First Responder Wellness is seeking an organized, compassionate, and highly responsive Admissions Coordinator to support the day-to-day operations of the Admissions Department. This position serves as an initial point of contact for prospective clients, families, first responder departments, peer-support teams, EAPs, and referral partners seeking information about treatment services.
The Admissions Coordinator manages incoming inquiries, gathers preliminary client and insurance information, coordinates admissions assessments, supports benefits verification, maintains accurate documentation, and facilitates communication throughout the admissions process.
The ideal candidate understands-or is eager to learn-the unique culture and needs of first responders and public safety professionals and can recognize situations requiring prompt escalation to clinical or admissions leadership.
Schedule: Flexible schedule, overtime opportunities may be available based on business needs.
This position may be performed remotely. Candidates located in Orange County, CA will work from our Irvine office.
Key Responsibilities
- Respond promptly and professionally to phone calls, texts, emails, website inquiries, and referrals.
- Serve as the initial point of contact for prospective clients, families, departments, peer-support representatives, EAPs, and referral partners.
- Gather demographic, behavioral health, substance use, treatment history, insurance, and referral information.
- Identify potential behavioral health, medical, safety, intoxication, or withdrawal concerns and escalate appropriately.
- Provide general information about programs, levels of care, admission requirements, expectations, and next steps within the scope of the role.
- Schedule comprehensive admissions assessments with Admissions Counselors and Sr. Admissions Counselors.
- Obtain insurance information and assist with verification of benefits.
- Coordinate with Admissions, Billing, Utilization Review, Clinical/Medical, and other departments as needed.
- Maintain accurate and timely documentation in Salesforce, the electronic health record, Call Tracking Metrics, and other systems.
- Conduct appropriate follow-up with prospective clients, families, and referral sources.
- Assist with admission dates, arrival information, transportation coordination, required documentation, and other logistics.
- Maintain continuity of communication when cases are transferred between team members or shifts.
- Provide appropriate non-clinical resources and referral information as directed.
- Maintain knowledge of behavioral health, substance use treatment, levels of care, insurance processes, and referral resources.
- Develop and demonstrate cultural competency related to first responders, public safety professionals, veterans, families, and peer-support teams.
- Maintain professional boundaries and distinguish admissions support from clinical assessment or treatment recommendations.
- Manage assigned leads, communications, tasks, and follow-up independently and effectively.
- Participate in required meetings, training, continuing education, and organizational activities.
- Maintain HIPAA compliance, confidentiality, professional boundaries, and ethical standards.
- Perform other duties as assigned.
Minimum Qualifications
- High school diploma or equivalent required.
- Experience in behavioral health, substance use treatment, healthcare admissions, intake, customer service, crisis services, or a related field preferred.
- Experience working independently in a remote environment preferred.
- Knowledge of behavioral health and/or substance use treatment preferred.
- Knowledge of first responder/public safety culture preferred; willingness to complete required cultural competency training required.
- Ability to complete required behavioral health, crisis recognition, first responder cultural competency, peer-support, and/or CISM training.
- Strong computer skills and ability to work across multiple electronic systems.
- Ability to maintain required organizational training and certifications.
Key Competencies
- Excellent communication, telephone presence, and rapport-building skills.
- Strong organization, time management, and attention to detail.
- Ability to manage multiple priorities, leads, and communications simultaneously.
- Ability to work independently while recognizing when consultation or escalation is necessary.
- Sound judgment and ability to follow established admissions procedures.
- Cultural sensitivity when working with first responders, public safety professionals, veterans, families, and diverse populations.
- Ability to recognize potential behavioral health and safety concerns while remaining within role boundaries.
- Strong written and verbal communication skills.
- Proficiency with Salesforce, EHR systems, Call Tracking Metrics, Microsoft Office/Outlook, and similar technology preferred.
- Knowledge of insurance verification and behavioral health benefits preferred.
- Dependability, professionalism, discretion, accountability, and commitment to confidentiality.
Remote Work Requirements
- Reliable high-speed internet/Wi-Fi and telephone access.
- Private, quiet, professional workspace suitable for confidential healthcare communications.
- Ability to maintain HIPAA-compliant privacy and information security.
- Reliable availability and responsiveness during scheduled working hours.
- Ability to independently manage time, workload, documentation, and follow-up.
- Ability to promptly communicate technology, internet, telephone, or environmental issues that affect job performance.