Admissions Coordinator II

Position Summary

The Admissions Coordinator II provides consultative support to prospective clients and referral sources, independently managing complex cases while guiding clients through the admissions process with professionalism and empathy. This role conducts pre‑assessments, discusses treatment options and financial considerations, and maintains strong referral relationships while meeting admissions and conversion goals. Managing a high‑volume pipeline with accuracy and adaptability, the Admissions Coordinator II mentors junior staff and contributes to team success, playing a vital role in driving census growth and supporting the organization’s mission.

• Provides consultative support for admission inquiries, including pre‑admissions assessment and answering pre‑admissions/general questions from potential clients or their referral sources.
• Facilitates effective telephone presentations to prospective clients, clearly communicating program schedule, treatment and therapeutic modalities, services offered, benefits of said services and modalities as it pertains to the client’s needs, the type of professionals on staff, amenities, etc.
• Assists with client retention by supporting current clients as requested.
• Researches and expands knowledge of mental health and addiction and treatment programs and facilities to provide relevant and useful information to prospective clients.
• Follows all applicable policies and procedures for the Admissions Center.
• Executes strategies for consistently meeting or exceeding all performance goals.
• Builds trust with clients and families by providing clear, empathetic communication and guiding them through the admissions journey.
• Demonstrates proficiency in handling objections, nurturing leads, and converting inquiries into admissions with consistency.
• Initiates verification of benefits, and discusses insurance coverage, potential out‑of‑pocket costs or self‑pay options with potential clients or the financially responsible party.
• Manages higher call and case volumes while maintaining accuracy and responsiveness.
• Works with external business‑development referrals ensuring a professional relationship and an open line of communication between business development and outside referral sources (with appropriate leadership approval).
• Maintains accurate, timely data entry in CRM and call‑tracking systems to support reporting and performance monitoring.
• Adjusts effectively to shifting priorities, client needs, and departmental changes.
• Mentors and supports Admissions Coordinator I team members.
• Independently conduct pre‑assessments and facilitate the admissions process.
• Achieves and maintains a minimum of 18 admissions per month.
• Handles complex cases with minimal supervision, identifying barriers to admission and finding effective solutions.
• Tracks and reports personal KPIs, including admissions, conversions, and call quality.
• Provides appropriate outbound referrals based on presenting issues to established referral sources or other behavioral healthcare providers.
• Contributes feedback to leadership on process improvements.
• Supports team admissions and achievement of department and company assigned census goals.
• Ensures compliance with all documentation, regulatory, and company standards.
• Other duties as assigned.
• This is a salaried position. The employee will have scheduled in‑office hours, but the nature of mental health and addiction care means that pre‑ or post‑hours follow‑up cases may be necessary at times.

• High school diploma or GED required.
• 2–4 years of admissions, call centre, or related sales/customer service experience.
• Ability to work a flexible schedule to meet the demands of the business; this includes evenings, weekends, and holidays.

• Proven track record of meeting or exceeding admissions or sales targets.
• Strong objection‑handling and problem‑solving skills.
• Ability to manage a high‑volume pipeline while maintaining accuracy.
• Proficient with call‑tracking systems.
• Leadership potential and ability to mentor junior staff.
• Knowledge of managed care and insurance relating to mental health benefits.
• Knowledge of navigating CRM and EMR systems.
• Strong understanding of various mental health diagnoses and addiction, commonly abused substances and their classification, and dual diagnosis.