[Hiring] Intake Advisor 1 @Acadia

Role Description

We are looking for a REMOTE Intake Advisor 1 to work 12:30pm - 9:00pm 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. Responsibilities include:

• 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.
• Collect and record 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.

Qualifications

• 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

• 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.