Intake Advisor

Intake Advisor

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.

Other Functions :

Education / Experience / Skill Requirements :

Licenses / Designations / Certifications :

Supervisory Requirements :

This position is an Individual Contributor