Original listing text, shown exactly as published by the company.
Key Responsibilities
Inbound Call Management
- Serve as the primary point of contact for all inbound calls from hospitals, referral partners, families, and individuals
- Lead every conversation with a calm, structured approach and clear communication
- Ask targeted, relevant questions to assess the situation quickly and accurately
- Communicate program scope, eligibility, and limitations with honesty and confidence
Screening & Intake
- Conduct thorough eligibility screenings based on established program criteria
- Gather required information including medical history, functional status, insurance details, and discharge context
- Identify gaps, inconsistencies, or red flags in referral information
- Deliver clear determinations: appropriate for placement, not appropriate, or requires additional information
Referral Coordination
- Accurately document all referrals and intake activity in EHR systems, tracking tools, and spreadsheets
- Maintain real-time visibility into all referral statuses and ensure nothing falls through the cracks
- Follow up proactively on pending items and coordinate next steps including assessments and internal reviews
Process Execution & Problem-Solving
- Follow defined intake workflows and documentation standards where established
- Exercise sound judgment and creative thinking in situations that fall outside standard processes
- Escalate complex or unclear cases to appropriate team members without delay
- Think outside the box when patients or referral sources ask unexpected or non-standard questions
- Identify recurring gaps or process issues and flag them proactively to improve overall operations
External Guidance & Redirection
- Provide clear, honest direction when a caller's needs fall outside program scope
- Redirect callers to relevant external resources when appropriate
- Maintain a respectful, composed tone in emotionally charged or high-pressure interactions
- Avoid overpromising or creating false expectations at all times
Required Qualifications
- Prior experience in an admissions, intake, patient coordination, or case management role
- Strong ability to think on your feet and respond to unpredictable, high-pressure situations with calm and clarity
- Excellent verbal communication skills — clear, direct, and professional in all interactions
- Experience working with EHR platforms, CRM systems, or referral tracking tools
- Demonstrated ability to manage high call volumes while maintaining accuracy and professionalism
- Must have prior remote work experience and be proficient with remote collaboration tools such as Slack, Zoom, Google Workspace, or similar
- Must have experience working with U.S.-based organizations — applications without this background will not be considered
Preferred Qualifications
- Background in recovery, addiction treatment, behavioral health, or a closely related field — this is a strong plus
- Familiarity with clinical language, treatment levels of care, and insurance verification processes
- Experience handling emotionally sensitive conversations with individuals and families in crisis
- Demonstrated initiative and self-direction — able to work independently and take ownership of outcomes
Tools & Technology
- EHR / patient management systems
- Referral tracking tools and spreadsheets
- Google Workspace
- Slack, Zoom, and other remote collaboration tools
Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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