Admissions Coordinator

 

Title: Admissions Coordinator 

Reports to: Central Intake Supervisor  

Department/Location: Remote 

FLSA Status: Non-Exempt, Hourly

 

Schedule:  Monday-Friday, 8:00-5:00pm MST/PST/EST 

*Must hold a Bachelors Degree 

 

Role Summary: 

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. 

 

Role Responsibilities: 

Client Engagement & Admissions 

• 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. 

Engagement, Conversion & Client Commitment 

• 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. 

Referral & Pipeline Management 

• 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. 

Insurance & Financial Transparency 

• 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. 

Documentation & Clinical Handoffs 

• 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. 

Workflow, Systems & Operational Excellence 

• 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. 

 

Required Qualifications: 

• Bachelor’s degree in health, human services, psychology, or a related field (required). 

• Must Live in 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. 

 

Preferred Background: 

We especially value candidates with experience in: 

• Behavioral health intake and admissions 

• Substance use disorder (SUD) admissions 

• Emergency department or crisis-line triage 

• Hospital patient access 

• Behavioral health or healthcare contact centers 

• Peer recovery roles that have progressed into healthcare operations 

• Emergency department technician, medical assistant, or similar front-line healthcare roles with strong communication and patient-facing experience 

• High-volume healthcare access or scheduling environments involving complex or emotionally sensitive interactions 

• PHP or IOP settings 

• Fast-growing or early-stage healthcare organizations 

*Clinical licensure is not required for this role. We are looking for individuals who demonstrate strong judgment, curiosity, communication, and the ability to recognize when clinical escalation is appropriate—not individuals expected to independently diagnose, interpret, or make clinical determinations. 

 

Success in This Role: 

The strongest Admissions Coordinators at Guidelight will: 

• Stay calm under pressure and create confidence for clients during difficult moments. 

• Balance warmth with direction, building trust without allowing conversations to lose momentum. 

• Think clinically without practicing clinically, gathering meaningful information and knowing when to escalate. 

• Own the outcome, not simply the task. 

• Combine care with conversion, helping clients overcome ambivalence and take the next step toward treatment. 

• Protect the details, ensuring accurate documentation and effective handoffs. 

• Manage the funnel, identifying and solving leakage rather than simply reporting it. 

• Operate with urgency and organization, reliably closing loops and meeting SLAs. 

• Learn quickly, adapting to new clinical concepts, payer requirements, technology, programs, and workflows. 

• Welcome coaching, using feedback and data to continuously improve performance. 

 

Guidelight Health is an Equal Opportunity Employer. We are committed to creating an environment where every teammate feels valued, respected, welcome, and empowered to do their best work. We believe our differences make us stronger and actively support a culture of inclusion, belonging, and respect throughout our company.