical guidelines; policies and procedures of PRC; and contractual guidelines.
Responsible for supporting the PRC Vision, Mission, Values and Beliefs by practicing and modeling a culture of wellness within a One Team Mindset and aligning with and exhibiting Core Values daily.
Completes all administrative paperwork as requested/required.
Completes required competency training and additional training as required.
Reviews and acknowledges PRC policies and procedures as required.

MISC. DUTIES AS ASSIGNED

Supports PRC staff in an effort to collect client service fees by ensuring all required conversations and forms are completed and understood prior to admission.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education or Formal Training and Experience:

Bachelor’s Degree in Business or Marketing preferred, but not required; can be offset by 5+ years of work in the addiction treatment field.

Knowledge, Skill and Ability:

Have comprehensive knowledge of substance abuse & community mental health.
Ability to communicate and work professionally with other service agencies in the community.
Ability to summarize service themes from a variety of client contacts and communicate suggested improvements for service delivery.
Ability to provide services in the community.
A working knowledge of individual, group, family, and crisis treatment approaches and their application to clients with emotional, behavioral, and/or substance use disorder problems.
Ability to communicate program needs and services to individuals and groups.
Ability to communicate performance expectations and company policy to staff.
Basic computer and keyboarding skills.
Ability to enter data in the PRC electronic health record keeping system, KIPU.
Ability to think critically and independently.
Ability to realize and activate potential in every interaction, every day.
Ability to adapt to change in the workplace.
Ability to use change as an opportunity for innovation and creativity.
Ability to inspire and model collaborative teamwork.
Ability to speak to and answer questions pertaining to billing and insurance
Ability to evaluate and recognize various needed criteria pertaining to differing levels of care provided at PRC per insurance standards.

WORKING ENVIRONMENT/PHYSICAL ACTIVITIES: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Works cooperatively and constructively with an interdisciplinary team.
Works extended hours in front of a computer monitor.
The noise level in the work environment is usually quiet to moderate.

Pay: $65,000.00 - $80,000.00 per year

Benefits:

Dental insurance
Health insurance
Paid time off
Retirement plan
Vision insurance

Work Location: Remote

Peaks Recovery Centers

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