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About the Role

The Admissions Counselor supports clients and families through Lightfully’s 4-phase admissions process, delivering a concierge-level experience from first contact to day-one arrival. This role involves managing an individual caseload, documenting interactions in the CRM, and collaborating with various departments to remove barriers to admission.

Responsibilities

• Provide timely, empathetic responses to inquiries from phone, live chat, web forms, and other channels.
• Build rapport, set clear expectations, and keep clients, families, and referral partners informed.
• Explain program options, levels of care, and next steps in plain language.
• Complete and update all required efforts in CRM (Salesforce) in real time.
• Capture referral source, payor details, acuity indicators, and factors impacting request for treatment.
• Obtain necessary releases and records, ensuring data quality.
• Schedule clients for clinical assessments or obtain necessary records for abbreviated assessments.
• Obtain insurance benefit information to coordinate a Verification of Benefits.
• Transparently discuss financial expectations and patient responsibilities.
• Identify exclusionary criteria early and redirect to appropriate resources.
• Align program availability and fit; support census management and admissions preparations.
• Offer the earliest clinically appropriate admission time and confirm logistics and arrival details.
• Complete reminder calls/texts to reduce no-shows and ensure day-on readiness.
• Partner with Clinical, Finance, and Outreach to resolve barriers to admissions.
• Flag escalations and counselor development needs to the Director of Admissions.
• Participate in daily huddles, rounds, and case conferences.
• Ensure daily shift coverage and adherence to PTO policies.
• Maintain excellent CRM hygiene; log calls, emails, tasks, next steps, and decisions.
• Use reports to manage pipeline and prioritize follow-ups.
• Protect privacy and maintain HIPAA compliance.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 1 year of patient-facing experience in healthcare, preferably in behavioral health or admissions.
• Must pass extensive background check.
• Experience working in CRM platforms or electronic health record systems required.
• Ability to perform all duties and responsibilities at home.

Skills

• Effective and compassionate communication with patients and families.
• Motivational interviewing or similar patient engagement techniques.
• Ability to explain insurance coverage, benefits, and financial terms in plain language.
• Ability to remain calm, empathetic, and solution-focused when engaging with individuals in distress or crisis.
• Proficiency with electronic health record systems, CRM platforms, or related documentation tools.
• Exceptional organizational skills and attention to detail.
• Ability to work independently in a remote environment.
• Excellent written and verbal communication skills.
• Ability to effectively present information and respond to questions.
• Strong customer service skills.
• Ability to multi-task.
• Proficient in Microsoft Office programs (Word, Excel, PowerPoint).
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to communicate and write clearly and professionally.
• Ability to maintain confidentiality.
• Ability to communicate with individuals over phone, electronic correspondence, and in-person.
• Ability to operate in occasionally noisy environments.
• Ability to stand, sit, stoop, bend, and lift/move up to 20 lbs.
• Able to work for prolonged periods sitting at a desk and working on a computer.
• Ability to work effectively with and show respect to all clients/patients and staff, including those from diverse backgrounds.
• Ability to navigate crisis and solve problems independently, using best judgment and critical thinking skills.
• Ability to maintain a positive, friendly, and welcoming attitude.
• Ability to utilize professional communication when addressing issues.

Location

• Remote

Work Type

• Full-time
• Remote

Experience Level

• At least 1 year of patient-facing experience in healthcare

Education Level

• Bachelor's degree or equivalent experience

Salary/Compensations

• $21-$31/hr

Benefits

• Competitive compensation
• Medical, dental, and vision insurance
• Paid time off
• Self-care days
• 401(k) plan
• Continuing education and professional development opportunities
• Employee assistance program (EAP)
• A supportive, mission-driven culture that values authenticity, connection, and integrity

About the Company

• Lightfully Behavioral Health is a growing leader in mental health treatment providing high-quality, evidence-based treatment and innovative, compassionate care focused on total wellness for those struggling with mental health conditions.
• Lightfully provides treatment on a full continuum of care including residential, partial hospitalization, intensive outpatient, and virtual services.
• With current communities providing best-in-class care in Southern California markets, Lightfully is positioned for dynamic and high-paced growth.
• Welcome to a behavioral health services company unlike those that have come before it.
• Leaders believe in the healing and nourishing quality of compassion both in treating clients and caring for our people.
• A safe place to bring your whole self to work and infuse a bit of your own magic into what you do every day.
• The Lightfully Shining Commitments reflect our commitment to these principles and encourages our staff to deliver exceptional performance through their authenticity, bravery, and grit.
• We believe that great things can happen when we create space for people to light fully.