[Hiring] Admissions Coordinator @Guidelight Health

Role Description

The Admissions Coordinator is a critical member of Guidelight’s Central Intake team and serves as one of the first points of contact for prospective clients and referral partners. This is a high-volume, front-line role for someone who is comfortable engaging people who may be anxious, ambivalent, emotionally dysregulated, or in crisis while keeping the interaction focused and moving forward. The Admissions Coordinator builds rapport quickly, gathers relevant information, completes structured screening and intake activities, educates clients about Guidelight’s PHP and IOP programs, addresses barriers and objections, verifies benefits, and coordinates the next steps toward care.

The ideal candidate brings strong judgment and clinical curiosity without needing to be clinically credentialed. They ask thoughtful follow-up questions, listen for what may not be explicitly stated, recognize potential risk or fit concerns, and understand when to escalate to the appropriate clinical or operational team rather than attempting to interpret or make clinical determinations. This role combines genuine care with strong sales and operational instincts. The Admissions Coordinator believes in the value of treatment and can help an ambivalent client take the next step toward care while maintaining clinical appropriateness, ethical standards, and a high-quality client experience. The role is accountable not only for completing tasks, but for owning the outcome—ensuring that clients do not fall through the cracks and that each interaction results in a clear next step or accepted handoff.

Qualifications

• Bachelor’s degree in health, social work, human services, psychology, or a related field (required).
• Must Live in PST/MST.
• 2–3+ years of experience in a high-volume, front-line healthcare, behavioral health, substance use, patient access, intake, admissions, triage, or healthcare contact-center environment.
• Working knowledge of insurance coverage, including the ability to verify eligibility and benefits, explain coverage and out-of-pocket costs, and identify potential insurance or financial barriers to care.
• Demonstrated experience interacting with individuals in emotionally sensitive, complex, urgent, or high-pressure situations.
• Strong communication and interpersonal skills, with the ability to build rapport while maintaining structure and direction in a conversation.
• Strong judgment and clinical curiosity, with the ability to recognize when additional information or escalation is warranted while maintaining the boundary between screening and clinical assessment.
• Demonstrated ability to manage multiple active cases, competing priorities, follow-up requirements, and time-sensitive workflows.
• Strong organizational skills and exceptional attention to detail.
• Clear, concise written communication and documentation skills.
• Comfort being measured against operational performance metrics such as responsiveness, conversion, throughput, SLAs, and quality.
• Strong technology skills and the ability to learn and navigate multiple systems simultaneously, including CRM and EMR platforms.
• Demonstrated ability to receive and apply direct feedback and participate in coaching, call review, auditing, and calibration.
• Ability to work effectively in an evolving environment where processes and playbooks may continue to develop.

Requirements

• Serve as a primary point of contact for prospective clients and referring providers through phone and web-based channels.
• Engage clients with warmth, confidence, and appropriate directness, including individuals who may be anxious, ambivalent, emotionally dysregulated, or experiencing a behavioral health crisis.
• Build rapport quickly while maintaining structure and control of the conversation.
• Guide clients through demographics, insurance, screening, program education, scheduling, and next steps in a cohesive and efficient interaction.
• Conduct structured initial screenings to gather relevant clinical, demographic, and logistical information while maintaining the appropriate boundary between screening and clinical assessment.
• Recognize potential risk, clinical fit, or other concerns and appropriately escalate to clinical or operational team members.
• Educate prospective clients and referral partners about Guidelight’s PHP and IOP programs, including program structure, expectations, and next steps.
• Help clients navigate barriers to accessing care, including ambivalence, scheduling challenges, technology, insurance questions, and other concerns.
• Use active listening, motivational interviewing, and consultative communication techniques to understand client needs and support movement toward treatment.
• Help clients understand the value of treatment and confidently move toward an appropriate next step in care.
• Address questions and objections with empathy, confidence, and sound judgment.
• Ask directly for commitment and help clients take action when appropriate.
• Maintain a conversion-minded approach while protecting client experience, clinical appropriateness, and ethical standards.
• Take ownership of funnel movement and identify opportunities to reduce drop-off and improve conversion.
• Consider an interaction complete only when there is a clear next step, accepted handoff, or documented resolution.
• Proactively manage inbound and outbound referrals and ensure timely movement through the admissions pipeline.
• Maintain ownership of assigned cases across multiple stages of the intake process.
• Reliably complete follow-up activities and close loops with clients, referral partners, clinicians, and internal teams.
• Monitor cases for stalled movement, missing information, or other sources of funnel leakage and take action to resolve them.
• Coordinate with referring providers and community partners to facilitate appropriate access to care.
• Ensure clients and referral partners have a clear understanding of next steps and who is responsible for them.
• Verify insurance eligibility and benefits for PHP and IOP services.
• Explain coverage, out-of-pocket costs, and payment expectations clearly and accurately.
• Demonstrate a working knowledge of commercial insurance, Medicaid, and Medicare.
• Identify insurance or financial barriers that may affect access and escalate or coordinate resolution as appropriate.
• Capture accurate, concise, and relevant information from client and referral interactions.
• Document information in CRM and EMR systems so that Clinical Reviewers and downstream teams can quickly understand the client, referral context, screening information, and outstanding needs.
• Coordinate the collection and submission of relevant prior medical records and referral documentation.
• Complete clear and effective handoffs to clinical and operational partners.
• Maintain accurate records and ensure required information is complete and accessible to downstream teams.
• Manage high call volumes and multiple active cases while maintaining quality, responsiveness, and client experience.
• Balance live client interactions with follow-up work, documentation, SLAs, and other assigned responsibilities.
• Follow established workflows consistently while identifying opportunities to improve processes and reduce friction.
• Learn and effectively navigate CRM, EMR, scheduling, insurance, and other technology platforms.
• Adapt quickly as programs, payer requirements, workflows, and processes evolve.
• Identify process gaps and bring forward practical solutions rather than simply identifying problems.
• Participate in call review, quality audits, calibration, coaching, and other performance improvement activities.
• Be accountable to performance expectations including responsiveness, conversion, throughput, documentation quality, follow-up completion, and other Central Intake metrics.

Benefits

• Medical, dental, vision, HealthJoy unlimited therapy, UHC wellness program, HSA/FSA options, and pet insurance.
• Responsible PTO, in lieu of a traditional accrual-based policy, which allows full-time and part-time employees to take the time they need, when they need it, while ensuring continuity of care and team collaboration.
• 401(k) with company match.
• All licensing fees covered, including opportunities for cross-licensure when applicable.
• Annual stipend for tuition reimbursement, ongoing education, or CEUs.
• Pre-licensed clinicians receive structured clinical supervision toward licensure, and all clinicians benefit from best-in-class supervision grounded in our state-of-the-art PHP/IOP curriculum.