Position Summary:
The Admissions Counselor is the first point of contact for individuals and families seeking care. This role guides callers from initial inquiry to admission, completes pre-screens, verifies insurance benefits, and coordinates next steps with clinical, billing, and UR teams to ensure a clear, compassionate, and compliant intake process.
Responsibilities
- Respond to inquiries and provide clear information about programs and next steps.
- Schedule and complete pre-admission screenings; document accurately in our CRM/EHR.
- Perform insurance benefit verifications and explain coverage in plain language.
- Coordinate admission logistics (appointments, documentation, handoffs) and track status.
- Partner with clinical and Utilization Review teams for initial authorizations and basic concurrent-review support.
- Maintain accurate records, protect confidentiality (HIPAA), and follow Ava policies and timelines.
Skills and Competencies
- Commitment to Ava Health’s values of Agency, Service, and Purpose; MI-aligned, empathy-forward communication.
- Strong organization, follow-through, and attention to detail in a fast-moving environment.
- Ability to de-escalate, problem-solve, and keep clients informed “at their pace.”
- Comfort with phones and software (softphone, CRM/EHR, email, spreadsheets).
Qualifications
- Either:
- Bachelor’s degree (Behavioral Science, Social Services, Healthcare, or related) — required; 1+ year experience in admissions/intake, call center, front desk, or healthcare admin — preferred, OR
- In lieu of a bachelor’s degree:3+ yearsadmissions/intake experience — required.
- 1+ year working with individuals in a clinical or observational capacity — preferred.
- Experience with insurance benefits/authorizations — preferred.
- Experience using CRMs and EHRs — required.
Additional Requirements
- Commitment to ongoing professional development and compliance training.
- Occasional evening/weekend coverage as needed.
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