Admissions Coordinator

The Admissions Coordinator brings tried and tested industry best practices in the healthcare call centre environment to the team through previous experience. The Admissions Coordinator engages in call handling, follow up, assessment facilitation and other activity related to enhancing the client experience and is an integral part of revenue generation for CATC.  They bring a wealth of experience in the private healthcare or related space in Canada as an individual contributor. The Admissions Coordinator is relied upon for successfully engaging in current processes around admission, payment, communication and telephone scripting, and acting as a consultative expert to potential clients.  The primary purpose of the Admissions Coordinator is to increase conversion rates and census across the CATC Inpatient and Virtual Outpatient network by closing new business through phone, web and email lead conversion.

• Bachelor's Degree or a combination of education and experience in a related field.
• Five or more years experience in, or a demonstrated aptitude for telesales in the healthcare industry
• Familiarity with, or experience in the healthcare sector and specific experience managing cases in the private healthcare sector and addictions and mental health in particular
• Proven track record of successfully placing interested Canadians into support networks throughout the Canadian healthcare system.
• Excellent communication skills including verbal, presentation, and written.
• Experience with Salesforce (or another CRM) preferred.
• Proficient in MS Office products (Excel, Word, MS Outlook, PowerPoint).
• Excellent communication, people management skills and a self-directed creative team player 
• Proven ability to identify and develop key customer relationships with a proven track record of building and maintaining strong client relationships.
• Ability to multi-task, prioritize, and demonstrated effective time management skills.
• Self-motivated, with a drive for over-performance and a strong desire to help people in crisis.
• Proven success in overachieving quotas and targets.
• Previous experience in case management/system navigation or with vulnerable populations with addiction and mental health is considered an asset.
• Ability to build pipeline and achieve acquisition/revenue targets.
• Experience (professional or otherwise) in the field of addiction/mental health
• Sales experience is required 
• Some local and regional travel as required
• Ability to take calls or inquiries from clients after regular business hours (on occasion)

• Answer inbound calls on the queue and respond to web leads driven by digital marketing campaigns
• Utilize Salesforce at a high level to manage lead pipeline and help drive conversion
• Liaise with the Referent Relations team on booked admissions to ensure smooth process.
• Review new patient files for completion and accuracy.
• Maintain clear line of site on census and help bolster conversion efforts for both inpatient and VIOP programs and facilities.
• Provide industry insight and learnings by providing feedback in team meetings and morning huddles
• Demonstrate strong collaboration skills by liaising with medical teams, clinical teams, business development, and others as necessary.
• Provide recommendations on telesales/call centre best practices as necessary
• Demonstrate superior customer service skills and make recommendations around the handling of patient and family escalations. 
• Preparing reports, data management including data entry as required.
• Is flexible to the changing demands of the business unit, including changes in process or the addition of duties.
• Other duties as assigned.
• Staff will work a variety of shifts including weekdays, evenings, weekends, holidays and overtime.
• This role is remote, with the exception of facility tours early in the contract
• Home office required with privacy and high-speed internet access