Admissions Intake Coordinator (Lotus Behavioral Health)

Join us. We are located in Winters Springs, FL

Who Are We

Lotus Behavioral Health Is a Center of Excellence for Adolescents with Family-Focused Care . We are committed to creating a nurturing and therapeutic environment to foster a healthy lifestyle in our clients. At Lotus Behavioral Health, we believe in treating our patients and their families with the respect and high-quality care they deserve. In our teen substance use treatment, active family participation is essential for recovery.

About us : Click Here

Lotus Behavioral Health is seeking a full-time Admissions Intake Coordinator to serve as the first point of contact for prospective clients and their families. This role conducts initial phone screens, gathers clinical and insurance information, coordinates pre-admission evaluations, and supports families throughout the intake process. The Coordinator ensures all regulatory, clinical, and financial documents are completed accurately while facilitating a smooth, compassionate admissions experience. Responsibilities also include basic accounting tasks such as processing payments, tracking accounts receivable, and assisting with insurance benefit interpretation. Strong communication skills, professionalism, empathy, and the ability to multitask in a fast-paced behavioral health environment are essential.

Essential Duties & Responsibilities

• Serve as the primary point of contact for prospective clients, referral partners, and families seeking services.
• Conduct initial phone screens to capture demographic, clinical, medical, and psychosocial information.
• Complete pre-admission interviews with families and gather applicable medical histories.
• Assist families in completing required admissions documentation, consents, and intake forms.
• Request and collect medical records, discharge summaries, labs, and clinical documentation from external providers under proper Release of Information.
• Coordinate scheduling for admissions evaluations, medical appointments, and facility tours.
• Provide families with clear expectations of the admissions process, daily programming, and what treatment at Lotus entails.

Insurance & Financial Coordination

Submit Verifications of Benefits (VOB) promptly and accurately to 3rd Party Verification and Billing Company

Interpret insurance benefits, calculate estimated patient financial responsibility, and communicate this clearly to families.

Explain deductibles, co-insurance, out-of-pocket maximums, and authorization processes.

Process credit card payments and maintain documentation in accordance with accounting procedures.

Ensure authorization information is passed to Utilization Review and updated promptly.

Maintain accurate records for accounts receivable related to deposits, copays, and payment plans.

Admissions Documentation & Compliance

Maintain and update admissions packets, guidelines, policies, and procedures in collaboration with the Executive Director.

Ensure all documents comply with Lotus Behavioral Health policies.

Prepare and maintain daily, weekly, and monthly admissions reports.

Audit admission charts for completeness, accuracy, and regulatory compliance.

Track leads, conversion metrics, and referral outcomes through the CRM systems.

Ensure the completion of Financial Agreement with each family.

Customer Service & Communication

Provide compassionate, prompt support to families throughout the pre-admissions process.

Address questions and concerns in a trauma-sensitive and family-supportive manner.

Answer incoming calls, return voicemails, and respond to email inquiries in a timely and professional manner.

Liaise with Clinical, Nursing, Medical, and Business Office teams to ensure successful and seamless admissions.

Program Fit & Referrals

Assess client compatibility with program criteria and clinical appropriateness based on information obtained.

Communicate with the clinical team on questionable or high-risk cases.

Provide appropriate referral options for individuals not suited for Lotus Behavioral Health.

Skills, Knowledge & Abilities

Basic accounting knowledge , including payment processing and accounts receivable tracking.

Strong insurance understanding , specifically interpreting VOBs and explaining patient financial responsibility.

Knowledge of behavioral health terminology, adolescent treatment considerations, and crisis sensitivity.

Excellent written and verbal communication skills with strong emotional intelligence.

Exceptional organization, recordkeeping, and time-management abilities.

Ability to work in a fast-paced environment while maintaining accuracy and compassion.

Strong problem-solving skills with the ability to de-escalate families under stress.

Working knowledge of HIPAA , confidentiality, and Information Security requirements.

Proficiency in EMR systems, CRM software, spreadsheets, and administrative tools (Google Workspace preferred).

Education & Experience Requirements

High school diploma or equivalent required; associate's or bachelor's degree preferred.

At least 1 year experience in behavioral health, admissions, medical office, billing, or customer service.

Experience interpreting insurance benefits (commercial plans, Medicaid MCOs preferred).

Work Conditions

Standard business hours with occasional evening / weekend call-backs as needed.

High-activity administrative environment with phone-intensive workflow.

Interaction with individuals in emotional distress or crisis situations.

Key Performance Indicators (KPIs)

Lead response time (speed to contact).

Accuracy and completion rate of admissions documentation.

Lead-to-admission conversion rate.

Family satisfaction feedback during the admissions process.

Requirements

2 years of experience

COMPETENCIES

People - Passionately believes in people and embraces diversity

Integrity - Does the right thing even when no one is looking

Learning -Challenges old paradigms with critical thinking, curiosity and creativity

Accountability - Sets an intentional culture of personal responsibility; believes everyone carries the load

Relationships - serves colleagues and consumers with love, empathy and compassion.

To perform this job successfully, the Admissions Intake Coordinator must meet the following physical requirements, with or without reasonable accommodation :

Sedentary / Desk Work : Ability to sit for extended periods (up to 8 hours) while performing administrative duties.

Standing / Walking : Occasional standing and walking throughout the facility.

Lifting / Carrying : Ability to lift, carry, or move up to 15 pounds occasionally (files, office supplies).

Reaching / Handling : Frequent use of hands and fingers for typing, writing, and handling documents.

Vision : Close vision, distance vision, and ability to adjust focus for reading, computer work, and reviewing documents.

Hearing / Speaking : Clear verbal communication and the ability to hear and respond to inquiries, including phone conversations.

Mental / Emotional Requirements :

Ability to remain calm and professional during crisis calls.

Ability to multitask and process information quickly in a fast-paced environment.

Ability to exercise judgment, compassion, and problem-solving under pressure.

Benefits :

PTO

Holidays

Medical

Dental

Vision

Matched 401k

Compensation : Salary, exempt 50k-55k annually, BOA

This is a full time position