Admissions Development Representative

POSITION SUMMARY:

The Admissions Development Representative (ADR) plays a critical role in helping individuals and families take the first step toward recovery. The ADR is responsible for making high-volume outreach to prospective clients who have submitted inquiries online or previously expressed interest in treatment. Through compassionate and professional communication, the ADR engages callers, qualifies their needs, and transfers them to an Admissions Coordinator (AC) to complete the admissions process. 

This role is ideal for someone who thrives in a fast-paced, call driven environment, has strong communication skills, and is motivated by helping others access life-changing care. 

Primary Duties & Responsibilities:

• Builds trust and rapport with callers, often serving as the first point of contact for those seeking help
• Demonstrates compassionate communication skills when assisting clients in a crisis situation
• Conducts timely follow-up with all new inquiries, ensuring no potential client goes uncontacted
• Responds promptly to inbound calls, texts, emails, and other inquiries as needed
• Identifies potential barriers to admission (financial, clinical, logistical) and escalate appropriately
• Engages each caller with empathy, professionalism, and urgency
• Identifies the caller needs and readiness for treatment 
• Follows established scripts and call flows to ensure consistency and compliance 
• Conducts a high volume of outbound calls to engage warm leads and prospective clients
• Meets or exceeds key performance indicators (KPIs), including outbound call volume, contact rate, and successful transfers
• Follows all applicable policies and procedures for Admissions Center.
• Participates in flash meetings and performance huddles to review team metrics and outreach priorities
• Maintains accurate, timely data entry in CRM and call-tracking systems to support reporting and performance monitoring.
• Adjusts effectively to shifting priorities, client needs, and departmental changes.
• Contributes feedback to leadership on process improvements.
• Maintains an understanding of Evoraa’s facility offerings, treatment programs, and levels of care to speak confidently with prospective clients
• Ensures compliance with all documentation, regulatory, and company standards.
• Other duties as assigned 

Minimum Qualifications:

• High school diploma or GED required. 
• 1+ year of customer service, sales, or healthcare experience preferred.
• Ability to work a flexible schedule to meet the demands of the business; this includes evenings, weekends, and holidays. 

Key Competencies:

• Positive, team-oriented attitude with a willingness to learn.
• Basic proficiency in CRM systems, Microsoft Office, or similar platforms.
• Ability to manage a high-volume pipeline while maintaining accuracy.
• Ability to manage multiple calls and tasks efficiently.
• Ability to learn and effectively use call-tracking systems to manage pipeline.
• Basic understanding of managed care and mental health insurance benefits
• Works well with peers, supervisors, and cross-functional teams to support seamless client handoffs.
• Understands and adheres to HIPAA, company policies, and ethical standards in handling sensitive client information.