Intake Advisor 1
Acadia Healthcare
Summary
We are looking for a REMOTE Intake Advisor 1 to work 2:00pm - 10:30pm Central time.
Job description
Overview
We are looking for a REMOTE Intake Advisor 1 to work 2:00pm - 10:30pm Central time.
The Intake Advisor will be responsible to ensure a service-oriented and professional working environment in the Admissions Support Center (ASC) call center. Responds to clinical professionals, prospective clients, and their family members seeking treatment for addiction issues and psychological illness. Responsible for gathering and analyzing client information to make appropriate referrals to Acadia facilities. Works as part of the call center team to meet call center metrics and service targets.
Essential Functions
- Triage calls by understanding callers’ purpose, needs and urgency.
- Clearly explain the call process and ensure that caller gets to the right place ASAP.
- Monitor call queues to understand ASC activity and how to provide support.
- Collects and records client information in the customer relationship management system, Salesforce.
- Provide exceptional customer service by listening and responding to client requests and building rapport with clients, their family members, and clinical professionals.
- Make reliable warm transfers ensuring that the caller gets connected with the right person.
- Personalizes response emails for all internal and external communication.
- Perform other duties as assigned.
Standard Expectations
- Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
- Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
- Develops constructive and cooperative working relationships with others and maintains them over time.
- Encourages and builds mutual trust, respect and cooperation among team members.
- Maintains regular and predictable attendance.
Education/Experience/Skill Requirements
- Associate degree or equivalent customer service or sales experience.
- Demonstrates the ability to function independently and possess strong decision-making skills.
- Strong knowledge of customer care, sales techniques, and processes.
- Must be able to manage multiple tasks simultaneously with the ability to adapt to frequent priority changes.
- Exceptional analytical and listening skills.
- Ability to operate well in a call center team environment.
- Proficient typing, data entry, and attention to detail skills.
- Excellent communication skills, able to be empathetic with clients.
- Capable of working within established policies, procedures and practices prescribed by the organization.
- English sufficient to communicate clearly and accurately with clients.
Requirements
- Associate degree or equivalent customer service or sales experience
- Demonstrates the ability to function independently and possess strong decision-making skills
- Strong knowledge of customer care, sales techniques, and processes
- Must be able to manage multiple tasks simultaneously with the ability to adapt to frequent priority changes
- Exceptional analytical and listening skills
- Ability to operate well in a call center team environment
- Proficient typing, data entry, and attention to detail skills
- Excellent communication skills, able to be empathetic with clients
- Capable of working within established policies, procedures and practices prescribed by the organization
- English sufficient to communicate clearly and accurately with clients
Company overview
Acadia Healthcare is a leading provider of behavioral healthcare services in the United States, specializing in the treatment of mental health disorders, substance abuse, and addiction. Founded in 2005 and headquartered in Franklin, Tennessee, the company operates a comprehensive network of psychiatric hospitals, residential treatment centers, outpatient clinics, and therapeutic school programs across multiple states. Acadia focuses on delivering evidence-based treatment for conditions including depression, anxiety, bipolar disorder, eating disorders, and co-occurring mental health and substance use disorders. The company serves diverse patient populations across all age groups through specialized programs for children, adolescents, adults, and seniors. Acadia Healthcare has established itself as one of the largest behavioral healthcare providers in the nation, emphasizing quality care, clinical excellence, and patient-centered treatment approaches. Their facilities offer a continuum of care ranging from acute inpatient services to long-term residential treatment and community-based outpatient programs.