- Serve as a primary contact for prospective clients and referring providers through phone and web-based channels.
- Guide clients through demographics, insurance, screening, program education, scheduling, and next steps.
- Conduct structured initial screenings and escalate potential risk, clinical-fit, or other concerns to appropriate teams.
- Explain PHP and IOP programs and help clients navigate barriers to accessing care.
- Use active listening, motivational interviewing, and consultative communication to support appropriate movement toward treatment.
- Manage inbound and outbound referrals, assigned cases, follow-ups, and handoffs through the admissions pipeline.
- Verify insurance eligibility and benefits, explain coverage and out-of-pocket costs, and identify financial barriers.
- Document client and referral information in CRM and EMR systems and coordinate collection of medical records and referral documents.
- Manage high call volumes and multiple active cases while meeting responsiveness, documentation, follow-up, and other performance expectations.
DocumentationCRM