Admissions Phone Representative - Greylock Recovery

Job Summary: 
The Admissions Phone Representative is responsible for managing and coordinating incoming calls from individuals seeking information about residential treatment for Substance Use Disorders (SUDs) at Greylock Recovery. The role requires excellent interpersonal skills, a deep understanding of the recovery industry, and compassion for individuals on their recovery journey. The representative will be the first point of contact for potential patients, family members, and referral sources, and will help guide them through the admissions process. 

Key Responsibilities: 

• -Answer incoming calls promptly and professionally, providing accurate information regarding Greylock Recovery's residential treatment programs. 

• -Serve as the primary point of contact for individuals seeking help, offering empathy, support, and guidance during initial interactions. 

• -Assess caller needs and provide basic eligibility screening to ensure they meet Greylock Recovery's admission criteria. 

• -Explain Greylock Recovery's treatment philosophy, including its focus on harm reduction, Medication-Assisted Treatment (MAT), and trauma-informed care. 

• -Coordinate and schedule initial assessments or intake appointments for potential patients. 

• -Gather preliminary information from callers, including contact details, health history, and treatment goals, to facilitate the admissions process. 

• -Collaborate with the Admissions and Case Management teams to ensure a smooth and supportive transition for individuals entering treatment. 

• -Maintain detailed and accurate records of all communications in the admissions database. 

• -Develop rapport with referral sources and community partners to help expand Greylock Recovery’s outreach and intake capabilities. 

• -Stay current on industry trends, best practices, and Greylock Recovery’s programs to provide up-to-date and relevant information to callers. 

• - Handle confidential information with discretion and in compliance with HIPAA regulations. 

• -Provide follow-up communication to individuals who have expressed interest in treatment, answering questions and offering continued support. 

• Work closely with the Director of Admissions to identify areas for improvement in the intake process and suggest potential solutions. 

Qualifications: 

• -Associates or bachelors degree in a related field (social work, psychology, healthcare administration) preferred. 

• -Minimum of 1-2 years of experience in admissions, customer service, or a related field, preferably in healthcare or addiction treatment. 

• -Knowledge of the substance use disorder treatment industry and an understanding of the recovery process. 

• -Excellent verbal communication and listening skills with the ability to engage compassionately with people in distress. 

• -Strong organizational and multitasking skills, with attention to detail. 

• -Proficient in using computers and admissions software, with the ability to learn new systems quickly. 

• -Ability to handle confidential information with the utmost professionalism and in compliance with legal requirements. 

• -Commitment to Greylock Recovery’s mission and values, including a focus on harm reduction and trauma-informed care.